Live Chat
Why is it important to review the chatbot conversation (if available) when starting a new chat with a Guest?
The chatbot will pull handy Guest information (like first/last name, email, phone number) and the reason why the Guest is reaching out for support!
How do you get emails to work on when you are scheduled for emails?
Chat with Floor Support on Internal Chat to request for emails to be assigned to you!
What should your presence be set to while working on Live Chat for both D365 and Five9?
D365: Available - LiveChat
Five9: Live Chat
What is the font and size you should be using when writing emails?
Arial, 12
What do you type to search the Quick Reply options?
/q + the search term (searches for the word in the message body)
OR
/q + #tag (searches for all templates with the associated tag)
Where do emails live in a case? Where can you find them?
In the Timeline!
What are the three best practices when creating your own Personal Quick Replies in D365?
1. Create replies for messaging that won't change (greetings, sign-offs, back in 3-5 minutes, etc)
2. Replies that do not have a timeline!
3. No IDEA related replies
What can you do, if your Guest emails the GEC back only to say 'thanks' after their issue has been resolved?
(hint: there is no further action required)
You can open the email (do not hit reply!) and click the No Response Needed button.
What are Rich Links?
Pre-made URL links to send to a Guest that leads them to the website. These are used when chatting on Apple Messaging for Business
If you see an email in the timeline of your case that says 'Active', what does this mean?
You haven't sent the email yet. The email has been saved as a draft. Please open the email and send it! After you send, the email will say 'Closed' on the timeline.