Automation and service levels
Flows, order self-service, auto-assignment, auto-merge, SLAs and triage.
- Automation home and connected channelsSee everything that runs without a person in one place, and choose where Haylee works and which chats offer order management and article suggestions.
- Flows: guided answers in chatPartly availableBuild a flow of buttons, short answers and questions that walks chat visitors to an answer or hands them to your team with the path they took.
- Order self-service in chatPartly availableLet chat visitors confirm their email with a code, see their recent orders and tracking, and ask for a return, a cancellation or help with a problem.
- Article recommendations in chatSuggest up to three help center articles under a visitor's first chat message, and close the conversation when one of them answers the question.
- Automatic assignmentPartly availableHow tickets reach the right agent today, with rules and the first reply, and what the Auto-assignment settings will do once round robin is switched on.
- Automatic mergingNot availableThe Auto-merge settings for joining a customer's repeat tickets and splitting replies to old email threads, which save now but do not run yet.
- Service level targets (SLAs)Partly availableSet how fast your team should first reply to and resolve each kind of ticket, and see where those targets already shape the urgency of open tickets.
- Urgency settingsTune how the helpdesk scores each open ticket's urgency from 0 to 100, using waiting time, your tags, customer phrases, channels and reply targets.
- Satisfaction surveysPartly availableEmail customers a one-question survey after their ticket closes, choose which tickets get one, and find the scores and comments they send back.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.