Advanced Settings

Workflows

Workflows are an automation tool in Intercom that includes customer-facing bot messages and internal team automation. They allow you to create powerful bots that interact with customers across various channels and automate repetitive tasks. Using a visual builder, workflows can be easily created without coding skills, providing deep customization to personalize the Q&A process.

Knowledge Base

The Knowledge Base Page serves as the source for our AI agents, AI co-pilots, and help center. It should include frequently asked questions and answers related to xyes.com, focusing on topics like online sports betting, online casinos, and payment issues. Customer service must be trained on how to add and modify internal articles, public articles, and snippets in the knowledge section.

AI to navigate problem solving

AI Copilot is a personal AI assistant designed to enhance the efficiency of support agents. Integrated into your inbox, it provides instant, professional answers to customer inquiries by sourcing information from team conversation histories, internal articles, public articles, and external content. It assists in finding answers to customer questions, offers training and onboarding support, and guides you through internal processes. The Fin AI Copilot is specifically designed to support your teammates at the help desk, rather than directly assisting customers like the Fin AI Agent.

Help Center

The Help Center in Intercom serves as a centralized platform for organizing and presenting support content. It features a unique identifier linked to a specific workspace and can be toggled on or off. The Help Center contains collections, which act as top-level containers for articles, and can be subdivided further.

Intercom allows for the creation and management of multiple Help Centers, each with its display name visible to team members. Various API endpoints can manage these collections, including listing, retrieving, and creating them.

In this Help Center, we can create articles to guide players on resolving issues on xyes.com.

CSAT

In the automation settings, you can request customers to rate the service after the chat window closes.

Customer service ratings are a key performance indicator (KPI) for customer support. Representatives should use their professional knowledge and attitude to efficiently help customers resolve issues during every interaction.