Customer Service

This is how the interface looks like when you first access it and go to the Intercom section.

As customer service agents, it will not be necessary that you access and know how to manage every single feature of the tool. However, it is important that you do understand where are the places that customers' conversations will be arriving to.

Conversations will first follow a workflow with a few questions to categorize the query. The user will not be able to type any response, only select predetermined options until the workflow is completed and the user is advised to wait for assistance.

Conversations will be assigned automatically in sequence with the agents that are currently active.

Setting the profile

It is important to set your profile correctly, you can do this by accessing the profile on the lower left corner of the site and then clicking on the name.

Make sure to set your complete fake name, hide your location from users, fill your role and your department. You will be given an avatar picture for you to set it as well.

Quick Responses

Intercom offers the option for quick responses, canned answers or in this case, macros. All of these stand for the same meaning, fast replies will help you enhance your time in handling conversations.

It is important, however, to make sure you are using a logical quick response. Quick responses are there to help, but you need to make sure you are using the correct one, that it makes sense for the conversation purpose and that it is relevant to the customer's query.

To access the quick responses during a chat conversation, customer agents can use the command CTRL + K and a pop-up window will open to display several options. You can select Macros or start typing using keywords, the system will throw the results that match the search.

You can click Enter to have the template appear in the text box before sending it to the customer. You can familiarize with templates so that you know what you are sending without having to read them every time and you can modify them if required when they are in the text box.

Once you made sure the template is correct, you can click Send.

Where to check macros?

Macros can be checked by accessing the Settings option right above your avatar on the bottom left corner of the window. Here you can go to the Help Desk section, and then to Macros.

Macros will allow you to create your own quick responses that can be available only to you. When creating them, make sure to confirm the information and that your grammar and orthography are impeccable.

Snoozing Conversations

Customer service agents can wait for 10 minutes before snoozing a conversation. If the customer has not replied to the chat in 10 minutes, but we are waiting for customer response, we can snooze the conversation for Tomorrow.

The conversation will reopen if the customer comes later to continue the conversation, otherwise, they will need to contact from scratch again later.

Closing Conversation

Customer service agents can wait for 10 minutes before closing a conversation. If the customer has not replied to the chat in 10 minutes, and we don't need a reply from the customer, we can close the chat.

Downloading the conversation

Customer can download the conversation they just had. They just need to click on the icon on the upper right corner of the chat window and it will automatically download a .txt document.