Boosting agent productivity is crucial for delivering efficient and consistent customer support. Features like Auto-resolve, Conversation Files, Threads, and Canned Responses empower agents to manage conversations effectively, streamline workflows, and focus on resolving complex issues without manual overhead.

Here’s how these tools can enhance agent efficiency:

1. Conversation Auto-resolve

To reduce your team’s overhead, you can automatically close conversations with customers who have stopped interacting. You can configure the time to auto-resolve these conversations.

The following are some scenarios when you can use conversation auto-resolve:

1. Maintain Healthy Conversation Queue

   Auto-resolving inactive conversations after a set time frees up agents for active issues and maintains a manageable conversation queue.

2. Resolve Feedback Discussions

   Resolve feedback discussions after a set period of inactivity to streamline follow-up efforts and focus on active user input for product improvements.

Learn more about Conversation Auto-resolve.

2. Conversation files

By default, you can send and receive various file attachments, including PDFs, images, videos, and text files. You can attach files to conversations from your computer or directly from the Files repository within the web application. This Files feature functions like cloud storage services such as Google Drive or Dropbox.

Using conversational files:

1. Agents can share instructional PDFs, troubleshooting guides, or screenshots with customers to resolve issues more efficiently.

2. Team members can share important documents, project files, and multimedia content in internal conversations.

Learn more about Conversation files.

3. Conversation threads

Threads enable agents to discuss customer queries in an organized manner without cluttering the main conversation pane. Multiple stakeholders can be invited to collaborate within a chat-like interface, facilitating faster resolution of complex issues. 

Here are some scenarios where you can use conversation threads:

1. Internal Collaboration on Complex Issues: Agents from different departments can use Private Threads to discuss and resolve customer queries internally, ensuring a coordinated and efficient response.

2. External Collaboration with Partners: Agents can use Forward Threads to share conversations and collaborate with external partners or third-party service providers, facilitating swift resolution without exposing the entire chat history.

3. Direct Communication for Immediate Actions: Agents can send direct messages or notify teams on Slack about ticket creation and updates, facilitating instant communication and quick decision-making for time-sensitive customer queries.

Learn more about Private Threads

Learn more about Forward Threads

Learn more about Slack Threads

4. Canned Responses

Canned Responses are pre-written, standardized replies that customer support teams use to address common and repetitive queries quickly and efficiently. They use dynamic placeholders to autofill personalized data fields such as names and dates.

Using Canned Responses saves support agents time and ensures consistency while providing personalized customer responses.

Here are some scenarios where you can use canned responses:

1. Addressing Frequently Asked Questions (FAQs):

   • Scenario: A customer asks how to reset their password.

   • Canned Response: "To reset your password, click 'Forgot Password' on the login page and follow the instructions."

2. Providing Order Status Updates:

   • Scenario: Customers inquire about the status of their orders.

   • Canned Response: "Your order is being processed and is expected to ship by [specific date]. You'll receive a tracking number via email."

3. Offering Product Information:

   • Scenario: Customers request details about a specific product feature.

   • Canned Response: "Our [product name] includes features like [feature 1], [feature 2], and [feature 3]. Visit our product page for more details."

Learn more about Canned responses