Live Conversations in Groupon are conversations from the Groupon FAQ page that got escalated from a chatbot. These escalated conversations will not be handled in Salesforce to enable a better experience for both customers and agents and provide better integration with the bot.
Starting Your Work
When starting work, follow these steps:
- You manage your status Set the status within Salesforce. to Open (Live Conversations). The status is used to measure adherence and even when you do not handle conversations in Salesforce you have to switch update it there.
- Login if asked to
Finishing Your Work
When wrapping up your work, it's possible that you still have conversations in progress. Make sure you will not leave the customers hanging.
- Go though My conversations
until you have 0 items conversations there
- If the conversations need somebody to finish them press Request help
- Click Leave
(you can click Resolve if the customer request got resolved)
- Choose the reason
why you are leaving the conversation
- Switch your status in Salesforce to Offline
What customer requests do you handle?
You are focused on two sets of customer requests:
- Chat Escalations from bot in Salted CX — You will handle chat escalations from Gropon AI chatbot. In case the bot does not know how to resolve the issue. You will handle those from Salted CX Live Conversations.
- Emails in Salesforce — You handle emails in Salesforce as usual. Work on emails when you have no conversations waiting.
Picking Conversations
You see conversations in which you participate in the My Conversations section in the left-hand navigation.
When joining conversations:
- Make sure number of conversations in My Conversations is at most 3. Do not join more conversations if you have already 3 in My Conversations. You see the number of conversations you are participating in next to the title .
- If you participate in two or less conversations check whether there are any conversations in Needs help section. To join a conversation click the Join button . You cannot view a conversation before joining. Handling time is measured from the moment you join the conversation.
How to Handle a Conversation
Please read the detailed article on how to use Salted CX live conversations in this dedicated article, which covers the overall interface.
When resolving, pick one of the following reasons:
When leaving a conversation, use the following reasons:
- Abusive customer — our policy allows to ignore a customer due to their behavior.
- Going for a break — you have to take a break.
- Going home — your shift ends but the conversation is still not resolved.
- Other reason — none of the above. Use sparingly.
Do not pick any other reasons. The reasons are used in analytics to monitor performance. If you miss a reason that you need to use, ask your Team Leader to add it.
Cyclops
To open Cyclops, click on the Cyclops button below the reply text field.
Escalations
Use the following ways to escalate conversations:
Needs Help — use only when you are a novice, and it is likely that other agents will be able to help you.
Share Link — Open the browser's address bar and share the link to the conversation with a specific person in Google Chat, or share the link in a Google Space with a wider audience and mention the people.
Performance Tips
Write two dots .. to expand and improve your reply. For example type no.. and Salted CX will politely reject the customer. Type thx.. and Salted CX will thank the customer considering the context. Type order number?.. and Salted CX will ask politely for the order number. You still have an chance to review the reply before sending.
Use “working on it button”. Salted CX will automatically send the customer predefined message that you are working on their issue.
Use Prepared Replies. Seach by shortcuts and the replies content to find prepared reply. You still have a chance to review the reply before sending.
