Handle inbound conversations
Conversations are the main route into support. Every in-app conversation begins with the Access Digital Assistant, and reaches you when the Access Digital Assistant cannot resolve the query or the customer asks to speak to a person. This chapter covers what happens before a conversation lands with you, and what to do once it does.
By Heather and 1 other2 authors10 articles
- Conversation assignment and workload limitsUnderstand which inbox a conversation lands in and why new work stops arriving.
- Reply to a conversationBring macros, articles, images, and workflows into your replies without leaving the reply box.
- Draft a reply with CopilotGet a suggested answer built from your support content and past conversations.
- Remove a contact from the Intercom bounce listGet a blocked email address reinstated so your reply reaches the customer.
- Create a conversation with a customerStart an outbound chat or email on the channel that suits the recipient.
- Merge duplicate conversationsBring several threads about the same issue into one place.
- Change participants on a conversationSwap the contact on a thread when you are dealing with a different person.
- Review your open and snoozed backlogCheck that nothing in your queue has stalled, and that every ticket state matches its conversation.
- Close a conversationClose finished or open-ended conversations with customers in mind.
- tNPS (Wootric) and Intercom integrationAnswers to common questions about the tNPS (Wootric) integration with Intercom.