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Agent How-tos

How to use short codes?
Short Codes are shortcut messages used by agents to respond faster. These short texts replace long phrases to speed up your conversation. To ...
Mon, 24 Oct, 2016 at 7:03 PM
How to add private notes?
Every agent will need to discuss queries with other agents in order to resolve them. That’s where private notes come into play. Private not...
Tue, 13 Sep, 2016 at 6:34 PM
How to use canned responses?
Sometimes, agents are asked the same questions over and over again from different users. They thus end up sending out the same answers to dif...
Tue, 13 Sep, 2016 at 6:35 PM
How to access additional contextual information about user?
As an agent, context is really important to you. Often, when you are are resolving an issue you will need additional information to resolve it. Instea...
Tue, 13 Sep, 2016 at 6:37 PM
How to use labels?
Labels help you categorize and manage conversations or queries from customers. They let you classify an issue and are usually specific to t...
Tue, 13 Sep, 2016 at 6:38 PM
How to set up desktop notifications?
Agents do not want to miss out on messages or lose immediacy while receiving messages or replying to important conversations they are part of....
Tue, 13 Sep, 2016 at 6:41 PM
What is a rich message? How to create a rich message?
Sometimes, an agent might need to send offer/deals while they are still messaging with the user or might have to take the user to the right app screen...
Fri, 3 Mar, 2017 at 12:11 PM