Internal Comments Internal Comments offer the opportunity to collaborate with colleagues — sharing information and setting expectations while simplifying the Customer’s experience. Internal Comments are visible to all team members, but not to the Customer. To add an Internal Comment, click on the Internal Comment tab to the right of Reply to Customer. Enter text […]
No matter the question, comment, suggestion, concern, or compliment, it’s good to have a team! Reassign Dialogues, bring in new team members, and share internal conversations to make sure the customer’s experience is as simple and seamless as possible.
If you want to assign a team member as the owner of a Dialogue, simply: Click in the Owner field If you are the current owner this will be displayed as “Me”. From the dropdown menu that appears, you will see the names of your team members. Select the name of desired new owner from the […]
If you want to bring in someone else from your organization to join the Dialogue and conversation: Option One Under the Team Members section to the left of the Dialogue, click on the Edit Team Members icon to bring up a new window. Type in the name of each colleague you’d like to add, then select […]
If your team receives a Dialogue that should really be answered by a different team, you can reassign the Dialogue to a completely different team by changing the Interest Area. The owner of that interest area will receive an alert notifying them of the reassignment. The Customer will not receive any notification if a Dialogue […]
To share a Dialogue with someone who is not a Let’s Talk! User: Click on the right facing arrow icon in the top right-hand corner of the Dialogue screen, just below the Dialogue number. Enter the relevant email address(es). Multiple addresses should be separated by commas. Enter a message letting the recipient(s) know why this message […]