Adding office hours and blackout dates
Office hours are essential if you need to tell your customers when you're available and when you're not. For Shoutboxes and Lightboxes that utilize Real Time Messaging (http://support.reamaze.com/kb/everything-about-conversations/real-time-direct-messaging-vs-live-chat), not only can you set expe...
Dynamic Variables in Automated Responses
Re:amaze supports certain dynamic variables for Response Templates, Autoresponders, and Workflow Responses. Variables are related to the customer associated with the conversation context and further variables are made available depending on integrations that you've enabled in your account.
Creating your FAQ
Each of your brands in Re:amaze comes with an FAQ that can be deployed in various different formats. Unlike traditional FAQs, Re:amaze-powered FAQs can be:
Hosted by itself on its on domain as a "Help Site"
Integrated into your site or app as an inline feature
Integrated into your Re:amaze Embed...
Setting up your Classic Live Chat office hours and availability
Re:amaze Classic Live Chat supports personal office hours. If you manage a team of live chat agents or are on a team of live chat agents, managing everyone’s office hours can be a bit challenging. Classic Live Chat office hours allow you to set your own time and availability.
Once you set your...
Re:amaze Live Dashboard
If you're currently on a paid Re:amaze Plus account (https://www.reamaze.com/pricing), you also have access to a powerful feature called the Live Dashboard. The Live Dashboard enables you and your team to:
Visualize live website or app traffic in real time
See a list of currently online users in...
Understanding Tags (also known as folders or labels)
Managing tags for your conversations is an essential ingredient of a well-prepared and well-organized support team. Tags are helpful for bringing attention to specific conversations. They're also great for grouping conversations together and can be used in situations where you need to file certai...
Automated Customer Satisfaction Surveys and Ratings
For Plus Plan users, you can turn on automated Customer Satisfaction Surveys in your Re:amaze account's settings menu under "Email Channels".
Check the "Satisfaction Survey Enabled" box to turn it on. Next, select the amount of delay (in hours) you wish the system to wait before a survey is ...
Creating and using response templates
Response templates are sometimes called "macros" or "frequently used replies" or "canned responses". They're all the same thing, though. People just like to confuse each other! You can create as many response templates as you'd like and then organize them by brand availability. To get started, he...
Monitoring team activity with Presence
Presence is a Re:amaze feature to help you stay in sync with what your teammates are working on. Here's how Presence works.
On the Dashboard
Other agents browsing a conversation will have their avatar appended to the conversation preview. In situations where multiple agents are viewing the conv...
Agent collision detection
It happens. Excited and proactive customer support agents will sometimes "fight" to support customers. It's entirely possible for two or more staff members to reply to the same customer message simultaneously. This can happen if two agents are in different locations. If unintentional, this can be...
Understanding team email notifications
When new conversation messages arrive in Re:amaze, every staff member on the team will receive an email notification (if they have notifications enabled). The first agent who successfully responds to the customer will be automatically assigned to the entire conversation. Other team members will r...
Re:amaze for iOS and Android
We do have mobile apps!
Re:amaze’s iOS and Android apps give you the ability to amaze customers while you’re on the go! With real time notifications and mobile collaboration built in, you can help customers no matter where you are and help them to an awesome experience that’s just a finger tap a...
Understanding team viewer notifications
Team viewer notifications tell you the date and time when another team member viewed a customer message. This feature was first introduced in our small update here (http://blog.reamaze.com/2016/11/25/what-you-mightve-missed-thanksgiving-thanks/).
Knowing the state of a customer conversation beyo...
Internal notes for teams
Internal notes are messages sent back and forth between internal team members. These notes usually reside within conversations among messages sent between staff members and customers. For example, if John (a staff member) is talking to Bob (a customer), he can add an internal note addressed to Ch...
Inserting FAQ articles into replies
You can easily search and insert existing FAQ articles in your replies so customers can reference important content with a single click. This is very efficient and does not require you to recompose long message replies.
To insert a FAQ article, open a conversation, scroll to the bottom of the co...
Setting up automation workflows
Automation workflows is one of Reamaze's best features and one that you should definitely take advantage of. It can be tuned to do a wide variety of tasks for you. For the lack of a better phrase, it's our version of "set it and forget it".
Automation workflows starts with some conditions. Condi...
You’re all familiar with how fluid Reamaze can be when responding to customers whether through the web UI or your mobile email client. However, one missing element was the ability to control the state of a message sent via email. In the web UI, you’ve always been able to archive a message, insert...
How Re:amaze Assistant works
The Re:amaze Assistant can help your team manage conversations at high volumes and maintain SLAs. Specifically, it does two important things:
It reminds you when conversations need attention so your team can maintain a certain SLA.
It automatically resolves or archives conversations that are bey...
Combo filters and sub-filters
Reamaze filters can be used in combination with each other. For example, you can first click on a channel and then on a sub-filter like “Unresolved” to see all unresolved conversations in that channel. You can also click on a channel first and then on a sub-filter like “Awaiting” to see all conve...
Sorting and managing conversations
The sort order for customer conversations in Reamaze is performed automatically for you and your team depending on the filter view you're currently on.
For the "All Conversation" filter (and other sub filters are inclusive of a lot of historical conversations, like "Archived"), conversations are...
Simply hit "?" on your keyboard while on the dashboard to bring up the legend! This provides a list of commands you can access while on various pages within Re:amaze.
While you're within the response text box of a conversation, Ctrl + Return (or Command + Return on Macs) will submit the message....
Manual and Smart Assign (Round Robin Assigning)
Manual Smart Assign (Round Robin)
Smart Assign is a feature you can use to automatically assign a conversation to another staff member without having to pick any specific person. This will assign conversations in a “round robin” manner. Re:amaze will take the conversation(s) and distribute them ...
Real Time Customer Events
Customer Events for your Re:amaze conversations helps provide you with more business and customer intelligence. Combined with an already-abundant assortment of customer data through features like Custom Fields, Customer Data Attributes, and native 3rd party app integrations such as Shopify and Bi...
Emojis and GIPHY Support
Re:amaze supports a wide range of Emojis and animated GIPHY gifs out of the box. No additional integration is required and you're not required to have an account with GIPHY.
To insert an Emoji or Gif, click on the "Insert GIPHY and Emojis" action menu above the conversation reply box. Search or ...