Chat Modes (Real Time Chat vs. Classic Chat Mode)
Re:amaze offers two modes for chatting with customers on your website: Real Time Chat (known as just "Chat") and Classic Chat. See this article for clarification on Chat settings.
In general, Real Time Chat is suitable for situations where your team serves customer inquiries asynchro...
Re:amaze FAQ (Creating your FAQ)
Each of your brands in Re:amaze comes with an FAQ that can be deployed in different formats. Unlike traditional FAQs, Re:amaze-powered FAQs can be:
Hosted by itself on its own domain as a "Help Site"
Integrated into your site or app as an inline feature
Integrated into your Re:amaze Embeds s...
Re:amaze Live Dashboard
If you're on a paid Re:amaze Plus account, you 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 including their local timezone, geolocation, cu...
Re:amaze Peek (For Re:amaze Live Dashboard)
Re:amaze offers you the ability to help customers with even more precision and efficiency. “Peek” is a feature available to Plus Plan users and can be accessed through either the Live Dashboard or within the Live View module within conversations.
Clicking on “Peek” will give you instant access t...
Dynamic Variables in Re:amaze Automated Responses
Re:amaze supports certain dynamic variables for Response Templates, Email 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.
Re:amaze Presence and Collision Detection
"Presence" helps you stay in sync with what your teammates are working on so that your work doesn't overlap. Here's how Presence works:
Other agents browsing a conversation will have their avatar appended to the conversation preview. In situations where multiple agents are vi...
Re:amaze Mobile App for iOS and Android
Re:amaze Mobile for iOS and Android
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 ...
Re:amaze Internal Notes
Internal notes are messages you can add to a conversation, but they won't be visible to the customer. Only other staff members will be able to see Internal Notes, which makes them a great way to communicate with your team within a conversation thread. When a note is left for a spe...
Re:amaze Special Syntaxes For Email Replies
What are Special Syntaxes?
If you're responding to customer messages from your email account and not directly from Re:amaze, you can use special syntaxes to alter the state of the message or your specific replies. This allows you to use some of your inbox tools without being logged into your Re:...
Re:amaze Keyboard Shortcuts
Using keyboard shortcuts can make responding to your customers much easier and more efficient. Keyboard shortcuts allow you to instantly access your library of FAQ articles, Response Templates, and products from your Shopify, WooCommerce, or BigCommerce store. To access your s...
The Re:amaze Assistant can help your team manage conversations at high volume times and maintain your 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 archi...
Re:amaze 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...
Smart Assign (Round Robin Assigning)
Smart Assign (Round Robin Assignments)
With Smart Assign you can automatically assign a conversation to another staff member without having to pick any specific person. This will assign conversations in a “round robin” manner. Instead, Smart Assign will take the conversation(s) and distribut...
Staff Shifts & Vacation Days
Managing a team of customer service agents can be a complicated task. When you have customer service agents across different time zones or countries the task becomes even more complex. The easiest way to manage a team with overlapping roles is to assign working shifts for each individual so you h...
How does Re:amaze handle Time Zones?
How does Re:amaze Time Zones?
It's not uncommon for you and your customers to be different time zones. Even some of your staff agents might be working in different time zones. This is why Re:amaze has made all time-based elements local to each individual user and that user's local browser time z...
Article Edit History
If you're subscribed to the Plus Plan, the Re:amaze FAQ includes an Article Edit History feature, which allows you to see:
Previous changes to each article
When an article was last updated
Which staff members have made edits to an article
In the Article editor, you'll be able to access the Artic...
Article Feedback for FAQs
Re:amaze offers the ability for your customers to rate your FAQ articles. Letting your customers rate your articles is a great way to understand how helpful your articles are and make changes to certain articles if they are underperforming.
NOTE: The Article Feedback feature is only available on...
Automated Customer Satisfaction Surveys and Ratings
Automated Satisfaction Surveys
For Plus Plan users, you can enable Automated Satisfaction Surveys to send to your customers. This can be done by navigating to Settings > Email Channels.
On the Email Channels page you'll an "Off" button for "Satisfaction Surveys." To enable Satisfaction Surve...
What is a Quick Response?
Quick Responses are basically buttons or pre-written options for your customer to choose from when interacting with a Cue. They provide an easy way for customers to respond Cues and help your agents understand their exact intent.
When building a Cue, make sure that you...
Saving Filters (Pinned Filters) and Custom Views
Re:amaze allows you to save specific filtered inbox channels. Saving a filtered channel will pin it to the top of your inbox view so that you can easily manage and respond to conversations that are meant for you or your department. Saved filters will appear pinned under the "Important" filter in ...