Re:amaze 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 various 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 ...
Re:amaze Live Dashboard
If you're currently on a paid Re:amaze Plus account, 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 including their local timezone, ...
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 Re:amaze Plus plan users and can be accessed through either the Live Dashboard or within the Live View module within conversations.
Clicking on “Peek” will grant you instan...
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 Automated Customer Satisfaction Surveys and Ratings
Automated Satisfaction Surveys
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 sy...
Re:amaze Presence and Collision Detection
Presence is a Re:amaze feature to help you stay in sync with what your teammates are working on. 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 view...
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 a great way to communicate with other team members through a live conversation you are having with a customer. Because these notes are internal, your customers will never see them.
To leave an internal note within a conversation, simply click the note button located next to re...
Re:amaze Special Syntaxes For Email Replies
Special Syntaxes are predesignated command words that can alter the state of your message when responding to customer messages via responding to email notifications. These will allow for better authority over the status of your Reamaze replies without having to log into Reamaze. Remember, special...
Re:amaze Keyboard Shortcuts
You can instantly access your library of FAQ articles and response templates simply by typing “/” in Re:amaze reply boxes.
The “/” hotkey can also be used as a quick search option. After typing “/”, simply start typing for the template or article you need. Re:amaze will sea...
Gain greater control over your conversations.
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 ...
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)
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 ...
Staff Shifts and Vacation Days
Re:amaze offers Shifts in the Plus plan. Shifts allow you to manage your personal work hours and Vacation Days from your Staff Profile page. Shifts are used in two ways:
Users outside of their Shifts will not be eligible for Smart Assign
Users responding to conversations outside of their...
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 ...
It's not uncommon for you and your customers to be different time zones. Likewise, 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 zone setti...
Article Edit History
If you're on 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 Article Edit His...
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 specific articles if they are underperforming. Note: The Article Feedback feature is only available o...
There are times when you want to message customers automatically but also want them to take action immediately. If there’s a piece of information or action you want them to take without starting a full conversation, allowing customers to communicate using a short reply is extremely handy.
Saving Filters (Pinned Filters) and Custom Views
You can save any channel filter or sub-filter in Re:amaze and pin them to the top of your dashboard under the "IMPORTANT" category by clicking on the ⭐ in the top navigation bar.
Some great use cases for saved filters and saved custom views include:
Saving a filter for all unassigned conversati...