Re:amaze Assistant

The Re:amaze Assistant helps your team manage conversations during high-volume periods and meet your service level agreements (SLAs). It does two things:

• Reminders: It reminds you when conversations need attention so your team can meet your SLA.
• Auto-clean: It resolves or archives unresolved, stale, or spam conversations that are older than a set age, so your unresolved queue stays manageable.

A conversation is considered stale if it has no customer messages or internal notes within the specified time period. Staff replies to a customer don't count toward this period.

To set up the Assistant, select Settings, then select the channel you want to configure. The channel overview shows your current Assistant settings.

Next, select the channel name to edit its settings. Scroll down to the Assistant section. By default, [Reminders] is set to none, and [Auto-clean] is set to 30 days. To turn off the Assistant feature, set [the relevant setting] to 0.

When you finish, select Save Channel Settings.