In this guide, customer service agents will learn how to configure their personal agent settings and get familiar with the tools they need to confidently handle their first conversation.
This article contains the following steps, including video's from one of our Spotler Message experts:
- Step 1 – Configure your personal agent settings
- Step 2 – Learn more about the Conversations module and compose messages
- Step 3 – Check the available labels and quick replies
- Step 4 – Learn other important features
Step 1 – Configure your personal agent settings
Before starting your first conversation, it's important to configure your personal agent settings. This will ensure that the software works according to your preferences.
- Set up Filters and Preferences (notifications) for your agent. Your preferences are divided into three sections: These settings will be applied to your personal agent only.
- Update your Profile with a profile picture.
- Ensure your Security & sign in settings are properly configured, including setting up two-factor authentication (2FA).
Step 2 – Learn more about the Conversations module and compose messages
The Conversations module is where you’ll manage all your customer interactions. You will also need to understand how to compose new messages within this module.
- Familiarize yourself with the Conversations module, which includes the entire communication process.
- Learn how to start a new conversation by using the Compose message feature. You can find more details on how to do this here.
Step 3 – Check the available labels and quick replies
Labels and quick replies are useful tools that help you manage and respond to conversations efficiently. Be sure to check what labels are available to organize and filter your messages, and get familiar with quick replies to speed up your responses.
- Review the available labels that you can apply to conversations and use for filtering.
- Explore the quick replies feature for quicker response times and learn how to use the priority inbox to manage important conversations.
Step 4 – Learn other important features
There are other key features that you will need to be aware of to efficiently manage customer conversations.
- Get familiar with your away/available status, and how to manage it to indicate when you’re not available for conversations. More information can be found here.
- Learn how to create notes and apply them to contacts or conversations.
- Understand how to use the internal chat to communicate with your team.