Tutorial: a support desk with triage, teams and CSAT

🎯 Goal

Every support chat reaches the right person fast, gets a consistent answer, and ends with a satisfaction rating you can track.

🧰 What you need

• The owner login
• Your support team’s names and emails

Step 1: add the team

Agents & roles → Add agent for each person (role Agent (chat only); your lead as Manager). Then Automation → Hours & teams → Agent teams: create Billing and Technical, and tick the members.

Step 2: the triage bot

Automation → Templates → Support triage (or New chatbot). On the Trigger card: Match keyword help, support, problem, issue, Match: Contains.

1. List “What do you need help with?”: Billing & payments, Technical problem, Something else.
2. Billing → Ask question “Your invoice or order number?” → ref → Assign → Team: Billing.
3. Technical → Ask question “Please describe the problem (you can send a screenshot)” → issue (Anything) → AI summarize (as a note, if you use AI) → Assign → Team: Technical.
4. Something else → Assign → Next available agent (round-robin).
5. End every branch with Send message Thanks! {{first_name}}, a specialist will reply shortly. and Set chat status Open.

Step 3: consistent answers

Inbox → Saved replies: /refund (refund policy), /invoice (how to download invoices), /reset (password reset steps), /thanks. Agents type / to use them.

Step 4: availability and round-robin

In the Inbox, above the chat list, switch on Auto-assign: new chats go to the next available agent in turn. Agents use their own Available / Away switch on breaks, so no new chats reach them.

Step 5: CSAT on resolve

Analytics → Customer satisfaction (CSAT) → Send survey on. Ask agents to mark chats Resolved when done. The customer rates 1–5 right away.

Step 6: review weekly

Analytics: First response (human replies only), Agent performance and Busiest hours to plan shifts, plus the CSAT card per agent. Filter low ratings by conversation label to find recurring problems.

Tip

Agents can Pause bot (2h) in the contact panel before stepping in. Replying also pauses the bot automatically.

What’s next

CSAT →Reading the numbers.Agents and teams →Roles and round-robin.