Support

Teammate CSAT

This flow is initiated if the teammate sends the CSAT survey to the client.

FAQS:

The following flow IDs refer to a Support related FAQ intent:

• Account/Online/Login

• Certifications

• Contest

• COVID-19

• Employment

• FAQ menu

• In-store pickup/Click and

• Installation

• Membership

• Online orders

• Order cancellation

• Order confirmation

• Order modification

• Order problem

• Order Tracking

• Payment

• Product Customization

• Receipt/Invoices

• Refund/Return/Exchanges

• Rentals

• Repairs

• Replacement parts

• Shipping policy

• Sponsorship

• Store information

• Warranty

Custom FAQ

This flow refers to anything that is not covered by our standard intents

FAQ negative:

The flow used when an FAQ was rated as unhelpful

FAQ positive:

The flow used when an FAQ was rated as helpful

Features:

The following flow IDs refer to a Support related feature or tool integration:

• Order tracking

• Store locator

Support menu

These include various introductory menus and fallback messages including misunderstanding, the main menu, and the FAQ introduction

Wait management

These messages are sent during opening hours after a teammate has not/can not respond within the outlined intervals