Welcome! Brand Embassy is a pretty easy tool to use. Today we will show you the ins and outs of the platform to get you started:)
Once you have logged in to Brand Embassy, you will see several things.
The care section is divided into 3 parts:
- The Inbox
- The left panel where you can create customizable views
- The right panel with the information about team activity or user status
The Get Cases Button
The most important one is the Get Cases button which gives you new cases to work on!
Note: The button will be always grey (inactive) until you turn your status to online in the status bar on the right panel ;)
Once you click it the get cases button a case is assigned to you based on the intelligent routing rules, such as source or language, set up by your managers.
The Case Detail and Replying
Once you click on the case you are going to process, it will open in a new tab. You can see all the related info. The name of the customer, the channel it’s from or the keyword tags related to the message.
You can also see the queue the case was routed to as well as the agent on the right side of the case information. This is how Brand Embassy knows that this agent is busy with a case and next incoming cases will be routed to the agents that are available at the moment, according to your settings.
Click into the reply box, where you can type your reply, add an internal note or create a draft for approval
You can also use a quick response from the knowledge base, which can be personalized
Once your response is ready, hit send :)
On the top right there is the To Be Done list where you can see all the new comments to help you keep organized
Closing a tab
Once you have finished work on your case you can close the tab by clicking on the ‘x’ on the left side of the customer's name or the 'Close tab' button.
Once you close the tab you are no longer an assignee of the case. That means that the case returns to the queue to be assigned to another available agent if its status changes back to NEW/OPEN (there is a new message from the client). Closing the tab also means that you are available for the next case to enter your inbox.
Just under the To Be Done list you can see the customer profile overview. Once you click on the detail, you will see the history of communication to help you connect the dots between each channel. You can also add information about the customer such as email or telephone number