Introduction
Managing your support inbox effectively can often mean prioritizing certain conversations while deferring others for later attention. Richpanel’s snooze function allows you to temporarily remove a conversation from your active inbox and set it to return at a specified time. Additionally, enabling follow-up on snooze can help you maintain communication with customers, ensuring that their issues are resolved in a timely manner. This article will guide you through snoozing conversations and setting up follow-ups in Richpanel.
Prerequisites
Before proceeding, ensure that you have access to the Richpanel account with the necessary permissions.
Enabling Follow-Up on Snooze
Step 1: Set up Follow up Messages
- Click on the gear icon on the bottom left of the Richpanel dashboard to go to 'Settings'.
- In the settings menu, look for ‘Automation’ and then select ‘Follow Up On Snooze’ under this section.
- Toggle the switch to enable follow-up messages. You can configure the timing for the follow-up, such as sending a message if the customer doesn't respond within a specific time frame (e.g., 5 minutes).
- Click ‘Edit’ next to the follow-up message to customize the message content. Use tokens like
%FirstName%
to personalize the message with the customer's first name. - Ensure you save the changes to activate the follow-up messages upon a conversation being snoozed.
- If desired, you can set multiple follow-ups by toggling on additional follow-up options and customizing them as needed.
- Optionally, you can enable the auto-close feature for snoozed tickets, which will close the ticket automatically after a set period if there is no response from the customer.
Step 2: Set up Auto-close
Conclusion
Snoozing conversations in Richpanel allows you to maintain a clutter-free inbox and ensure you revisit important customer interactions at the most appropriate time. Coupled with the follow-up on snooze feature, you can automate part of the follow-up process, enhancing your customer service efficiency and making sure no conversation slips through the cracks.
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