Monitoring team activity with Presence
Presence is a Reamaze feature to help you stay in sync with what your teammates are working on. Here's how Presence works
On the dashboard
Other agents browsing a conversation will have their avatar appended to the conversation preview. In situations where multiple agents are viewing the conver...
Agent collision detection
It happens. Excited and proactive customer support agents will sometimes "fight" to support customers. It's entirely possible for two or more staff members to reply to the same customer message simultaneously. This can happen if two agents are in different locations. If unintentional, this can be...
Understanding team email notifications
When new conversation messages arrive in Reamaze, every staff member on the team will receive an email notification (if they have notifications enabled). The first agent who successfully responds to the customer will be automatically assigned to the entire conversation. Other team members will re...
Understanding team viewer notifications
Team viewer notification tells you the date and time when another team member viewed a customer message. This feature was first introduced in our small update here.
Knowing the state of a customer conversation beyond open (unresolved) and closed (resolved) can help you keep the team organized.
Understanding Tags (also known as folders or labels)
We always like to say that tagging is a habit. Sometimes, it's a very necessary habit and all support team member should get in the habit of tagging conversations. A tag in Reamaze serves several different function:
A tag acts as a label. If you're familiar with Gmail, this will make a ton of s...
Internal notes for teams
Internal notes are messages sent back and forth between internal team members. These notes usually reside within conversations among messages sent between staff members and customers. For example, if John (a staff member) is talking to Bob (a customer), he can add an internal note addressed to Ch...
Creating and using response templates
Response templates are sometimes called "macros" or "frequently used replies" or "canned responses". They're all the same thing, though. People just like to confuse each other! You can create as many response templates as you'd like and then organize them by brand availability. To get started, he...
Creating your knowledge base / FAQ
Knowledge Base Modes
Each of your brands in Reamaze has a knowledge base feature that can be deployed in various different formats. Unlike traditional knowledge base softwares, Reamaze-powered knowledge bases can be:
Hosted by itself on its on domain
Integrated into your site or app as an inli...
Inserting knowledge base articles into replies
You can easily search and insert existing knowledge base articles in your replies so customers can reference important content with a single click. This is very efficient and does not require you to recompose long message replies.
To insert a knowledge base article, open a conversation, scroll t...
Setting up automation workflows
Automation workflows is one of Reamaze's best features and one that you should definitely take advantage of. It can be tuned to do a wide variety of tasks for you. For the lack of a better phrase, it's our version of "set it and forget it".
Automation workflows starts with some conditions. Condi...
You’re all familiar with how fluid Reamaze can be when responding to customers whether through the web UI or your mobile email client. However, one missing element was the ability to control the state of a message sent via email. In the web UI, you’ve always been able to archive a message, insert...
How Reamaze Assistant works
It’s not unusual to be absolutely inundated by customer requests and support conversations during busy times of the year. It’s also not unusual to receive conversation requests that need no follow-up or reply. These are typically confirmation emails, no-reply emails, etc. Whatever the case, certa...
Combo filters and sub-filters
Reamaze filters can be used in combination with each other. For example, you can first click on a channel and then on a sub-filter like “Unresolved” to see all unresolved conversations in that channel. You can also click on a channel first and then on a sub-filter like “Awaiting” to see all conve...
Sorting and managing conversations
The sort order for customer conversations in Reamaze is performed automatically for you and your team depending on the filter view you're currently on.
For the "All Conversation" filter (and other sub filters are inclusive of a lot of historical conversations, like "Archived"), conversations are...
Simply hit "?" on your keyboard while on the dashboard to bring up the legend!
Reamaze for iOS and Android
We do have mobile apps!
Reamaze’s iOS and Android apps give you the ability to amaze customers while you’re on the go! With real time notif...
Setting up your live chat office hours and availability
Reamaze live chat supports personal office hours. If you manage a team of live chat agents or are on a team of live chat agents, managing everyone’s office hours can be a bit challenging. Live chat office hours allow you to set your own time and availability.
Once you set your chat hours, you’...