Intercom UpWork

Meetings

Upwork Summary

Email Set Up

Content Tasks

Customer Support Contact Workflows

[In Progress] Company Attributes

[In Progress] Conversation Attributes

[In Progress] Customer Attributes

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Upwork Summary

Summary of work to be done (to share with applicant)

SLA application and assignment based on customer tags and ticket escalation. (Total: +/- 10 variations)

Management of unresponsive customers with automated triggers and auto-closure of abandoned conversations. (Total: +/- 10 variations)

Application of SLAs and automated check-in messages for different priority levels in chat and email support. (Total: +/- 10 variations for each priority level)

Automated check-ins for specific cases like bug reports and critical issues. (Total: +/- 10 variations)

Routing of chats and emails based on business hours, with different handling procedures for off-hours and during-hours. (Total: 4 variations)

Assignment of conversations to specific teams based on email addresses. (Total: 5 assignments)

Support center management, including adding new articles, improving existing ones, tagging conversations, and integrating video content. (Total: +/- 100 to 150 articles, Clean up 400 existing articles, Tagging conversations)

Work to be done details (to dive into during meeting with applicant)

Refining over weekend and assigning corresponding KPIs/SLAs - List out specific use cases for variations

Workflows

Apply an SLA and assign the conversation when a customer is tagged with Premium Support starts a new conversation.

Apply an SLA and assign the conversation when a customer is tagged with Walla New 60 (Baby Walla) starts a new conversation.

Apply an SLA when a ticket is tagged Escalation.

+/- 10 more variations

Customer has been unresponsive

This trigger is great for automatically handling conversations where the customer has not responded for a selected period of time.

Trigger automated messages and manage conversations which have been inactive for a chosen period of time.

Auto-close abandoned conversations

SLA Application and team responsiveness

Check in automations - Apply an SLA for chat and automate check-in messages for Support Team emails based on conversation attribute and tag.

Chat low priority - Automate multiple check-in and close automations

Chat med priority - Automate multiple check-in and close automations

Chat high priority - Automate multiple check-in and close automations

Chat critical priority - Automate multiple check-in and close automations

Apply an SLA for emails and automate check-in messages for Support Team emails based on conversation attribute and tag.

Email low priority - Automate multiple check-in and close automations

Email med priority - Automate multiple check-in and close automations

Email high priority - Automate multiple check-in and close automations

Email critical priority - Automate multiple check-in and close automations

Automated check-ins specific process/ use cases

Bugs non urgent - Automate non highest and critical bug check-in automations

Bugs urgent - Automate non highest and critical bug check-in automations

Customer status update for critical issues and use automated status updates through the Messenger and via email.

+/- 10 more variations

Business hours routing

After Hours Chat Handling:

During off-hours:

Display a message informing customers that live chat support is currently unavailable.

Collect basic contact details and the nature of the inquiry for follow-up during regular hours.

Automatically create tickets from these inquiries and assign them to the appropriate team for handling the next business day.

Automatically categorize incoming emails based on their urgency or nature.

Apply an extended SLA to these tickets, considering they were received outside of regular support hours.

During Hours Chat Handling:

During regular business hours:

Automatically route incoming chats to available agents

Apply standard SLA for chat response.

After Hours Email Handling:

During off-hours:

Set up an auto-reply acknowledging receipt of the email and informing the customer that a response will be provided during regular business hours.

Automatically categorize incoming emails based on their urgency or nature.

Create tickets and assign them to the appropriate team for handling during regular hours, applying an extended SLA for resolution.

During Hours Email Handling:

During regular business hours:

Automatically categorize and route emails to the relevant departments or teams based on their content or tags.

Apply standard SLAs for email response and resolution times to maintain high levels of customer satisfaction and support efficiency.

Email handling rules:

Assign conversations to support live chat and assign to Support Team

Assign conversations sent to

welcome-team@hellowalla.com⁠

to the Onboarding Team

Assign conversations sent to support@hellowalla.com to the Support Team

Assign conversations sent to

logan-migrations@hellowalla.com⁠

to the Migrations Team

Assign conversations sent to

ed-migrations@hellowalla.com⁠

to the Migrations Team

Assign conversations sent to

supportservices@hellowalla.com⁠

to Premium Services Team

Support center

Add 100 to 150 articles to the support center following provided guidelines.

Clean up 400 existing support articles for formatting, clarity, and accessibility using provided templates.

Choose most popular articles for clean up

Integrate Loom video content into specific articles

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