Re:amaze Assistant
The Re:amaze Assistant can help your team manage conversations at high volume times and maintain your SLAs. Specifically, it does two important things:
- It reminds you when conversations need attention so your team can maintain a certain SLA.
- It automatically resolves or archives unresolved, stale, or spam conversations that are beyond a certain age, so your unresolved queue can be curated. A conversation is considered "stale" if there have been no customer messages or internal notes within the specified time period. Staff responses to a customer are not considered.
To set up your assistant, click on "Settings" then select your desired channel. You’ll get an at-a-glance view of any current assistant settings.
Next, click on the channel name to edit your settings. Scroll down until you see the "Assistant" option. By default, the assistant is set to no reminders and to help you auto-clean in 30 days. Set it to zero if you do not want/need the help.
Once you're done, simply click "Save Channel Settings."