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Background: This article has been created to guide support agents in using the Digital First Omnichannel (DFO) environment’s softphone, which is integrated within Salesforce. This helps to ensure all agents can efficiently manage Calls, Chats, and Email Interactions.

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Note

NOTE: If you get an Email from a customer replying to a previous message being handled by another agent follow these Steps:

  • Go to the “Directory” Tab in DFO and search for the required agent

    • IF the system shows the Original Agent as Available (🟢) or Busy (🟡):

      • Transfer the Email to the Original Agent

    • IF the system shows the Original Agent as Unavailable (🔴) or Logged Out (🔘):

      • Handle the Email yourself. Make sure to reply to the customer based on the “Responding Emails” Procedure below, and leave a note in the Contact’s Feed, tagging the original agent so they can follow up later

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Step

Action

1

  • Click “Reply” to draft your response

image-20241123-175604.png

2

  • You should be able to see the following:

    • To: Customer’s Email Address

    • From: Support Email Channel

    • Subject: Original Email Subject

Warning

If you receive an email from a "No Reply" address, please DO NOT reply directly to that email

  • Instead: manually update the "To" field with the correct customer email address.

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3

  • Write your response

    • You cannot send an empty Email. The “Send Message” button will remain greyed out until a both subject and text are entered

image-20241123-180104.png

DO NOT INCLUDE EMOJIS under any circumstances

image-20241123-180150.png

5

  • If Attachments are needed, use the “Attach Files” Icon or Drag files directly into the email

  • The agent can also copy and paste screenshots into an email

image-20241123-180424.png

6

  • Once you are done click on “Send Message” to send your response

image-20241123-180541.png

7

  • To close the Interaction

    • Click the 3 dots next to “View Details” and select “Outcome”

image-20241123-180626.png

8

  • Update the status:

Note

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

Once an interaction is set to Closed, the agent will not be able to reply to the original thread (unless the customer replies and reopens it)

image-20241123-180757.png

9

  • Add Disposition Category and Notes

Info

You will be able to manually type the disposition category instead of searching through the dropdown list until finding it

  • Then click on “Save”

image-20241123-180835.png

10

  • Finally, click the 3 dots next to “View Details” and select “Unassign & Dismiss” to remove the email from your active inbox

Note

The agent will remain in an after call wrap-up state until they unassign and dismiss the contact from their inbox.

image-20241123-181120.png

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Step

Action

1

  • When a chat is assigned, click “Accept”

image-20241123-183328.png

2

  • If the customer is recognized by the system, their details will automatically populate in Salesforce

    • If not: You will need to manually search for their information using the global search

image-20241123-175919.png

  • The chat window will display

image-20241123-183519.png

3

  • Respond to the customer’s messages in the chat window. A chat can be sent by either pressing “enter” or the “Send Message” icon.

image-20241123-183557.png

  • You Can:

    • Attach Files using the “Attachment” Icon

image-20241123-183845.png

  • You Can:

    • Add internal notes if needed by clicking the “Add notes” Icon in the lower right corner.

      • The customer will not see these notes.

image-20241123-183912.pngimage-20241123-183925.png

  • You Can:

    • Copy and Paste screenshots directly into the chat

Note: Customers will have the option to send you attachments, but they cannot send screenshots

4

  • To close the chat

    • Click the 3 dots next to “View Details” and select “Outcome”

    • Always mark chats as “Closed”

    • Add the appropriate Disposition and Disposition Notes

Note

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

image-20241123-184101.png

image-20241123-184120.png

4

  • Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

image-20241123-184133.png

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Step

Action

1

  • If a new chat arrives while you are handling another:

    • Click “Accept” so the new chat will open in a separate tab on the left hand column

image-20241123-184311.png

2

  • A red notification bubble will indicate pending messages in other chats

image-20241123-184330.png

3

  • Respond to chats promptly while managing all active interactions

4

  • To close the chat

    • Click the 3 dots next to “View Details” and select “Outcome”

    • Always mark chats as “Closed”

    • Add the appropriate Disposition and Disposition Notes

Note

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

image-20241123-184436.pngimage-20241123-184454.png

5

  • Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

image-20241123-184517.png

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Step

Action

1

  • When the call/chat/email ends, the agent’s status will default to UNAVAILABLE Wrap Up

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2

IF Phone:

  • Click “Outcome” in the Taskbar

  • Update the Status and Disposition notes

  • Then complete the process by saving the interaction

  • Leave a note with a summary of the interaction:

Info

If the customer' contact record is available AND the task record has been properly related, only a summary of the call is needed.

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Complete all necessary after call work (downloading calls, etc.) BEFORE saving and closing

image-20241123-185015.png
image-20241123-184454.png

IF Chat or Email:

  • Click the 3 dots next to “View Details” and select “Outcome”

    • Always mark chats as “Closed”

    • Add the appropriate Disposition and Disposition Notes

    • Leave a note with a summary of the interaction:

Info

If the customer' contact record is available AND the task record has been properly related, only a summary of the call is needed.

Note

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Complete all necessary after call work (downloading calls, etc.) BEFORE saving and closing

image-20241123-184436.pngimage-20241123-184454.png

 

3

The agent’s status will automatically change back to available.

If a Homeowner account is not available in Salesforce

Relate the interaction to the parent account (Organization) and leave the contact information in the disposition notes:

  • Customer’s Name

  • Job Link - EB homeowner

  • Contract ID - Beam Customer

If an Installer/Sales Rep account is not available in Salesforce

Relate the interaction to the parent account (Organization) and leave the contact information in the disposition notes:

  • Customer’s Name

  • Customer’s Email address

  • Job Link - EB homeowner

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