Mastering Guide for Setting Up Your Help Desk
You'll need to complete the following eleven steps:
Invite your team members
Customize your live chat
Set up incoming and outgoing emails
Resolve a conversation
Assign a conversation to a team member
Check out customer data
Create a saved reply
Insert a note
Write more Knowledge Base articles
Activate the AI chatbot
Try the Reply with Ai function
Step 1: Invite your team members
Invite your team members to your workspace under the Admin section.
In the Members option, just click on the Invite Team Member button and enter the email addresses of those people you want to see in your workspace.
After each email, click on Add, and when ready, click on next, and select the permissions you want to give to these members.
They can either be
owners with unlimited access,
managers with editing access,
or members with usage access to the modules.
When you're done with the setup, click on Send invite, so you can all collaborate and manage your conversations.
Step 2: Customize your live chat
In your Inbox, under Settings, you have an option saying Chat style. Here, you can customize your chat and make it match your brand look by changing color, logos, descriptions, visibility, spacing, and icons. Once you’ve customized your live chat, click on Save settings, and check out how it looks on your website!
Step 3: Set up incoming and outgoing emails
In your Email Settings section, you'll find all the information you need for configuring your email addresses. In your incoming email setup, set up the forwarding of your emails towards SAAS First. For your outgoing email, you must allow us to send emails from your email address. This can be done from outside of SAAS First. Our app provides a comprehensive guide for both the incoming and outgoing email setup.
For more information on how you can set up your emails, please visit these articles:
Step 4: Resolve a conversation
You can Resolve a conversation by clicking to the tick sign in the top right corner. This conversation will then be in the Resolved section in your Inbox.
Step 5: Assign a conversation to a team member
You can also assign a conversation to a team member or a group of members at the top of the conversation by selecting from the list of people you see there. This will be visible in the filters on the left.
Step 6: Check out customer data
Check out the customer data of the person who sent you the message on the right. If you click on Visit profile, the full contact page will open for you, where all information you might need is available.
Step 7: Create a saved reply
You can also create Saved replies in your Inbox, to make sure you don’t have to type everything again and again if there’s a template answer you frequently use for common questions. When you click on the Saved Replies button, click on Create new and type in the message you want to save as a canned response. Next time you need to use it, you just have to insert it in your conversation.
Step 8: Insert a note
You can also insert notes into the conversation, which will only be visible to you and your team members. Select the Note option, enter the information you want, and then click on Save.
Step 9: Write more Knowledge Base articles
More articles mean there is more info the chatbot can learn, and the better its answers will be. So, write as many articles as you can with useful content for your chatbot. Go to your Knowledge Base, create new categories, name and customize them, and create sections within them. This way, you’ll have an organized place for your articles. Create your articles by clicking on Add article, and fill your Knowledge Base with information. Don’t forget to activate the Add to Milly option at the bottom of each article and save them!
Step 10: Activate the AI chatbot
Activate the AI chatbot in the Setup Milly section by clicking on the button saying Activate Milly. Check out how Milly initiates the conversation for your customers in live action.
Step 11: Try the Reply with AI function
In your Inbox, you can use the Reply with AI function for all types of messages. You can either turn on the Library the AI chatbot is working from, and let is find the answer for the incoming question, or you can just jot down some notes you want to include in your reply. You can also adjust the tone and style of your messages uniquely for each reply. Once ready, just click on Write a Reply. Edit the text, or just send it right away.
