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Commands

If your teams are stuck in repeating some common replies and actions often, you can start using commands to unleash productivity across your teams. Commands can help your frontline teams like support agents to manage high volumes of customer queries by providing repetitive standard responses and actions in a single click. This enhances productivity, reduces response time, and maintains consistent communication quality, thereby improving overall customer satisfaction.

A command is a single-click shortcut that you can define to send pre-defined responses. These responses can include replies to internal colleagues as well as customers and can support placeholder variables that get dynamically resolved based on the context in which a command is applied.

Benefits of using commands

  • Efficiency: Apply commands to perform repetitive actions quickly, reducing the number of clicks and keystrokes.
  • Consistency: Maintain uniformity in responses across the team, reflecting current policies and communication style.
  • Error reduction: Minimize manual mistakes by standardizing responses and actions.
  • Enhanced productivity: Handle more tickets in less time, increasing throughput.
  • Customer satisfaction: Deliver faster and personalized responses, enhancing the customer experience.

Creating commands

  1. Go to Settings > Commands > + Command.

  2. Fill in the details and which objects it should be available on. You can also set the status of a command to any of the statuses mentioned below:

    • Draft: This can be used to draft commands that are not ready yet for being used on records but need to be reviewed and published.
    • Active: These are commands that are published to be used in your day-to-day work on respective surfaces.
    • Inactive: These are inactive commands that were active once but have been deactivated and cannot be used on any record unless activated again.

commands

  1. Define the formatted pre-defined response that you want to send when you run the command. You can use placeholder variables that will be auto-filled from the record when the command is run and you can review and send the final response after editing if needed. Placeholder variables that are supported will be specific to the record for which you are defining the command.

placeholder

Managing commands

  • View All Commands: Access a centralized list of draft, active, and inactive commands. You can sort and filter these commands based on their properties or attributes.
  • Edit or clone commands: Make changes to existing commands and reuse commands with some minimal changes by cloning them.
  • Deactivate or delete commands: Review the commands collection and deactivate commands that are not needed anymore. Commands that are made inactive will still be present in the system and can be activated for use again. If there is clear conviction that something will not be needed, delete them permanently from the system.

Applying or Running Commands

  • Select a command: On any record use the Slash Command button or just type / in the comment rich-text-editor in the internal or external discussion area to open the command selection menu. Based on what you type after /, the command selection menu automatically shows the relevant items. You can navigate through this list with your keyboard up and down arrows to preview what each command does, then select a specific command to run.
  • Customize before sending: Edit the command-generated content to ensure it suits the specific context of the ticket. Placeholder variables in the response that could not be auto-filled for some reason will show up distinctly to catch your attention so that you can fill it out manually and send the correctly formatted response.

slash command

Best Practices

  • Start by creating a few essential commands and gradually expand your collection based on the most frequent types of queries you receive and the tasks you perform. Remember, the goal is to make your support process as streamlined and effective as possible, benefiting both your team and your customers.
  • In order to facilitate quick discovery of commands while applying, names should be easy to remember and follow a common structure for easy categorization and search. If you have common themes or categories, the exact convention is up to you to standardize for your teams.

For example: Category - Sub-Category - Specific command subject:

  • Rerouting-Reroute to Payments-Refund
  • Rerouting-Reroute to Payments-Payment failure
  • Rerouting-Reroute to Sales