PLuG

DevRev PLuG empowers your customers and customer-facing teams with ready access to relevant information to enable more effective communication.

PLuG refers to the part of the DevRev platform that directly enables communication with and understanding of your users, including your customer success and support teams.

The PLuG widget is chat box that your end users will use to interact with you.

The PLuG inbox is where conversations started by your rev users are found. You can access it as Inbox from the left navigation bar in the DevRev app. Rev users can start conversations from the PLuG widget installed on your website/app or through email if you have set up email configuration. In addition to the Inbox, the Active Ticket Tracker shows tickets that do not require code change. The Product Assist Tracker shows all tickets which need code change or issues; this tracker is to coordinate activity with product teams for long term items.

Support with PLuG and Inbox from DevRev.

You can see an example of the PLuG widget on the Maple Software website.

To integrate PLuG into your environment, refer to the PLuG integration instructions.

Conversation

A conversation is an object type that is used to track any synchronous or near-synchronous discussions. A conversation may be started by a rev user, a dev user, or a system (auto-created).

A new conversation is routed to the customer org's default owner unless it matches keywords in the support routing snap-in configuration.

Conversations from new or unidentified customer orgs have lower priority than existing customer orgs.

Tags [values]

• Stalled
• Priority/Escalated
• Fast/Slow Moving
• Blocked
• Resolution: [value]

Stages

The following figure shows the state machine for conversations.

Open

• New

  The initial stage for all valid conversations. In certain cases, spam may get past the filter and end up in new which would be moved to suspended. When someone from the support team responds, the status will change to waiting on user as they need a response from the user to take the next step towards addressing the user's concern.

• Suspended

  The initial stage for all invalid conversations, which may include spam or otherwise suspicious inquiries. This stage is used to minimize noise in the support inbox. If, upon review, the suspended item is deemed valid, it will be transitioned to the new stage.

In-progress

• Waiting on user (WOU)

  Someone from the support team has responded and is waiting on a response from the user. For the initial response, the stage will transition from new to waiting on user. When a customer responds back to support, the stage will transition to needs response.

  Towards the end of the conversation when the resolution is expected to be valid, the support team member will ask the customer to acknowledge their concerns have been resolved. When the support team member asks this question the stage will transition to waiting on user, and if they validate it will move to needs response for the support team member to verify resolution. Once verified the support team member will move the stage to resolved. If the user does not validate the resolution, the support team member will respond back to the user and the process will continue.

  To calculate the time to initial response you can look at the duration between the conversation created timestamp and the time the stage transitioned from new to waiting on user. Another method is to see how long the conversation was in the new stage.

• Needs response (NR)

  The customer has responded; the support team member needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a support team member responds the stage will transition to waiting on user.

  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage will transition to hold since the support team member is blocked by a dependent item.

  Conversations which need a response from the support team member show a Reply button in the inbox.

• Hold (H)

  The resolution is waiting on some dependent item. Dependencies may include review from someone other than the support team member (e.g. SME, manager, PM, developer) or the completion of other work items (tickets or issues).

  When the dependencies have been completed the stage will transition to needs response to bring to the support team member's attention. Upon review they may put the conversation back on hold to re-escalate the item. If the dependencies seem to be resolved the support team member will respond to the customer and the stage will transition to waiting on user.

Closed

• Resolved (R)

  The final target stage for conversations. It means that the customer's concerns which led to the conversation have been addressed.

  A conversation set to resolved still shows in the end-user's widget. If they respond again, it will reopen the conversation and set the status to needs response.

• Archived

  The final stage for conversation. A conversation set to archived is no longer be visible in the end-user's widget.

PLuG widget customization

With DevRev’s customizable options, you have the power to create a widget that reflects your unique brand identity. From color schemes to personalized messages, the possibilities are endless. So why settle for a generic widget when you can create one that truly represents your brand? Get started today and give your customers an unforgettable experience.

You can configure the look of your PLuG widget under Settings > New PLuG Setup > Styling and Layout.

Styling

Attribute	Description
Launcher Logo	The image that is visible as your widget icon. A 20-pixel square image is recommended.
Alignment	The side of the screen you want to show your widget on (left or right).
Spacing	The horizontal and vertical distance from the aligned side (left or right) and the bottom of the screen respectively.
Brand Logo	The image visible to your users in the top-right corner when they open the widget. A 20-pixel square image is recommended.
Appearance	The theme of the widget (light or dark).

Layout

Attribute	Description
Title	The greeting message shown at the top of your widget.
Search	Enables users to search for articles through the widget.
Add a Card	Create an announcement or highlight something to your users. You can link to any of your blogs, product releases, or events with a title, description, and image.