User/Agent Journey

Articles

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Agent Journey

At the time customer books an choose, the case is soft-assigned to an agent and that agent is notified of the same. Soft- assignment means that the agent's capacity is blocked so that customers are not able to double-book an agent. Four types of notifications: At the time appointment is created

Knowledge Base Article

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User/Agent Journey

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Customer Journey

The customer choose a chat on the brand's website/mobile. To schedule an appointment, the customer is prompted to select a date and time from a list of currently available slotsOnce a slot has been selected by the customer, we give them an option to either confirm the current appointment time,

Knowledge Base Article

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User/Agent Journey

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