Which actions can a customer agent use?
Staffify Workspace actions let your agents look up and change data in Staffify, such as invoices, quotes, appointments and tickets. An agent that talks to customers must only show each customer their own data. That is why every Workspace action has a label.
The three labels
- Own data only
- Shows or changes only the data of the customer the agent is talking to, for example "do I still have an open invoice?" or "move my appointment". The agent only sees what the customer may see, such as name, contact details, numbers, dates, amounts and status. Internal notes, custom fields and who in your team handles it are never shared.
- Public
- General business information without customer data, such as your services, products and prices.
- Your assistant only
- Works on data of all your customers, for example searching contacts, revenue figures or lists of overdue invoices. These actions are only available to your own assistant and can not be linked to an agent that talks to customers.
How the agent knows who it is talking to
The agent recognises the customer by the email address the message came from, the WhatsApp number or the phone number of the caller. When that matches the customer of the record, the agent can help right away.
Check questions in one message
If the agent can not recognise the customer, for example because they write from another address, it asks a few check questions in one message: postcode and house number, or the number of one of their invoices with its amount. The agent never says the right answer and never says whether a record exists. After a correct answer the agent remembers this for the rest of the conversation, for a limited time. On the phone the agent asks the questions one after the other.
When the answers are wrong
If the answers do not match, the agent says so without saying which detail is wrong. After several wrong answers the agent stops asking and a colleague takes over: an email goes to your inbox for review, on WhatsApp the agent offers a colleague, and on the phone the agent offers to transfer the call or ends it politely.
Accepting or declining a quote
Accepting or declining a quote always needs the check questions first, even when the email address or phone number matches.
Chat widget
Visitors of the chat widget are anonymous. In the widget the agent only shows or changes appointments and tickets made in the same chat, and does not ask check questions. For earlier bookings it points the customer to their confirmation email.
Linking actions to an agent
When you link actions to an email, WhatsApp, phone or chat agent, actions that are only meant for your own assistant are not shown. The other Workspace actions show their label, so you can see what the agent can do.