Messages & Surveys Training
Messages in Kayako are messages left by the customers when the Chat is offline while Surveys are survey responses or ratings from the customer after completing an online chat. Only the offline messages need to be responded with a reply to answer the customer's concerns or inquiries while the surveys only need to be marked as read.
Offline Messages have an envelope icon while Surveys have a star as shown below:
Procedures:
1. Go to https://helpcentre.crazysales.com.au/staff/index.php?/LiveChat/Message/Manage
2. Look for new messages / surveys received. Normally, a closed envelop icon means that the offline message is not yet opened or read while an opened envelop icon means that it is already opened and read.
3. Open the message and check the subject and the message contents. To reply, click on the Reply button located on top. Depending on the customer's concern or inquiry, compose your reply and click Send after double checking your composition.
4. For aftersales, always log notes on the backend. The Message ID can be copied on the top left section of the page.
5. For duplicate messages, after confirming that there is already a reply sent to the customer on the separate message ID, you can simply click on Mark as Read and proceed to the next one. For surveys, simply click on "Mark as Read" after opening.
