Understand the SMS Issue workflow

Relay makes it easy to work on merchants' Issues all from the same Issue modal (window). In this guide, we will go through the basic SMS workflow and functionality, with you acting as both a Customer User submitting the Issue and an agent working on the Issue. 

As a Customer User 

Ask your Admin to provide you a phone number for an SMS interaction. Text a help request to that number. An Issue will be automatically created in Relay.

If your phone number is associated with an existing Customer User, the Issue will be associated with that Customer User. If not, a new Customer User (and Customer) will be created.

As an agent

1. In Relay, go to the Unclaimed queue in your Issues inbox. 
2. Review the Case Card to see the information available (e.g. Case Source icon, Owner Team, Customer SMS number, etc.).
3. Claim the Issue you created. This action will move the Case to the Mine inbox queue. Verify that the Case has been moved to the right queue. 
4. Go to the Cases → List and find the Support issue you created.
5. Double click on the Case or click on  (Pencil) to open the Issue modal (window).
6. On the information card at the top of the modal, verify that your name is listed as the Owner User and that the Case status is set to Remote (to learn what the different statuses mean, click here).
7. Locate the Public Chat on the left side of the Case modal. Verify that the channel dropdown is set to SMS. 
8. Send a test SMS to the customer.
9. Test the other functions of the modal chatrooms (and learn more about chatrooms here):
   • Select the Private Chat tab and send a message in that chatroom. Private Chat allows agents to collaborate on the Case. Customer Users will not see the messages sent here. Learn more about using Private Chat here. 
   • Click on  (Add Log Note) at the bottom of the chat window. Post a note in the chatroom. These notes will only be visible to you and other Relay users who have access to the Issue.

As a Customer User

Check your texts. Verify that:

1. You received the messages sent from Public Chat.
2. You did NOT receive records of any log notes or Private Chat messages. 

As an agent

Navigate to the Issue Edit section on the right side of the Issue modal (window). Learn more about the Issue modal and its functionality here. 

1. Give your Issue an Issue Name.
2. Add the correct tags to the Categories field.
3. Tag the product this issue is associated with in the Product field (such as Vx520). The dropdown will show all products associated with that customer location. You can use the Not Listed? button if you cannot find the product in the dropdown.
4. Type any additional notes into the Issue Symptoms, Diagnosis, or Resolution fields.
5. Hit Save.
6. Click Search Articles to search for a knowledge base article to attach to this issue (this would be the knowledge base article you would use to address the issue the customer is emailing in about).
7. Open an article, review the content, and then click Add to Issue & Copy URL.
8. Validate the article was added to the Articles section and close out of the search panel by clicking the X in the top right corner.
9. Go to (Files) on the left navigation bar of the Issue modal and attach any relevant files or images to the Issue.
10. Go back to(Issue Details) on the left navigation bar of the Issue modal. Try the following functions:
    • Escalate and de-escalate the Issue (learn how here).
    • Check Team and User assignments on the Issue and re-assign the Issue to another User and Team if necessary (learn how here). 
    • Check and edit collaborators on your Issue (learn how here). 
11. Click the Resolve button at the top of the modal (or go to Issue Transitions → Resolve if you have a smaller screen) and set the Resolution field to Completed to resolve the Issue (or to Cancelled if you would like to simply cancel the Issue). 
12. Go to the Survey Channel section of the resolution form and verify that the Email toggle is off. That way, you, as a Customer User, will not receive a Customer feedback survey at the end of the interaction. NOTE: feedback surveys for SMS interactions can only be sent via email.
13. Hit Save to return to the main screen of the Issue modal.
14. Verify that the Issue status is Resolved (or Cancelled, if you set the Resolution field to Cancelled). You may now close the Issue.

As a Customer User

You will receive a text notification that the Issue status has changed to Resolved.