Page 57 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Explain the Suggested Response

“Selecting the suggested response automatically inserts the response in the agent’s reply
window and provides a response back to the customer. The agent can add any additional
information as needed to that response before replying to the customer.”

Action: Show the Supervisor Approval Option

Highlight the approval icon to have the message sent to a supervisor for approval. There is no
need to actually select this option unless the prospect requests a walk through of the approvals
process.

Explain the Approval Option

“Agent’s may want to seek approval for a specific response prior to having it sent to the
customer. They can select the ​Request Approval​ icon to send the message to a supervisor for
review and approval.”

Action: Show Agent Handling Options

Highlight how an agent can transfer and recategorize an active interaction, snooze the
interaction for a period of time and complete the interaction (i.e. end the interaction).

Author: Alain Mowad Page 57 of 73