Customer channels
Your customer employee answers people contacting your business. Set its role, give it the business information customers need, and choose the channels it should answer.
This is separate from your internal employees, which work with your team, meetings, and connected business apps.
Set up your customer employee
Section titled “Set up your customer employee”- Open Employees in the dashboard and choose Create customer employee. If your account opens customer setup from Customer inbox, you can start there instead.
- Choose the employee’s name, appearance, and email address.
- Edit its job description. Explain your services, the questions it should handle, and the business details it should use in answers.
- Add the relevant company documents, such as hours, service descriptions, policies, and current price sheets.
- Choose the channels customers can use and complete each channel’s setup.
Your account has one customer employee. If you already have one, update that employee rather than creating a second one.
Enable Emails and save the employee’s address. Customers can write to that address and receive an answer; the account owner receives a copy of each reply.
The supplied address works with your enabled email channel. To use your company’s own domain, follow the email settings’ DNS instructions and complete verification before sharing the new address. Customer email needs Customer communications access.
Text messages and calls
Section titled “Text messages and calls”Complete the business-number setup under Text messages and wait for the number to become live. Enable text messages, calls, or both for the customer employee.
Customers reach that assigned business number. It is separate from the Workforce AI contact number you use for your own employee conversations. These channels need Customer communications access and credits.
See SMS and Phone calls for examples and setup checks.
Once your business number is live, choose Connect WhatsApp in the customer employee’s channels. Complete the Meta window, enable WhatsApp, and save. Customers can then message the connected business number; eligible WhatsApp calls use that connection too.
Customer WhatsApp needs Customer communications access and credits. See WhatsApp for the difference between customer messages and your internal employee conversation.
Website chat
Section titled “Website chat”- Enable Website chat for the customer employee.
- Set your company website under Settings, then Profile.
- Copy Code for your website from customer setup and add it to the website you entered.
- Open the site and try the chat. The visitor verifies their email before the conversation starts.
Use the actual website hostname customers visit. Website chat matches the page to your account, and needs Website chat access, an active paid subscription, and credits.
Try the customer experience
Section titled “Try the customer experience”Ask a normal customer question through each enabled channel, such as your opening hours or which service covers a particular job. Check the conversation in Customer inbox. If an answer needs a change, update the employee’s instructions or source document and try again.
The customer employee answers from its selected business knowledge and customer history. Its tools support time, web lookups, and the customer’s name; your internal employees handle work inside private connected apps.