Support Request Queueing: Queues collect all incoming requests into a single channel for your support agents to easily ‘PickUp’.
Private Conversations: Individual private channels keep conversation history neat and tidy no matter how they choose to contact you.
Creating queue channels
Use the ‘Create new Queue’ button or the
/seamly create command to create a new queue channel that you can then add agents and clients to.
Adding Agents to a Queue
To add a new support agent to a queue channel (which allows them to view and respond to incoming support requests), use the
/seamly addagent command within the queue channel.
NOTE: This is the only way to add an agent to a queue channel. If you try to use the built in Slack
/invite command the action will be immediately reverted and you’ll receive a notification saying to use the Seamly command.
Adding Clients to a Queue
There are few ways to invite clients or client teams to join a queue channel.
Inviting a Slack Team
To send an invite to another Slack team, use one of the following methods:
- Click the ‘Invite a Client’ button from the Seamly app home message thread.
- Use the
/seamly addclientcommand within the queue channel.
Once you fill out the information in the dialog box and submit it, an email invite will be sent to the client for them to accept.
Sending SMS only invites to client phones
If you have clients that don’t use Slack and just want to be able to text your business phone number for support, you can send them and SMS only invite.
To do this, go to your dashboard at https://business.seamly.chat, select your agent team, then click ‘Add a Client Team’ at the bottom.
Add the individual clients names and phone numbers for the team and they’ll receive a text with a contact card and a welcome message.
Removing Agents from Queue
To remove an agent from a queue they are currently part of, use the
/seamly kickagent command.
NOTE: This is the only way to remove an agent from a queue channel. If you try to use the built in Slack
/kick command the action will be immediately reverted and you’ll receive a notification saying to use the Seamly command.
Picking Up Conversations
When a support request comes in, it’ll be directed to the queue channel for that client. Agents that are part of that queue can click the ‘Pickup’ button at the bottom of the message, or the
/seamly pickup command to PickUp the first client in the queue of waiting clients.
After an agent has dealt with a support request within the private conversation with a client, they can close out the conversation by using the
/seamly close command within the client’s personal private channel.
The Seamly Client app has very limited functionality and simply exists to facilitate direct communication between you and the support team for the company that’s providing you support.
When you receive an email invite from another Slack team, you will simply install the client app and accept the invite using the ‘Accept Invite’ button from the app home message thread. Once that’s completed a private channel will be created for you and any other user within your team who has authorized the app.
From there you will use that channel to contact that support team.