Want to create interactive content? It’s easy in Genially!
Ignite
dawn kennedy
Created on February 8, 2024
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Transcript
Start
Ignite
Next
Introduction
Next
Logging on
Next
MiCollab
Next
Making yourself available
Next
Getting to know your ignite
Next
States
Next
Next
Next
Next
Next
Accepting Interactions
Next
Live Chat
Next
Applying a code to a live chat
Next
Next
Next
Telephone calls
Next
Emails
Next
Emails that dont require a reply
Junk emails
Next
Next
Transferring emails
Info
If you prefer to choose a set time, click on the calendar icon and choose the best time and date that suits the customer.
For follow up emails, make sure you add notes in the usual way so it’s clear what the follow up action is for.
Emails where you need to follow up such as Transends where you couldn’t reach the customer on the telephone, or you’re awaiting a response from another team, you can mark as follow up. Just click the flag icon to mark it as follow up. Follow up will present the email back to yourself at a time you select.
Flagged emails for 'follow up'
Next
When the follow up is due, you will receive the email back into your inbox. You will be presented with your notes section first.
Following up flagged emails
Next
Next
Searching for emails and calls
Next
Looking in current queue
2. Type in the name or email address, even If that address isn’t in the current contact list it will drop to the bottom.
1. To create a new email, click on contacts here.
Next
Creating a new email
4. This will bring an email up ready to type in. Don’t forget to add which inbox the email is to be sent from.You can now write your email as normal.
3. Click on the name or email address and click on the email button.
Next
Creating a new email
2. Click on save and enter in the name you want it to be called. Then click on save again.
1. Click on tools, the click on email.
You can create a personal template to use in your emails, and the great news is, it’s really simple too.
Next
Creating a new template
3. This will now be in your templates under your name.
Next
Creating a new template
Knowledge Check
Next
If you wish to view the previous emails or to reply to your email, click on ‘Interactions’ All emails related to the case will be listed. You can click on these to view them, or click ‘Reply to all’ to reply to the customer.
We do receive email which are marketing campaigns from other companies etc. We can mark these as ‘Junk’ Accept the email in the usual way, either by the tick in the corner, or reply to all in your inbox. Click on junk and this will send the email into the junk section.
You may see some people at maximum capacity for one interaction but green for another, for example, their emails may be at maximum capacity, but they can still accept a call or live chat.
If the icon is yellow - it means that person is not able to take that interaction as they have been temporarily taken from the queue. This person can still accept transferred calls and emails but will not be offered anything from the queue. People may be on this status if they are seeking advice, on a comfort break, or wrapping up admin work.
Edit the template so it has your name so the customer can see who they are talking to.
Click the magnifying glass to search for reply templates.
If you would still like to email the customer with an update you can send a response (This is the default setting.) If you selected to make a response, you will default back into the email to write your response. Click on ‘Send’ once completed.
If the icon is Red - this means you have reached your maximum capacity for that type of interaction and cannot accept any more. This may mean the following: - You are currently talking to a customer on the telephone. - You currently have the maximum number of emails you can accepted based on your skill level. - You have accepted a live chat.