BrainHi supports various user types who interact with each other via the BrainHi platform:
Our Patients or Customers are the reason we do what we do. Customers call or write via the BrainHi platform with questions and problems to solve. They expect fast, efficient, and comprehensive service from Lara, Agents, or Staff users.
Lara answers most messages from patients. She can provide basic information about a business and answer frequently asked questions—24 hours a day! If Lara doesn't have an answer for something, she escalates the conversation to Agent or Staff users.
As part of BrainHi's premium Live Agent Service, all of BrainHi's Live Customer Support Agents have Agent user accounts. Agents manage day-to-day conversations with Customers. If they run into something they can't resolve, they can escalate conversations to Office Staff users. If you're interested in finding out more about BrainHI's Live Agent Service, request a demo!
Office Staff user accounts are a crucial component of the BrainHi platform. Staff users can escalate, assign and reassign conversations to Agents or other Staff users. Agents and Staff can also exchange internal notes that Customers can't see.
Each person in the workplace who uses the BrainHi platform should have their own user account, with a unique name and email. Office Staff can create as many users as they need.