The Action Panel, where users can perform actions like reassigning, escalating, or closing the conversation, is located on the right hand side of the Conversation.
The top of the Action Panel displays the Customer’s name and phone number, the Conversation’s status, and who it is assigned to. When a Customer first messages BrainHi, their phone number will be displayed instead of the Customer’s name. Office Staff and Agent users can update the name of the Customer by selecting the “Edit” pencil icon next to the phone number to add the name of the customer.
Assignments
Office Staff and Agent users can reassign the Conversation by selecting a new assignee from the list of users in the Conversation Action Panel. When an assignee has been selected, their handle is added to the Internal Note field below, as a prompt to the assigning user to leave a note explaining why they are assigning the Conversation to the assignee.
When a Conversation is reassigned, an event is displayed in the Conversation Stream along with the Internal Note.
Escalations
Agents can escalate a Conversation to bring it to the attention of Office Staff users by selecting one of the pre-populated escalation reasons from the drop-down menu:
Urgent Emergency: There is pain and/or bleeding. Customer needs someone to call them as soon as possible.
Complaint: Customer exhibits frustration but there is no pain or bleeding. Customer has used keywords like "ASAP" or "I have called multiple times and no one calls back".
Scheduling: Customer requested an appointment but there are no earlier spots or the Agent is not sure how to schedule the appointment.
Shopping or Services: Customer has not requested an appointment, but is asking for pricing, insurance coverage, service availability, or payment methods.
General: Urgent but no pain or bleeding; sales calls; medical questions; call from current suppliers; late for an appointment.
Billing: Some examples: “What’s my insurance verification status?” “What is my open balance?”
More Actions
Agent users can also use the Conversation Action Panel to track appointments, for Live Agent Service accounts without calendar integrations.