Operations & Design Considerations (Administrators)

Tips to source, hire and train the ideal Messaging Agent, as well as how to manage a Messaging Agent

"Operations is 20% configuration and 80% resources." Getting the right resources on board and coaching them effectively is critical to success.

Sales (sales acumen, recognize buying signals, skill in presenting features/benefits and overcoming objections)
Customer Care/Service (strong soft skills, ability to multi-task multiple tools and systems)
Technical Support (detail and process oriented, able to demonstrate empathy and clarity in providing instructions)
Lead Generation (recognize buying signals, accurately capture data and generate leads)

Platform Profiles - Roles & Responsibilities

Agent - sends/receives messages to customers, proactively messages customers, takes ownership of resolution and follows brand policy/procedures, delivering accurate and timely information.
Agent Manager - manages and supports agents in real time, runs reports, provides real time coaching support, takes over escalated conversations from agents and can transfer conversations as necessary
Campaign Manager - Has access to control campaigns.
Administrator - Create and manage users, groups, customize profiles

Training

Conversational Cloud Training
- Agent Training (formats - Instructor-Led T3, Self Paced Learning, Agent Training Videos
  - Videos available here (Video 1, Video 2, Video 3)
  - Platform UI
    - Agent workspace for messaging
    - Logging in/Out, Customizing your view (light/dark)
    - Agent Statuses
    - Conversational Commands
      - Create a case in Salesforce
    - How conversations are assigned (routing logic)
    - Agent Warm-Up
    - Managing your queue
    - Understanding Dynamic Capacity and Agent Capacity
    - Transfering conversations (skill to skill, agent to agent, B2Q)
    - Joining conversations
    - Agent Notes
    - Private Messages
    - Closing Conversations (agent, customer, system)

Agent Manager Training (Instructor led T3s, Self Paced learning)
- Manager Workspace Overview
- Shift Scheduler
- Support agents in real time
- Joining conversations
- Reviewing Transcripts
- Setting up Alerts
- Using Filters

Conversational Operations Training
- Key tenets of the Ops training currently available