Team Collaboration Features

Re:amaze is built for collaboration, allowing your team to support customers collectively rather than in isolation. There are 5 core features designed to help your team work more effectively together.

Internal Notes

Internal notes are messages added to a conversation that are only visible to staff members, not customers. They are useful for communicating with teammates within a conversation thread, asking for help, or leaving reminders for yourself. When a note is addressed to a specific team member, they will receive an email or browser notification.

To address a note to a specific staff member, add their name to the recipient field.

Notes can also be left without addressing a specific staff member. These are visible to all staff members but do not trigger outgoing notifications. Using notes in combination with the Remind feature is particularly helpful. For example, leaving yourself a note alongside a reminder ensures you have the context you need when following up with a customer.

Using Internal Notes Outside of Re:amaze

If some teammates do not have a Re:amaze account, you can still communicate with them by forwarding a conversation to their email address. They will receive your message along with a summary of the customer conversation. They can also reply directly within the original conversation without the customer seeing it. These replies are known as private replies. See this article about forwarding.

Presence

Presence is a set of features that give your team visibility into each other's activity. It consists of three components:

• Real-time event logs: A running log of actions taken on a conversation, helping teammates stay informed about who did what and when. This also brings accountability to each action taken on a customer conversation.
• Agent presence: Shows what other agents are currently doing, helping prevent duplicated effort and crossed paths.
• Typing presence: Allows agents to see what customers are typing in live chat before they send their message.

Presence also shows when teammates or customers have viewed your replies, and how many email notifications have been sent to staff members and customers.

Workflows

Workflows are a set of commands triggered when specific events and conditions are met, making them useful for scenarios where you do not want to manually monitor every incoming message. Workflows can also support internal processes, such as:

• Automatically assigning conversations to staff members
• Automatically tagging conversations
• Automatically moving conversations to different channels
• Automatically setting conversation reminders
• Automatically adding internal notes
• Automatically forwarding conversations

Roles and Permissions

Roles and permissions allow you to define responsibilities for different staff members. By granting or restricting access to specific Re:amaze features, you can structure your team without overcomplicating each member's dashboard.

Collision Detection

Re:amaze includes collision detection to prevent two staff members from accidentally sending the same customer the same reply. If two staff members reply to the same conversation within 5 minutes of each other, the second reply is placed on hold and not delivered to the customer. The second staff member can choose to publish the reply anyway if they determine it is a follow-up rather than a collision. An email notification is also sent to the second staff member when collision detection is triggered.