INFOBIP User Guideline

Infobip is a messaging tool drivers will use to escalate issues to the Cloud OS Team. Below is user guide for agents when using infobip

Key Principles

1. Always resolve tickets as “Closed” upon resolution of the escalation
2. Always copy the Unique message id into Admin, and leave notes related to the type of escalation, action taken and resolution on Admin

1	Agent Statuses Set status to online  Set status to away when taking scheduled breaks, remember to set status back to online when break is over
2	Assigning Tickets To Yourself Navigate to the conversations section Select the “All Work” tab this will display all escalated tickets from drivers, global views will indicate Under unassigned, Select the “talking with ### number” to open the ticket To view all tickets assigned to you you can either select “My Work” or the “My conversations Tab”
3	Assign Ticket to Yourself Select the Assign to me tab after opening the ticket you will then be able to send messages to the driver
4	Viewing chat history If the driver is re-escalating an issue on a specific closed order ID, you are able to view the conversation history this specific driver had with previous agents by selecting the “Conversations” drop down on the right hand side which could allow for a broader understanding of the situation
5	Sending messages to driver Type the message to the driver on the message box, and select send Unread messages to the driver appear as grey ticks, read messages sent to the driver appear as green tickets
6	Log Notes on Admin Copy the unique Ticket ID of the conversation into the internal comments section on Admin and Branch dashboard. Detail the issue, action taken and resolution Incases where a Zendesk ticket is created also include the unique conversation id into the internal notes on the Zendesk ticket
7	Classify Tickets & Adding Order Numbers Select the “Conversations” icon on the on the right hand side Ensure to add the DFD to the "Summary" Section. Select the “Tags” drop down and select the relevant classification Classification Types to Select from
8	Closing a ticket If feedback is required from the driver before you close a ticket, provide them with a 5 minute response time and inform them by sending the below text: “Thank you,this ticket will be closed in 5 minutes pending no further response or issues raised” Advise driver after the 5 minute period “Thank you for contacting us,this ticket will now be closed” If an issue is resolved with no further response required from a driver the ticket can be closed in 3 minute If the driver has responded “thank you” or indicated resolution you can close the ticket immediately Before closing off any ticket, be sure to state to the driver “Thank you for contacting us, this ticket will now be closed” Please refer to point 8 and templates which should be used to close off the conversation.
9	Templates  You are encouraged to use the set templates when first responding to the driver and closing off tickets. Templates can be found by the lighting bolt icon in the conversation as seen in the image below: