At Re:amaze, we’re constantly enhancing our AI tools to help you connect with customers more effectively. Our latest update to the AI-powered ‘Suggest a Response’ feature offers AI-suggested responses for orders, making it easier to quickly answer order-related questions. With detailed order information right at their fingertips, agents can now provide accurate responses in seconds. How It Works: When a customer message contains an order number, the AI instantly detects it and pulls up relevant order information. With a single click, agents can suggest a response that includes essential order details—like order status, tracking information, and a direct link for tracking the shipment. This update enables agents to quickly deliver the information customers need without searching manually. This update is already active, so agents using the “Suggest a Response” feature will immediately benefit from faster and more informative responses. For more information, visit our Help Center. The post New! AI Suggested Responses For Orders appeared first on Re:amaze Blog.

We’re excited to announce a powerful new update to the AI FAQ Bot in Re:amaze. You now have the ability to decide whether the bot uses unlisted articles when generating responses for your customers. What is the AI FAQ Bot? The AI FAQ Bot builds on our original FAQ Bot, which helps customers by matching their questions with relevant FAQ articles. Previously, the bot relied on keyword matching to suggest articles that might answer customer inquiries. While effective, it sometimes presented multiple options, requiring customers to choose the most relevant one themselves. With the AI FAQ Bot, we’ve taken things a step further. Now, instead of just matching keywords, the AI analyzes the customer’s question to present a single, highly relevant article. It doesn’t just share the article either; the bot pulls information directly from it to craft a customized response, making the interaction more seamless and efficient for customers. If you’d like to learn more about the AI FAQ Bot’s advanced capabilities, check out our detailed guides here and here. What’s New? With this latest update, you can control whether the AI FAQ Bot includes unlisted articles when responding to customer queries. But why is this important? Unlisted articles are typically used for content that isn’t meant for public viewing but still plays a role in support operations—like special discount codes or shipping details for select customers. With the new feature, you can make sure sensitive information, such as exclusive offers, only reaches the right customers without being visible to the general public. For example, if you’re running a limited promotion or offering free shipping on a case-by-case basis, you can create an unlisted article and configure the AI FAQ Bot to reference it only when necessary. This level of control gives you the flexibility to provide tailored responses while protecting confidential information. Why This Update Matters This update adds another layer of customization and precision to how you manage customer interactions. You can decide what information the bot uses, ensuring that responses fit both your customers’ needs and your business goals. Whether you need to manage promotional offers, provide specific details to select customers, this feature lets you do it all with ease. The post New AI FAQ Bot Update! Control Unlisted Article Responses appeared first on Re:amaze Blog.

Customize AI for a unique Customer Experience in Re:amaze Re:amaze now allows you to fully customize your AI settings. You can fine-tune the AI’s behavior to better reflect your brand’s personality. This powerful feature allows you to guide how your AI interacts with customers, mirroring your brand’s tone, style, and approach. If you manage multiple brands, you can customize each one individually. Here’s a quick overview of how you can tailor your AI to deliver personalized, on-brand customer interactions. Setting Your AI’s Personality Communication style plays a big role in how customers perceive your brand. Now you can select a personality for your AI that fits your brand’s voice. Whether your brand is professional, playful, or somewhere in between, you can choose from a variety of personality options, including: Professional: Perfect for businesses that prioritize formality and clarity in their communication. Cheerful: Great for brands that aim to deliver a friendly and upbeat experience. Laid-back: Ideal for companies that prefer a relaxed and easy-going style. Empathetic: Suitable for brands that want to show extra care and understanding in their interactions. Playful: Best for businesses that want to add a touch of fun to their customer service. Directing Your AI with Custom Prompts You can further guide your AI’s behavior using the Custom Prompt Input feature. This tool gives you more control over how the AI responds, allowing you to provide a wide range of instructions, such as: Set guidelines for complex issues: Instruct your AI to escalate more challenging inquiries to a human agent, ensuring that complicated problems are handled appropriately. Control response length: Define word count limits for AI responses, so it stays concise or provides more detailed replies, depending on your needs. Avoid repetitive responses: Help your AI deliver varied answers by minimizing repetitive phrasing, keeping interactions engaging and fresh for customers. This feature offers a hands-on way to craft the kind of responses your customers expect, while keeping everything consistent with your service standards. Incorporating Brand Identity and Emojis Re:amaze also allows you to add more personality to your AI’s communication with two additional options: Brand Identity: You can opt to have the AI reference your store’s name or website in its replies, adding a personalized touch that reinforces your brand’s presence during customer interactions. Use of Emojis: If your brand leans toward casual or fun communication, you can enable emojis to be included in the AI’s replies. Why Customization Matters Customer experiences can set your brand apart, and having AI that mirrors your style is a big advantage. With Re:amaze’s new customizable AI settings, you can create more genuine interactions and deliver a consistent experience for your customers. Whether your brand is professional and serious or fun and casual, your AI can now match your tone perfectly. The post Re:amaze AI: Customize for Your Brand appeared first on Re:amaze Blog.

It’s official, Amazon’s October Prime Day sale, Prime Big Deal Days, is happening on October 8th and 9th. This two-day mega sale is exclusive to Prime members, offering 48 hours of discounts on a wide range of products, including tech, home essentials, and more, as holiday shopping kicks off early. For retailers, this event is an opportunity to boost sales, but it also comes with a flood of customer questions. Managing these inquiries efficiently can be challenging, but Re:amaze simplifies the process by integrating your Amazon inbox through ChannelReply. This integration lets your Amazon messages flow directly into Re:amaze, so you can handle customer questions from one centralized inbox. Here are some key ways to prepare your customer support system for Prime Big Deal Days: Use Automation & Response Templates During Prime Day, many customer questions will revolve around the same topics. Anticipate these queries and make sure your FAQ responses are up-to-date. Discounts: Expect many questions regarding Prime Day-specific discounts. Draft responses with your team with clear explanations of your pricing, so your team can quickly address these concerns. Return and Exchange Policies: Prime Day often leads to an influx of orders, so it’s a good idea to clarify your return policies before the event. Make these policies easily to find and make sure your team can communicate them effectively. Use Chatbots for Common Queries: Chatbots can handle repetitive customer queries, such as tracking orders or answering questions about Prime Day promotions. This frees up your agents to deal with more complex issues while ensuring that customers receive timely responses. Increase Staff & Set Customer Expectations Add Extra Support Staff: With the increased order volume, it’s important to have additional support team members available during Prime Day. If possible, plan for extra agents or extended hours to meet demand during and after the sale. Set Clear Expectations: Communicate your support availability with customers using our availability tools: Staff Busy Message: This is an automated, in-chat message to update customers on your team’s availability. This “Staff Busy” message will appear in your Chat Widget when all online agents have reached their maximum chat limit (set by you). Office Hours: Having Office Hours will allow you to set expectations for when your team is offline, as well as when customers might expect to hear back from you. The post Prime Day is Coming, Here’s How to Prepare appeared first on Re:amaze Blog.

Apple Intelligence is not just transforming personal devices—they’re influencing a wide range of industries. By pushing the boundaries of AI, Apple is setting new standards that go beyond its ecosystem, impacting sectors that rely on new tech. At Re:amaze, we understand how AI is reshaping customer service interactions. As Apple makes strides in natural language processing and automation, our platform is evolving alongside to provide smarter, faster customer service tools. How Apple Intelligence Enhances Customer Support Tools Apple has always been known for user experience, so it’s no surprise that their approach to AI focuses on making interactions smoother and more intuitive for users. From Siri’s enhancements to how devices adapt to user behavior, they continue to lead by example. As AI technology becomes more sophisticated, Re:amaze can continue to build more efficient customer support tools. This means faster responses to customer inquiries, more natural AI conversations, and better automation of routine tasks. In fact, brands that use Re:amaze are already seeing tangible improvements in their customer service operations. Chatbots powered by AI can now handle complex queries, answer frequently asked questions, and even help you predict customer needs. By staying in sync with Apple AI advancements, we’ll keep offering smarter tools. This will help you stay competitive in an ever-changing landscape. The post How Apple Intelligence May Shape the Future of Re:amaze appeared first on Re:amaze Blog.

You can now disable chat attachments in Re:amaze! With this new feature, embeddables like Chat and Contact Forms will no longer allow customers to attach files and images. This update is designed to enhance the security and privacy of your customer interactions. Why disable chat attachments in Re:amaze? Security Risks Attachments in chat conversations can sometimes pose significant security risks, opening the door to spam, phishing attempts, and malware attacks. Hackers often use seemingly harmless attachments to introduce malicious software into your system. By disabling attachments, you can create a safer and more secure environment for your agents and customers. This extra layer of protection helps ensure that your communication channels remain free from potential threats, allowing your team to focus on providing excellent support. Data Privacy Customers may not always be aware of the sensitivity of the information they are sharing through attachments. They might inadvertently send files containing personal identification numbers, financial information, or other sensitive data. This can happen unintentionally, such as when including personal documents or screenshots that contain confidential details. By disabling attachments, you can prevent these types of privacy breaches and protects both your business and your customers from the risks associated with sharing sensitive information. How does it work? This feature can easily be enabled by simply checking a box. Navigate to your Chat and Office Hours settings in Re:amaze and select the ‘Disable Attachments’ option. If you ever want to reenable chat attachments, you can do so by deselecting this option and saving your settings. The post Enhance Security & Data Privacy: Disable Chat Attachments in Re:amaze appeared first on Re:amaze Blog.

Managing spammy, unwanted messages can be a irritating, but Re:amaze makes it easy with our AI-powered spam filtering. This feature automatically identifies and filters out spam from your inbox, allowing you to focus on genuine customer interactions. Whether you need spam filtering for chat, email, or both, Re:amaze has you covered. How AI Spam Filtering Works Our AI spam filtering helps maintain clear communication by allowing only relevant messages to get through. Here’s how it works: Message Analysis: When a customer writes in, our AI evaluates the first message in the conversation to determine if it is spammy. Spam Labeling: If our AI tool marks a conversation as spam, it will be labeled accordingly but will still be accessible under the ‘spam’ filter. This way, you retain control and can review any filtered messages. Easy Setup for Chat & Email Setting up AI spam filtering for both chat and email is as simply as navigating to your settings for chat or email and toggling on the ‘AI Spam Filtering’ option. You can choose to enable spam filtering for both channels or just one, depending on your needs. For more detailed instructions, check out this article. The Benefits of AI Spam Filtering By integrating AI-powered spam filtering into your workflow, you can increase efficiency and improve security by avoiding phishy emails. Your team will spend less time sifting through spam and more time engaging with your customers, giving you a more focused approach to customer service Stay focused on what matters most—delivering exceptional customer service, and let Re:amaze handle the rest. The post Re:amaze AI-Powered Spam Filtering appeared first on Re:amaze Blog.

Switching from Zendesk to Re:amaze may seem like an overwhelming task, but it doesn’t have to be. We recognize that transferring your data from Zendesk is a major step. That’s why we’ve streamlined the process with our built-in migration tool. With Re:amaze, you can easily transfer your data without needing any third-party apps or complex processes. Our migration tool will handle the following data from your Zendesk account: Staff roles Staff users and customers Departments Article topics and articles Conversations Getting Started To get started, just head over to the Settings > Migration Tools to locate the Zendesk migration tool. You’ll follow a quick, straight-forward migration process that requires your Zendesk credentials and API keys. For detailed instructions, refer to this article from our knowledge base. Not only will this save you time and effort, but it also ensures that your transition is smooth and that you don’t lose any valuable data during your switch. Our goal is to make your move to Re:amaze as seamless as possible! Switching from Zendesk to Re:amaze? Thinking about switching from Zendesk to Re:amaze? Our team is here to assist you every step of the way. Furthermore, if you have any questions about the process, feel free to reach out to us at [email protected]. The post Switching from Zendesk to Re:amaze? Here’s How We Make It Easy appeared first on Re:amaze Blog.

What is Smart Assign? Re:amaze offers a Round Robin-style tool we call Smart Assign. This automatically distributes conversations to team members without requiring you to select a specific person. With a smart twist, Smart Assign will assign conversation to the team member with the fewest unresolved conversations. Smart Assign is designed to exclude team members who aren’t currently scheduled and those who are inactive. Inactive team members are defined as those who haven’t responded to a customer in the past week. What’s New with Smart Assign? We’ve added a new personal setting that allows users to exclude themselves from Smart Assign if they are actively servicing a chat in Classic Chat. By opting into this, they will be excluded from any kind of conversation in Re:amaze, including both Classic Chat and Real Time Chat. This feature ensures that staff members can focus on their ongoing conversations without being overwhelmed by additional assignments. How Do Users Enable This option? Enabling this option is straightforward. Your staff can simply navigate to their personal settings. On the profile page, they will need to scroll down to find and select the ‘Disallow Smart Assign if Serving Classic Chat’ option. Once this is enabled, they can avoid being assigned new conversations while already engaged, allowing for more focused customer service. This setting can be easily toggled on and off, providing flexibility based on a staff member’s current workload and availability. With these enhancements, Smart Assign not only improves the distribution of conversations but also offers more control to your team members, helping maintain a balanced and manageable workload. The post Balance Staff Workload with Smart Assign Updates (Round Robin) appeared first on Re:amaze Blog.

With Re:amaze, you can better manage shifts for your team with our newly released staff permissions: Manage Personal Shifts and Manage Staff. These permission options will provide you with more control and flexibility when it comes to managing your staff and what they’re able to access within your account. The Importance of Managing Shifts with Re:amaze In a helpdesk environment, keeping things organized is key. When only certain team members can manage shifts, your schedule stays tidy and everyone knows who’s responsible. Here’s why this matters: Preventing Overlaps and Gaps: When just a few people handle shifts, you avoid double-booking or empty slots. This makes sure there’s always enough staff to help customers, keeping things running smoothly. Maintaining Accountability: By letting specific people manage shifts, you boost accountability. Managers can adjust schedules based on who’s available and performing well. This ensures every shift is covered by the right people, leading to a more efficient Re:amaze. How do they work? Enabling the Manage Personal Shifts permission gives staff members the ability to control and modify their own shifts. It’s important to note that this option is enabled by default in Re:amaze, so if you want to prevent a user from modifying their own shifts, make sure that this permission is deselected. Now, let’s talk about the Manage Staff permission. When enabled, this will give your staff members the ability to not only adjust their own shifts but also those of their teammates. This is especially beneficial for managers or designated team members who handle scheduling. Do keep in mind that enabling Manage Staff automatically includes the “Manage Personal Shifts” permission as well. To learn more about different Staff Permissions and how they work, check out this article. The post How to Manage Shifts in Re:amaze: New Permissions for Better Control appeared first on Re:amaze Blog.