Welcome to your guide on getting started with an existing support team using Gist. This manual will walk you through the essential steps to become a proficient team member, ensuring you are well-equipped to provide outstanding support.
Level 1 - Set up your Gist experience
1. Upload avatar (2 minutes)
Personalize your profile by uploading a friendly and professional avatar. This adds a human touch to your interactions.
You'll need:
- A happy, professional photograph.
2. Update notification preferences (2 minutes)
Stay informed by customizing your notification settings to suit your work style.
You'll need:
- None.
Never miss a conversation with Inbox notifications
3. Review previous conversations (5+ minutes)
Gain context and insights by reviewing past conversations.
You'll need:
- None.
Browse through previous conversations in the Inbox to familiarize yourself with common queries and solutions.
4. Create snippets (5+ minutes)
Streamline responses by creating snippets for frequently asked questions.
You'll need:
- A list of common queries.
- Prepared responses.
Create and manage conversation snippets
5. Customize Inbox with apps (2+ minutes)
Enhance your Inbox with apps for better context and actionability in conversations.
You'll need:
- None.
Add and configure apps within the Inbox to streamline your workflow.
Level 2 - Building on the Basics
1. Write articles (10+ minutes)
Contribute to the knowledge base by writing helpful articles for users.
You'll need:
- Topic ideas for articles.
- Content and structure for each article.
Create informative articles that address common user questions
2. Create collections (5+ minutes)
Organize articles into collections for easier user navigation.
You'll need:
- None.
Organize your articles into collections and sections
3. Turn on your Knowledge Base (10+ minutes)
Make your Help Center accessible to users.
You'll need:
- Help Center URL.
How do I turn my Knowledge Base on?
4. Set up Emma and Custom Answers (5+ minutes)
Personalize Emma to represent your support team effectively and create specific answers for common queries.
You'll need:
- Emma AI/Custom Answers access.
- Common questions identification.
- Prepared answer content.
5. Train Custom Answers (10+ minutes)
Enhance Emma's effectiveness by training it with example questions.
You'll need:
- None.
Create your first custom answer
6. Create a New Conversation Bot (10+ minutes)
Streamline conversation management with automated bot flows.
You'll need:
- None.
Triage inbound conversations with New Conversation Bots
7. Create Product Tours (10+ minutes)
Develop interactive tours to guide users through resolving their issues.
You'll need:
- Content and structure for the tour.
Craft multi-step Product Tours to assist users
🎉 Congratulations! With these steps completed, you are now a fully integrated member of your Gist support team, ready to provide exceptional support at scale. Remember, the key to success in a support role is continuous learning and adaptation. Keep exploring Gist's features to enhance your skills and efficiency.
