Volie 15: Invites and Customer Notes

Okay everyone, welcome back to another session of the volley 15. We have a couple very great updates for you. And Sadie, let me know that this should be a pretty quick session. Might not live up to its namesake of the 15 minutes there, but appreciate you all joining. Sadie, what are we going to talk about here first?

Yeah, thanks Jacob. I have two things I wanted to show you guys today. Like Jacob said, it may be short, but these are two pretty exciting features. One that I know has been asked for by a lot of you guys. So the first one has been live for a bit, but we just wanted to make sure we talked through and showed some screenshots. So we created a, like a calendar invite. So today we can automatically send calendar reminders when you guys schedule an appointment. So this means that your customers can easily add the appointment right to their personal calendar with just one click. So if you're already using these for appointment confirmations today, you know, let's get this switched over to this new calendar invite. So it should provide them an easy, convenient way to stay up to date with their appointments. So I wanted to show you guys just what these calendar, just a few screenshots of what these look like. So at the time that the agent creates the appointment, saves the disposition. If you have the setting enabled, we'll send this calendar invitation. So this is an example and I blurred out the customer and the store names for to protect the innocent as Peter says. But here's what the appointment schedule looks like. And then they would also send for rescheduled appointments and, and then cancellations as well. So again most of you are running appointment confirmations or have some type of, you know, follow up today. So let's get this switched over to this calendar advice so these can easily be added to your customers personal calendars.

So Sadie, this one seems pretty exciting to me. I know, I've heard a lot of people ask for it. So what you're saying is that as an agent, when you have a customer on the phone and you schedule an appointment volley will automatically, with this enabled, automatically send them this calendar invite to the customer. And you know, for those of us who live by our calendars, this would then, you know, populate on whatever calendar app they use, whether that's the Google Calendar or the Apple Calendar or you know, whatever. Is that what, is that correct?

Yep, just, just like you would if you'd get a zoom invite or something, you know, if acknowledging this, then they can use it to add it to their personal calendar. Yep.

Perfect. Yeah, that's exciting. We know we've heard a lot of people ask about it. So how easy is. I know you said it's live. How can folks get this turned on? Is this something that they can go through themselves or do they need to work with their CS rep?

Work with your CS rep and they can help get this turned on. And then if you guys are running campaigns, you know you wanted to disable some so you can use this instead. Yep. Get with your CS rep and they can make those changes for you.

Great. Thanks Sadie.

Yeah, the second one I wanted to show. So I have two screens up. I have a customer record up in the call screen. So we've added a new tab here in the middle. This will be deploying soon. So this is not live yet, but we'll be coming here very soon today. When you guys select a disposition, you have your notes tied to that communication. But we've gotten feedback that sometimes you guys want to make notes at the customer level. So now we've added customer level notes so you can create a note without a communication. You know, maybe there's important facts about this customer that you need to jot down. So you have your name of the note. So kind of the header, the topic, the content would be the details. And then I just have here on my test record here, my notes header and then my details that any agent you know, if I made this contact level note or customer level note on this profile and Jacob was served this record later, later he, he'd still be able to access these notes. So you can edit existing if the details ever change. So this can be accessible again from the communication center. So either the customer profile and I'm just in the call screen right now. But you can do it via email, sms or the customer search here. And then you can also see I'm under admin, let me switch over, move my zoom photos. You can also access this Customer notes tab from admin. So pretty excited. Jacob, any questions or anything to add?

Is this available by default or is it something that needs to be turned on?

Should be just added to your normal tabs here in the middle. As a lot of you know, you have your settings here, your user preferences in the communication center. So it should just be added to one of your regular default tabs.

And is anyone in Volley, whether it's an agent or a manager able to look at, view and edit these notes?

Yep. There's no user permission. So whether you're an agent in the communication center or a manager listening to calls going through customer search, if you have the customer's profile up, you should be able to view the customer level notes.

Well, great. Well, is this already live?

You said this will be coming very soon. Finishing up testing now, but should be deployed here very shortly.

Okay, well good. We'll definitely check with your CS rep if you want to hear more about that and we'll be definitely able to walk you through it. We do have a question. Come in on the calendar invite. Is that calendar invitation customizable?

Not today. The verbiage is just set by default. But I guess if you have any feedback, send it to your customer success rep and we can look into seeing what can be done there.

Okay, well that was everything that we had today. Like we said, a quick session today, but a couple of great updates for you. We're going to hang on for a moment here and see if any other questions come in. If not, we'll wrap up and give everyone, I guess, seven minutes back here.

Feel like we need the Jeopardy music.

I actually had that playing in my head there, so. So great minds think alike there. Well, great. Well, a couple great updates. Obviously easy to get what we're talking about here, but definitely reach out if you have any other questions. We thank you all very much for joining and we hope you have a fantastic day.

Yeah, thank you all.