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Kustomer: Conversation Status

In this card, we will cover essential aspects of selecting statuses, understanding their significance, and implementing vertical-specific closure guidelines to enhance your customer support skills.

Kustomer Statuses

Agents should always select the correct conversation status and any applicable snooze sub-status based on the outcome of the customer’s request. Let’s review the types of statuses and how to use them.

Status

Sub-Status

Explanation

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None

This indicates that the support request is still being resolved

By default, all inbound communication is marked as Open.

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  1. Resolve
  1. Not Resolved
  2. Abandoned

Resolve

  • The agent should select the sub-status Resolve when the customer request has been successfully resolved.

    This sub-status should also be used when sending an outbound message to a partner on behalf of a customer.

Not Resolve

  • We have been unable to fully resolve the customer request and their request needs to be transferred to the Reservation Support Team for follow-up.

Abandoned

  • The customer is unresponsive and we need to close the chat per this process.
  • The customer ended the chat via their app midway through the resolution of the request.
  • The agent received an error - ‘email message failed’ when attempting to send the first response and must follow the designated SMS process.

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  1. Snooze until customer reply
  2. Snooze until date/time + Waiting for Internal Reply
  3. Snooze until date/time + Waiting for Partner Reply
  4. Snooze until date/time + Waiting until Travel Date

⚠ Important

Snooze option is only for asynchronous cases. For chat/phone conversations, it should be marked as done with the appropriate sub-status.


Snooze feature is now located on the insight panel right after the booking/conversation information.

Snooze until customer reply

  • We are waiting for a response or action from the customer.
  • It is unclear if the request has been fully resolved

⚠

The ‘waiting for customer reply’ sub-status should automatically populate.

ⓘ

In order for the Mark As Done automation to action a conversation that has been snoozed until customer reply, the last message MUST be an outbound reply from an agent.

Snooze until date/time + Waiting for Internal Reply

  • We are waiting for assistance from another team or team member in order to resolve the request.
    • Example: A Supervisor, Team Lead, Finance, Product Ops, etc.

Snooze until date/time + Waiting for Partner Reply

  • We are waiting for an airline, hotel, homes, car, etc. partner response in order to resolve a request.

ⓘ

Always set time expectations with the customer for follow-up, and select the appropriate date & time for the next agent to follow up.

Snooze until date/time + Waiting until Travel Date

  • We must wait until closer to the hotel check-in/out or outbound/inbound flight departure in order to action and resolve a request.

Step-by-step Process in Snoozing Case

  1. Select the type of Snooze.
    1. Please note that choosing 'Waiting until the customer replies' will set the Snooze Date & Time to indefinitely.
  2. Select the specific Date & Time for the snooze.
  3. You can use the calendar view or manually enter the date/time.
  4. Press 'Enter' on your keyboard after selecting the date and time.
  5. A confirmation note will appear, confirming that the Snooze was successful.

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