Customizable triage agent message templates for initial greeting, escalation, and disengagement
G
Greg Heighton
Greg Heighton from i3 Business Solutions requests the ability to set custom message templates for the triage agent in Thread Messenger. The goal is to align client communications with their internal escalation procedures.
Requested templates:
- Initial Greeting: “I’ve started a ticket for you. Before a dispatcher assigns it to a technician, I can gather a bit more information to help them troubleshoot more quickly. If you feel you’ve already shared everything needed, no worries, no further action is required. Otherwise, tell me what’s going on and I’ll help capture the details.”
- Escalation Message: “Thank you. This ticket will now go to our dispatcher, who will review it and assign it to the right technician. For most tickets, you should expect next contact within one business day. If anything changes in the meantime, feel free to respond here – your notes will be available to the assigned technician. Remember – if your need is urgent, please call our Service Desk and indicate that your need is urgent.”
- Disengagement Message: Similar to escalation, but starting with “It seems like you have been away for a bit.”
Greg is open to the disengagement message mirroring the escalation template, with a minor wording change at the start. This feature would help set clear expectations for clients and streamline communication.