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At OneText, we know how important it is to have real human interaction in eCommerce. Even though our AI is pretty advanced, we know that some situations need a human touch.

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Human Touch in Customer Service

  • Expert Assistance: Our support team is great at leveraging text-to-buy features and excels in helping shoppers resolve their questions.
  • Escalation Protocols: If our live agents need more information to answer a question effectively, they will escalate the question to your support team.

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Knowledge Base for Live Agents

  • Brand Familiarization: When we onboard a new merchant, our agents learn about your brand tone, product details, and all relevant information available on your store and product pages.
  • FAQs and Store Content: Our agents use your publicly available content, such as FAQs, to answer questions effectively.
  • Internal Documents: If you have any helpful resources for handling customer inquiries, feel free to share them with our success team. They will make sure OneText agents can easily find and use these resources.

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Escalation Paths

  • Direct Escalation: If our agents can’t handle an inquiry, they’ll direct the customer to submit a ticket through your support email or website.
  • Do you use Gorgias? Any questions that need to be escalated can automatically generate a ticket in your Gorgias system. Learn more about our Gorgias integration here.

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Setting Up Your Agent’s Name

You can set the name of your agent! This agent name will show in automations, where we’ll leverage the conversational aspect of OneText. Just go to Settings > Preferences in your OneText dashboard to set up your agent name.