Skip to main content
Skip table of contents

Mandatory XP review practices

We recommend these best practices to ensure a positive customer experience.

  • Introductory/welcome message: Auto-respond to the first message in a new conversation should be provided within 5 seconds by an automated system.

    You can use EasyBot for this automation, as it’s easy to use, inexpensive, and provides 50 chats for free each month, perfect for this kind of automation. You can also use a more advanced solution with AI in place, such as a Chatbot.

    When the customer starts a conversation with an automated system, provide a message like “This is an automated agent.” or “I'm an automated agent.”. For further information, please check here.

  • Initial triage: A triage menu should be sent at the beginning of the interaction. This is a quick way to guide and help the user. You may use a Quick Reply (up to 5 options). For more information, see Triage Customers.

  • Make an introduction: Always introduce live agents when a conversation begins, and after transferring a customer to a new agent.

  • Live support availability: If a customer sends help outside of normal customer service hours when live agents aren't available, an automated response should let them know when a live agent is able to respond. See here for more information.

  • Allow switching from an automated to a live agent: A live agent must be reachable anytime the customer texts the word "help". Additionally, if an automated agent doesn’t understand a request, the agent must seamlessly transition to a live agent after displaying a message like “I'm routing your message to a live agent to better assist you.”

  • Don't ask for previously provided information: Agents can access the entire conversation history, including previous responses and recent transactions, so there should be no need to ask a customer to repeat information.

  • Rich Link: All URLs should be sent as Rich Links. This means that no tap-to-load issues or in-text links should be sent.

  • Feature bubbles: Should have a relevant thumbnail image and call to action text, so customers are clear on the content of the feature and recognize it as a tappable item.

  • Terms of Use and Privacy Policy statements: These should be handled via a Rich Link to the brand’s web site, allowing users to read the full terms at their convenience. Do not send large bubbles of legal text in the conversation. These should only be sent the first time a user engages in the channel with the brand, or when the terms have been updated.

  • PII Collection issues: Businesses must not request PII from the user until the point in the conversation where it is necessary to request this information to address the user's issue or inquiry (please see attached). Visit here for more information.

  • We encourage the use of satisfaction surveys: Once you complete an interaction with a customer, you may want to provide them with a customer service satisfaction (CSAT) survey. For a better customer experience, provide the CSAT surveys after the experience and not after every FAQ. For more information, please see here.

For more information, please see Pass the Experience Review.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.