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Creating a detailed plan for rolling out your new conversational messaging support
process is critical to its success. If you've been following this
messaging deployment guide, you've already done the
following:
- Identified your goals for adopting conversational messaging support.
- Designed your workflows around your goals, including which messaging channels to use, the conversational style you're aiming for, which aspects of the workflow you want to automate, and how you'll route work to agents.
- Planned for your staffing and operational needs, including staffing requirements, operational configurations, and training your agents for successful adoption of the new process.
After that, you're ready to roll out messaging to your organization. Depending on your
goals and decisions made when designing your workflow and staffing plan, you may need to
do some or all of the following steps:
- Configure your messaging channels as needed:
- Give your agents access to the appropriate messaging channels.
- Configure the bots and automations for your messaging workflow, including:
- Standard messaging responses
- Social messaging responses
- The conversation bot you designed during planning
- Configure your routing behavior for messaging tickets:
- Activate and configure omnichannel routing
- Configure notification routing
- Configure assigned routing
- (Optional) Leverage the Copilot add-on for more advanced bots and automation in your messaging workflow.
- Train your agents on your new processes, experience, and expectations.