Once you have your Hotline set up, and you've identified the staff, you'll be able to start taking and answering questions that come into the queue. (Users can be identified as staff members in the Admin console. Learn more about setting up Hotlines here.)

Incoming Messages

When a user has a question:

  • They'll send a message to your Hotline
  • A request will show up at the top of staffers' Conversations screens.
  • When a staffer clicks on a request they'll be added to the conversation with the requester and be assigned the request.
  • A message with a link to the request conversation is also silently sent to the group conversation the Hotline is attached to.  Staffers can use these messages and links as a record of past hotline requests, and as a way to join past request conversations.

What a person sees when they send a message to a hotline:


What a hotline staffer sees when someone sends a message to the hotline:

Handling a Request

When a staffer wants to assign themselves a request and help the requester out, they can simply click on the request at the top of the Conversations list.  This will automatically add them to the conversation with the requester and assign the request to themselves. 

Best Practices:

  • After joining the request conversation staffers can change the conversation title to something useful that summarizes the issue. 
  • Staffers, and requesters, can always add people to the the conversation if they would be helpful.

Completing a Request

Once a request is completed, the staffer can click the "Done" button to mark the request complete and remove themselves from the conversation.

Seeing Old Requests

Staffers can find and access past request conversations at any time. Every time a new request is sent to a hotline a message is forwarded to the conversation the hotline is attached to.  These messages contain the text of the message the requester sent to the hotline and also a link to join the request conversation.  Staffers can use these messages as a record of requests sent to the hotline and they can use the links to access past request conversations.

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