** Hotline Groups is part of Zinc Labs, please contact your Zinc representative to join Zinc Labs in order to use this feature **

Once you have your Hotline Groups 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 Hotline Groups here.)

Incoming Messages

When a user has a question:

  • They'll message your Hotline Group
  • The message and a link will show up in the Hotline Group chat. 
  • The link allows staffers to open up a separate chat. 
  • Staffers can converse amongst themselves to determine who will take the incoming question. The requester will not see any of this conversation.

Screen of REQUESTER:


Screen of STAFFERS:

Handling a Request

Once it's determined who takes the question, the staffer can click on the link, and it'll open up a separate chat window, so only the staffer and the requester are in the chat. 

Best Practices:

  • Change the title of the conversation to something useful that summarizes the issue. The current title format of (requester name and hotline name is to generic)
  • Add people to the conversation with the requesters if you need assistance 
  • If there is back and forth internal conversation that is needed about the request do it in the queue group issue 

Completing a Request

Once a request is completed, staffers should make sure there are no more questions, then move on to closing a request.

Closing a case:
To close a case, go to Settings and start removing users from the conversation.

We suggest the following scenarios for closing a case and the Pros / Cons of each:

ARCHIVE - Remove all users 

Use case: For organizations that want to use Hotline Groups like a ticketing help desk system. This identifies each issue as an open/closed scenario.  
Pros:
This allows the organization to see a distinctive start and end time of the case.

Cons: Only the staffers will be able to get back into the conversation from the Hotline Group. The requester will not be able to see the message again. This could result questions asked by a user over and over, as they have no context to past questions/answers. 

CLOSED - Keep the Requester, remove the Bot and Staffers

Use case: For organizations that want to be able to allow their users to search and find questions that were asked.
Pros:
Requesters will be able to access conversations. Removing the bot helps the organization to have a definitive time stamp on when the issue was closed. 

Cons: This doesn't allow the requester to continue a conversation with the staffers and would have to message the Hotline again if they want another answer.

STAY OPEN - Keep the Requester and the Bot, remove the Staffers. 

Use case: For organizations that want to allow open conversations between staffers and requesters. This would be ideal for organizations that are small and don't get many Hotline questions. Also ideal for project based scenarios where requesters consistently need staffers/expert input. 

Pros: Requesters can easily reach staffers whenever they have questions. 

Cons: The removal of a member is hard to be definitive about when the case was closed. 

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