Retyping the same reply
DNS propagation, for the tenth time today. The answer is the same, but it has to be found, adapted and re-read.
Support agents
For support agents
You stay in charge. The draft lands in a private note the customer never sees, with the entries behind it and the customer’s file. You send it as is, correct it, or discard it. No reply goes out without you.
What gets in the way today
Searching before writing
Open WHMCS, find the customer, check the service status: the lookup takes longer than the reply itself.
Screenshots to decipher
The customer sends an image of an error. It has to be read, placed in context, and only then can the fix be looked up.
What 0seat does about it
A draft as a private note
The proposed reply arrives as a private note in the conversation, invisible to the customer. You send it yourself, after reading it.
Sources within reach
The console’s activity log ties each draft to the approved entries behind it and to the customer’s file read from WHMCS. You see where every statement comes from.
Images read for you
When attachment reading is enabled, the customer’s screenshot is taken into account in the draft.
A handoff that explains itself
When the assistant hands over, a note says why: money, dispute, cancellation, a request for a person, a second follow-up, or no entry close enough.
Frequently asked questions
Can the customer see the draft?
No. It is a private note on the conversation. Only what you send yourself is visible to the customer.
What do I do with a wrong draft?
Don’t send it, and correct the entry in the knowledge base if the error comes from an approved entry. The correction applies to the next drafts.
Why did I get no draft on this conversation?
Because the inbox is in off mode, because no approved entry is close enough to the question, or because a handoff reason applies. For the last two cases, the space log gives the reason.
Can I request an account summary for the customer?
Yes, with the space’s command written in a private note: a summary built by code, with no model text, goes to the address on file in WHMCS, masked in the note.
Your team stays in charge. 0seat does the groundwork.
Connect an inbox, approve the suggested knowledge base, and get your first prepared replies.
See also
Reply drafts
The draft arrives as a private note with the knowledge base entries behind it. The agent sends, edits or discards it. Below the threshold, no reply.
Screenshots
Images sent by the customer are described by the model and taken into account in the draft. Enabled per space; PDFs are never read.
Human handoff
Money, disputes, cancellations, a request for a person, a second follow-up, an answer missing from the base: an agent takes over, whatever the mode.