For help desks
Escalate from your app into a conversation.
Send hard support questions from your app or website into a CM Chat channel. Your team answers in the thread, and the reply goes back to the customer. Image Depot’s own help desk runs on CM Chat.
Escalation: customer cannot download their order. Chat history attached.
Looking now. Re-running the export for them.
Fixed. Sending the new link.
How it works
From the customer to your team and back.
It is how Image Depot runs its own help desk, described here in general terms.
- 1
A customer asks for help
In a chat inside your app or on your website.
- 2
Hard ones escalate to a channel
Your system posts the conversation into a channel such as
#support-escalationsusing a Slack-compatible webhook or a bot token. - 3
Your team replies in the thread
Everyone sees who is on it. Bring in a colleague, or invite an outside expert to the channel as a guest.
- 4
The reply goes back to the customer
An outgoing webhook tells your system about each new reply, and it passes the answer on to the customer.
Built for it
Made for the busy desk.
Small details that matter when a queue is moving.
A live view of support chats
Post support conversations into a channel so the team can watch them as they happen, and step in when one needs a person.
Alerts you will not miss
Set the channel to notify everyone about every message, so a bot’s alert is never lost among mentions.
One bot per tool
Each connected system has its own bot and its own token, scoped to the channel it may post to. Revoke one without touching the others.
Checked deliveries
Your system can verify that a message really came from CM Chat before it acts on it.
Bring in outside experts
Invite a contractor or vendor as a guest in just the escalation channel, with an end date.
A record of what happened
Sign-ins, role changes, integration changes and file downloads are in the admin activity log.
Questions
Help desk questions.
Do you provide the chat widget for my website or app?
No. CM Chat is the place your team handles escalations. Your own system posts into it and passes the replies back.
Do I need developers?
Yes, a little. Posting a message is a single web request. If your tools already post to Slack, you usually change only the address.
Does Image Depot really use it?
Yes. Image Depot’s own help desk runs on CM Chat.
Give your help desk a better home.
Tell us how your support works today and we will help you set up the escalation channel.