Keep each product’s context together
Use an inbox for the product or brand whose support you are handling. Configure that inbox’s website widget, email routing, signature and knowledge sources. If one team supports multiple products, choose a plan with enough inboxes and grant each agent the access they need.
For example, a founder and one support agent can share an inbox for a single SaaS product. A second product with different policies may justify a separate inbox rather than mixing both knowledge sets.
Establish ownership before replying
Review new conversations, assign an owner, and check customer history before responding. Use tags and status to make the next action visible. Reassign deliberately when a teammate takes over, so two people do not work on the same request without knowing.
Use internal notes for team coordination
Record investigation details or a question for a teammate as an internal note. Use Reply for text intended for the customer. Before sending, check the destination, the selected conversation and any attached files.
When using an AI draft, verify policy statements and account-specific claims. Edit the draft to match what your team can actually do.
Keep chat and email acceptance separate
A successful chat test does not establish email deliverability. After configuring email, send a test from an external mailbox, reply from Handeza, and reply again from the mailbox. Confirm that the final message returns to the same conversation and check the recipient’s Inbox and Spam folders.
For chat, test a visitor message, an agent reply, an offline message and reconnect behavior. See the widget setup checklist.
Review the queue and knowledge regularly
- Start the day with unassigned conversations and customers waiting for a reply.
- Check failed delivery states before assuming an email reached a customer.
- Use reports and ratings to identify recurring friction.
- Turn repeated questions into clear Docs or FAQ entries.
- Review AI answers against those sources, especially after changing a policy.
Measure your own response and resolution patterns before setting targets. Handeza does not promise a fixed improvement in support performance.
Continue with Handeza
All product guides · Features · Pricing and limits · Contact support