Arbyn sends your customers a small number of emails on your behalf. You can now rewrite the subject line and the opening paragraph of each one, so they read in your voice instead of a generic default.
Where to find it
Settings → Customer emails.
What you can change
Four emails, each edited separately:
When it sends | |
Chat message | A chat conversation continues by email after the customer leaves the page |
Conversation transcript | A conversation is closed and the customer gets a copy |
Rating request | Asking the customer how the conversation went |
Handed to the team | Confirming a question has been passed to a human |
For each one you can edit the subject line and the opening paragraph. Everything else, the greeting, the button, the transcript itself, the rating links, stays as it is, because those parts have to work rather than read well.
Using tokens
Type {{customerName}} and the customer's name appears there. Each email shows the tokens it supports right next to the editor, because they differ: an email about a closed conversation knows the date it closed, and an email about a live chat knows the chat link.
Spacing and capitalisation are forgiving. {{customerName}}, {{ customerName }} and {{customer name}} all work.
If you use a token an email does not support, Arbyn removes it rather than sending the customer raw {{brackets}}.
Preview before you save
The preview renders the real email, through the same code that sends it. What you see is what your customer receives, including when an email is switched Off, where the preview shows the default wording, because that is what actually sends.
Going back to the default
Switch the email Off, or press Restore default. Either way your customer immediately gets Arbyn's default wording again, and your text stays in the box. Nothing is deleted, so you can switch it back on whenever you like.
FAQ
Do I have to customize these? No. Untouched emails keep their default wording, which is already written to be clear and neutral.
Will my wording be translated? The default wording is translated into every language Arbyn supports. Your own wording sends exactly as you typed it, so if you serve customers in several languages, keep that in mind.
Can I change the button or the transcript? No. Only the subject and the opening paragraph. The rest of each email carries the thing the email exists to deliver.