Tips and tricks from successful rollouts

The habits that get teams from 30% to 70%+ automatic resolution.

All plans4 min read

Tips & tricks

Fix the top three topics in “Automate next” every week — small, steady knowledge-base work beats a big rewrite.
Turn agents’ best manual answers into articles; quality score shows you which answers customers liked.
Use per-category thresholds instead of one global number.
Write procedures for the five most common action requests (order status, cancellations, refunds, plan changes, password or access problems).
Run a regression test before and after every big change.
Keep escalation rules for genuinely sensitive topics only — every rule you add sends tickets back to people.
Review the chat widget’s hand-offs and the phone agent’s voicemails weekly: they are your customers telling you what is missing.
Invite agents as “agent” users so they can review drafts from the dashboard on busy days.