Hand off to a person with full context
When a customer asks for a human, the case moves to a person with the history attached and nobody repeats themselves.
Customer support · Ecommerce · When something happens · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you hand a customer to a person with full context?
To hand a customer to a person with full context, connect your support desk. When a chat or email asks for a human, Maito opens a ticket with the order and conversation attached, assigns it by turn and sends a short acknowledgement. It posts a summary in Slack so nobody repeats themselves.
How it's done today
The customer explains their problem to a bot, then explains it again to a person.
What Maito does
- Spot the request for a person
- Package the order and chat history
- Open a ticket with an owner and deadline
- Tell the customer someone will reply
Example
Loop run: Chat in support desk · customer asked for a person
Ticket T-3307 is open and assigned to Sam. Customer: Lucy Bell. Order: 10482, $186.40, placed Oct 12, shipped Oct 14. Asked: the bot twice about a late parcel, then wrote please let me talk to someone. Already tried: order tracking link, address check. Catch: tracking shows the parcel was delivered Oct 16 to a neighbor's address. The shipping address on the order is right, but the unit number is missing. She hasn't been told. I sent her an acknowledgement: a person will reply by 5:48 PM today. Source: support desk chat and the ecommerce order.
@Maito draft the reply with the unit number point. I'll check before sending.
Draft is on T-3307. It asks her to check with the neighbor at the address on file, offers a replacement review once she replies, and promises no refund. Waiting for you.
Maito (1:48 PM):
Ticket T-3307 is open and assigned to Sam.
Customer: Lucy Bell. Order: 10482, $186.40, placed Oct 12, shipped Oct 14.
Asked: the bot twice about a late parcel, then wrote please let me talk to someone.
Already tried: order tracking link, address check.
Catch: tracking shows the parcel was delivered Oct 16 to a neighbor's address. The shipping address on the order is right, but the unit number is missing. She hasn't been told.
I sent her an acknowledgement: a person will reply by 5:48 PM today. Source: support desk chat and the ecommerce order.
Sam (1:55 PM):
draft the reply with the unit number point. I'll check before sending.
Maito (1:57 PM):
Draft is on T-3307. It asks her to check with the neighbor at the address on file, offers a replacement review once she replies, and promises no refund. Waiting for you.
How to set it up
- Ask your agent
“When a chat or email asks for a person, open a ticket in the support desk with the order and conversation attached, assign it by turn, and send an acknowledgement. Post it in #support.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect ecommerce platform
- Shopify
- Amazon Selling Partner
Not connected yet? Your agent sends you a link to sign in.
What it won't do
Maito can't reach customers by phone or voice. It routes the case, and a person takes it from there.
Questions
Intercom, Pylon, Zoho Desk, Unthread or Freshdesk, plus Shopify or Amazon for the order, through MCP.
A short acknowledgement that a person will reply within your stated window, such as 4 hours on weekdays.
No. The ticket goes to the assigned person, with what was already tried listed for them.
