Phone handling

A phone call will show as a new ticket in Trengo.

Alex is working on profiles which will show all customer information. This does not work for the moment so we have to create profiles ourselves (like in Robin inserting the email address or phonenumber so you see all available communication. See below how it works.

When you are done, you need to close the ticket

Add an Internal comment with free text, keeping below in mind:

- What has been advised? (e.g. a link to the advised pump, that customer needs to call DPD or PostNL, advised to use teflon)

- What has been agreed? (e.g. we will send a new pump if the T&T is not updated tomorrow, you will get a 5% discount, I will send you XXX sparepart)

- What has been asked? (e.g. asked for a video)

Add a Label (see below)
Tick the Mandatory comment box in Ticket Field (see below)

Adding a profile (with an existing order)

Copy the customer name from magento
Click on Add profile

paste the name in the pop up box

click on the grey part and create profile
You have now created a profile containing a name only

You now need to insert the email adress
Copy the email adress in magento
Click on Add email

paste the email adress
click on save

Even though this looks good, we still cannot retrieve order information.
We need to add the email adress to the profile

Click on the customer name

You will now access the profile information
Click on the + next to email

Now paste the email address again
Select by pressing enter or pressing the green tab
Go back by clicking on the left arrow

Now click on Integrations to see order information
The ordernumber is not visible at the moment but you can click on Order ID which will take you straigt to the magento order

Or go back to Contacts and click on Contact moments
You can see here if he has previously called/emailed

Contact Notes will show you additional important internal comments that your colleagues have inserted

Closing a ticket/call

A label is mandatory to close the ticket
Click on the Label icon
A dropdown menu will appear
Select the applicable label

Add a comment in the comment field
In this example, you see the internal comment at the bottom
On the right, tick the box "Did you leave a comment?"

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