Purpose

Role model team to represent real external automation partners.

For each automation Task

Build automation flow → Template with SEO friendly content by AI → Ideas/bugs/suggestions/improvement → Check downloads and usage of it.

1. Pick Tasks - All available in Master_Db (Flow by AI requests, Internal team requests) and Support escalations (Hello chat/mail)
   Create requirement doc first - here, if not auto created.
   

2. Client Communication

• Join meetings on time.

• If client doesn’t join:
1. Send reminder after 5 minutes. (saved reply - #waiting_in_meeting)

2. After 15 mins, reply (saved reply - #meeting_reschedule)

• After meeting → send short MoM (summary + next solid steps).

• Remember timezone

3. Support Escalations (Tickets assigned to Automation Experts in Hello)

• Respond promptly.
• Task pick from support must create entry in Master_Db and in column user_id must enter support chat_id

• Snooze

• Pending on us → add reason in notes or relevant slack thread links.

• Pending on client → is client/task genuine/imp to be followed up, else close.

• Reassign (with full context in notes or slack thread link).

4. Delivery & Feedback

• Max 2 hours will be allocated per automation.
  
  (Pick tasks accordingly that are genuinely feasible and straightforward to build on viaSocket. While our platform can technically create large or complex solutions, it doesn’t mean we should pick everything.

• Test end-to-end before delivery.

• If delay expected → inform early.

• Collect written feedback (email/chat/Hello) otherwise it will not be considered as complete.

• Record in Feedback Sheet:

• Ticket ID | Date | Feedback | Positive/Negative

• +50 = Positive and –50 = Negative (Include feedback points in monthly reward score).

5. Best Practices

• Read full ticket history.

• Close/snooze only after full understanding.

• Ask L1 to create/update Saved Replies or HelpDocs, if needed.

• Identify repeated flow needs and turn into reusable templates.

6. Self-Check Before Closing

Reporting includes:

• Problems solved / Automations delivered

• Reported repeat issues/bugs

• Ideas/Improvements shared

• Docs/FAQs updated

• Feedbacks logged
• Updated in DB

If idle → review snoozed tickets / helpdocs and suggest ideas / improvements / optimise existing flows.

New additions -

• Do not share your personal number with clients. Clients should message us only on the official WhatsApp support number
  +1 315 444 2439. You can reply using Hello on system or Hello mobile app.

• If you need any access from the client, it must be taken on automation@viasocket.com, not on personal email IDs.

• Always join meetings using automation@viasocket.com.

• ETA for any assigned task is a maximum of 2 days from the time it is assigned.

• If you receive an automation request from a client and a plug-in is required for it, please make sure to request it from the client’s workspace. Ensure to follow it strictly.

• If any experts are available, please pick up a task from the testing team.

• It is mandatory to update all columns in the Master_DB. However, the following must be updated on priority: status, approach_doc_link, and ETA