• Always ask yourself:

  1. What is the customer trying to achieve?

  2. If this was someone close to me (like my own family or friend), how would I help them?

  3. Can I fix this problem permanently instead of just giving a quick fix?

• Remember → Quality is always more important than quantity.
  One properly solved issue builds more trust than ten incomplete ones.

• Email Tickets → Handle assigned tickets.

• Chats (Human) → Work on chats assigned to you.

• Chats (Bot) → Review bot replies.

  • If incorrect → Assign to viaSocket Support in Hello.

  • Try to identify the reason for the error (if you’re not sure, note it in the sheet).

  • Note → When posting anything needing another team’s action, add the Slack thread link for context in note.

• Call user via Hello.

• If answered → Send MoM email with summary + next steps.

• If not answered → Send follow-up email (as per request form).

• If language barrier → Send follow-up in user’s preferred language.

• Read full conversation → Understand context.

• Identify pending needs → Resolve unresolved requests first. Never move to follow-ups or closing until everything is addressed.

• If customer inactive → Follow up via email/WhatsApp/call.

  • WhatsApp ended → Use follow-up template + snooze → If still no reply, close.

  • If genuine/important → Don’t just close, follow up again.

• While solving → Ask why it happened and how to prevent it. Log idea in sheet.
  

• After your first human reply, assign the chat to viaSocket Support.

• Always read the entire conversation to avoid missing details.

• Don’t just reply — understand the customer’s bigger goal.

• Use or create Saved Replies for repeated issues.

• Review Zipy often and note down urgent or recurring issues.

• Check if a HelpDoc (help article) already exists — if yes, share it.
  If not, create a new one to help others in the future.
  

• Close → only when there’s truly nothing left to be done.

• Snooze → when something is still pending but needs to be followed up later.

• Never close or snooze randomly — understand the situation first.

Your performance =

1. Ideas & Improvements (bot corrections, saved replies, FAQs, problem-prevention notes)

2. Chats/Tickets handled with quality
   

👉 The first point carries significant weight.

• Chats are not tasks to finish → they’re opportunities to help customers succeed.

• Sometimes extra effort (jaan laga ke kaam karna) is needed — that’s what builds trust and makes viaSocket valuable.
  

For daily support reporting, please follow this format -

Real Problems Solved: X
Describe problems point wise

Repeated issues noticed: X
Describe repeated issues point wise

Submitted any ideas or improvements to roadmap inputs: X
Describe ideas or improvements point wise

Any bugs/issues reported: X
Description or ticket IDs if any

User Workflows Worked On: X
Describe workflows point wise

KB/FAQ updated: X
FAQ titles

Zipy Sessions reviewed: X
Key findings / UX pain points

Feedback or Escalations (if any): X
Describe feedback or escalations point wise

Special Notes

• If no new queries found → you can still:

  • Review snoozed tickets

  • Follow up on pending tickets

  • Create/update HelpDocs or Saved Replies

  • Submit improvement ideas

  • Deep dive into unresolved tickets

• Skip fields with 0 counts → only report actual work.