Welcome to your complete guide to mastering Spur's ticketing system. Whether you're an agent responding to customer chats or a manager organizing your team, this guide covers everything you need to know. We'll explore the Shared Inbox for managing conversations and then dive into the settings for team and workflow management.
Part 1: Mastering the Shared Inbox
The heart of customer communication in Spur is the Shared Inbox. It's a centralized hub where all your customer conversations from various channels—like Instagram, Facebook, WhatsApp, and website live chat—come together in one convenient place.
The Shared Inbox is organized into four main columns, which we'll explore from left to right.
Column 1: Navigation and Filtering
This first column is your primary tool for navigating and filtering conversations.
Online/Offline Status: At the very top, a toggle allows you to set your status to Online or Offline. When you're online, you can be automatically assigned new tickets. Setting yourself to offline prevents new tickets from being assigned to you.
This only works if you are part of a team that is using the round-robin system of ticket assignment.
2. Conversation Views:
Your Inbox: Shows only the tickets assigned directly to you.
Unassigned: Contains tickets that haven't been assigned to any team member.
AI Agents: Displays tickets currently being handled by an AI Agent.
Teams: View tickets assigned to specific teams, like "Customer Success" or "Sales."
All: The default view, showing every ticket regardless of who it's assigned to.
3. Channels: Below the conversation views, you'll see a list of all connected channels (e.g., specific WhatsApp numbers, Instagram accounts, or live chat widgets). You can click on a channel to filter conversations from that specific source.
Column 2: The Conversation List
This column lists all your conversations. You can click on any chat to open it on the right.
Bulk Actions: Hover over a contact's profile picture or initials and click the checkbox to select multiple conversations. You can then perform bulk actions like closing tickets or marking them as read/unread.
On clicking, you get this:
Actions that you can take after bulk selecting:
Filtering: Use the drop-downs at the top to filter chats by their status: Read, Unread, Open, or Closed.
Open Tickets: These are active conversations that require attention. A ticket is considered "open" from the moment a conversation moves from the "Closed" section to the "Open" section.
Closed Tickets: These are conversations that are resolved or don't require active monitoring, such as those handled entirely by automations (e.g., order updates).
Search: The search bar is a powerful tool that allows you to find conversations by:
Customer phone number or name.
Specific text within a conversation.
Shopify Order ID (if connected).
Pro Tip: If you can't find a conversation in the "Open" view, be sure to check the "Closed" section, as it might have been handled by an automation.
Column 3: The Chat Window
This is where you interact with your customers. Your messages appear in blue, and the customer's messages are in gray.
Replying to Customers:
Message Templates: For channels like WhatsApp, if the 24-hour messaging window has closed, you must use pre-approved Message Templates to re-initiate the conversation. Click the loudspeaker icon to select and send a template.
Quick Replies: Use the
+icon to access saved responses for common questions. You can create, edit, and search for these replies by their shortcut, making your workflow faster and more consistent.Attachments: Send documents, images, and videos using the respective attachment icons.
Products (WhatsApp): If you have a catalog connected, you can send product recommendations directly to customers on WhatsApp by clicking the shopping cart icon.
Internal Notes: Switch to the Note tab to add internal comments to a conversation. These notes are only visible to you and your team, not the customer. They are perfect for leaving context for teammates.
After adding them:
Event Tracking: See a timeline of customer actions, such as when they clicked a payment link, what items they added to their cart, and when they started the checkout process.
Column 4: Customer Context and Ticket Management
This final column provides context about the customer and allows you to manage the ticket's assignment.
Customer Details: At the top, you'll see the customer's name, contact information, and channel-specific details (like follower count on Instagram, or phone number on WhatsApp).
Ticket Assignment:
Assign Agent/Team: Manually assign a ticket to a specific agent or an entire team (e.g., "Support Team"). If a human agent sends a message, the AI is automatically disengaged.
Assign to AI: You can hand a conversation back to the AI by assigning it to the AI agent.
Automation Toggles:
Turn Off Automations: You can temporarily disable automations for a specific chat. If an agent replies, automations are paused for a set time (60 mins by default), which can be extended manually.
Opt-in/Opt-out (WhatsApp): Manage a customer's consent to receive marketing messages.
Customer Organization:
Tags: Add tags to segment your contacts (e.g., "VIP," "Return Request"). You can use these tags later for creating segments, which can then be exported separately or sent a particular broadcast.
Custom Fields: Store unique information about a contact using custom fields, such as "Login Email" or "Membership ID."
Customer Notes: Add permanent notes about a customer that are always visible in this panel, like "Customer has bad eyesight, respond with short messages."
These notes are also referred to by AI agents, so you can add custom instructions here to modify the AI’s default behaviour for a particular individual.
Customer Order Details: If Shopify is connected, this section displays the customer's Shopify profile, past order history, and allows you to create a new order directly from Spur.
Part 2: Managing Teams and Workflows
To configure your team settings and ticket assignment rules, navigate to Settings in the main navigation bar.
Team Management
In Settings > Team, you can manage your agents, teams, and assignment logic.
Invite Team Members: Invite new agents by entering their email address and assigning them a role (Owner, Admin, Marketing Lead, Support Agent). Each role has different permissions that you can see on the right.
Create Teams: Group your agents into teams like "Sales" or "Customer Success."
Ticket Assignment Types/Rules: Within each team's settings, you can define how tickets are assigned:
Manual: Tickets are assigned to the team, and agents must manually take ownership.
Round Robin: Tickets are automatically and sequentially distributed among the available online team members, ensuring a balanced workload.
Default Assignee: Set a default person or team to receive tickets when the AI cannot handle a request or a customer asks to speak with a human.
Notification Settings
In Settings > Notifications, each team member can manage their own notification preferences.
Device-Specific: Notifications are enabled on a per-device basis. You must subscribe to notifications on each computer or phone you use.
Notification Types: You can choose to be notified for specific events, such as when you receive a new message or when a ticket is assigned to you.
By mastering these tools, you can create a streamlined, efficient, and collaborative environment for your entire team, ensuring no customer conversation ever slips through the cracks.