Give each conversation an owner
Decide which team handles new messages and who takes responsibility for each enquiry. The owner should answer the customer, record the next action and involve the right colleague when needed.
Agree coverage for breaks, leave and the end of a shift. A handover should include the customer’s request, what has already been done, any commitment and the next step. Use the connected conversation and customer record to keep that context available.
Example: turn an enquiry into a tracked sale
Capture the requirement
A customer asks about an installation. The adviser confirms the need and keeps it with the customer record and sales opportunity.
Prepare the offer
Use GoDesk’s product catalogue and CPQ tools to prepare a priced quote and branded PDF. Share it through the agreed channel, including WhatsApp.
Plan the next conversation
Record the next action and date. If a call helps explain the quote, call with the enquiry context available. Use a permitted template when a WhatsApp follow-up is outside the service window.
The value is a sales enquiry your team can follow through, with the quote and next action visible. Explore CPQ and quotes and sales CRM.
Example: turn a request into a resolved issue
Understand and assign
An agent reviews the available customer history and takes ownership of the request.
Track the work
For an issue that needs investigation, create or connect a support ticket. Set responsibility, priority and the next update.
Close the loop
Record the outcome and tell the customer what was resolved. Request feedback through your configured survey channel when appropriate.
A message that requires work should remain visible until that work is complete. Explore support ticketing.
What should a team leader review?
- Conversations and tickets that still need an owner or response.
- Handover notes and outstanding commitments.
- Sales enquiries awaiting a quote or follow-up.
- Recurring issues and quick replies that need improvement.
Agree the reporting available for your workspace and the review routine. Start with a few measures such as response time, resolution time and completed follow-up. These are management goals, not promised performance results.
Next: plan campaigns and costs.