User Request
Enter the initial request or problem description from the user.
Contextual Information
Provide relevant details for AI processing and agent reference.
Workflow Checklist
Follow these steps to process the request. Your notes here will inform the AI.
Step 1: Review User Request
Carefully examine the user's initial message or problem description to understand the core issue.
Step 2: Consult AI Notes
Check any relevant notes or suggestions provided by an AI assistant or system related to this case.
Step 3: Review Internal Notes
Look for any specific notes or history associated with this user or their previous interactions.
Step 4: Determine L2/L3 Case
Based on the Tag Guide and the nature of the issue, determine if this is an L2 (Level 2) or L3 (Level 3) support case.
Step 5: Check Admin Guidance
Look for any relevant information, instructions, or escalations from an administrator or supervisor regarding this issue or user.
Step 6: Search Knowledge Base & Communication Channels
Search the internal knowledge base (KB) and communication platforms (like Slack) for relevant articles, guides, solutions, or discussions related to the user's problem.
Step 7: Manage Lokalise
Turn Lokalise on or off as required by the specific case or workflow.
Step 8: Verify Bot Tag
Check if the conversation or ticket has been accurately tagged by an automated bot.
Step 9: Apply/Correct Tag
If the bot's tag is incorrect or missing, apply the appropriate and accurate tag(s) to the conversation for proper categorization and tracking.
Step 10: Send Resolution
Provide the user with a clear and concise solution or response addressing their problem.
Step 11: Close or Snooze
Conclude the interaction by either closing the chat/ticket if the issue is fully resolved, or snoozing it for a defined period if further follow-up is required.
AI Suggested Tag
Let AI suggest a relevant tag based on the provided information.
AI Resolution Generator
Generate a resolution draft based on the information and step notes.
Warning: Not all steps are marked complete or have notes. For best results, please review all steps.