Resolution
Ask for the missing detail before handing off
An ambiguous question is no reason to pass the conversation to the team. How Ray will ask for a clarification and carry on with the question.[Author name][n] min read
LearnIn development
Notes on customer service that resolves
Articles from the Convray team on knowledge, resolution, sensitive topics and migration. While Ray is in development, the articles on this page are samples.
Early access with hands-on help from the team. Ray is in development.
Sample content. The articles illustrate the blog’s format and cover features the site already describes. Author, date and reading time will be filled in on publication.
FeaturedResolution
Resolving in the conversation: why a handoff is not the goal
A question handed off goes back to the team’s queue. What changes when the agent asks for what is missing, guides step by step and confirms the question was resolved.
[Author name][date][n] min read
Read the articleAll articles
9 sample articles
- Knowledge
Writing articles Ray can follow step by step
Exact menu and button names, one procedure per article and short steps: the format that will turn into clear replies.[Author name][n] min read
- Knowledge
From the unsourced question to the published article
Unanswered questions will be grouped by topic as content gaps. Each published article will be one less reason to hand off.[Author name][n] min read
- Sensitive topics
A short, explicit list of sensitive topics
Why sensitive matters are best kept as a visible list, with a fixed base and each business’s own topics.[Author name][n] min read
- Product
Reporting a refund’s status without touching it
Read-only tools: what Ray will be able to look up in the customer’s account and what will stay with people.[Author name][n] min read
- Knowledge
Validity and conflicts between articles
An expired article will stop being used, and if two sources contradict each other, Ray will not pick one: it will alert supervisors.[Author name][n] min read
- Migration
Migrating in stages, with a switch to go back
Knowledge first, a parallel run next and a share of customers that will grow in stages, always with a way back to the previous chat.[Author name][n] min read
- Product
Testing every change before it goes live
The business’s own cases, a floor of sensitive topics that cannot be turned off and regression checks after every change to knowledge, instructions or the model.[Author name][n] min read
- Product
One language per widget, set by the business
Why the business will set the chat’s language in the console, and what a customer writing in another language will get.[Author name][n] min read