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Conversations

Get help replying to, updating, viewing, and all-around improving your customer conversations.

  • Understanding customer conversations and journeys

    Every conversation your team has with a customer is just one part of that customer’s journey with your company. In order to provide the best support possible, your team needs to see not only their mes...

  • Responding to customer conversations

    In Kayako, your support teams interactions with your customers are grouped into conversations . Kayakos conversation format is designed to help you have more informed, more contextual, and all-around ...

  • Exporting data using custom reports

    In order to improve your customers support experiences, you need to know how theyre going in the first place. Kayakos Insights pages have a collection of useful metrics, but sometimes thats not enough...

  • Merging multiple conversations into one

    Although we may wish that customer conversations and customer problems had a 1:1 relationship, thats not always the case. Sometimes, youll have two simultaneous conversations with a customer or organi...

  • Suspended message handling

    Every email message that comes into Kayako goes through a series of filters before being added to a conversation. These filters check for messages that cant be authenticated or verified, messages from...

  • Adding dynamic content with placeholders

    Placeholders are used to access dynamic content and values in Kayako, which can help you save time drafting replies. They can also unlock some pretty powerful personalization options in your email tem...

  • Automating common replies and updates using macros

    Whenever you find your support team repeating the same action or sending the same reply to one conversation after another, thats a usually a good sign that you could use a macro. Macros can save your ...

  • Building forms for different conversation types

    Most support organizations field many types of questions from their customers, from technical support to sales inquiries. Forms let you customize the data you collect for different types of support co...

  • Adding custom fields for conversations, users, and organizations

    The more information you gather about your customers and the problems they face, the easier it is to help them. To make that simpler, Kayako has options for creating custom fields that you can add to ...

  • Adding and editing views

    Rather than having to wade through a list of every conversation in Kayako, its often useful to look at just a subset of them. For example, just the conversations assigned to you, or to a particular te...