Adjusting the Availability of Escalation Options in LearnWise

When managing escalation options in LearnWise, setting the availability for live interactions such as Live Chat or Phone Calls is critical. These options typically need to align with the working hours of your support team. This guide will walk you through customizing the availability settings to ensure users can reach out through these methods during the times when staff is available.

Tailoring Availability to Support Hours

Setting precise availability for Live Chat and Phone Call options helps manage user expectations and support team workload. For instance, if your support team is available from 9 AM to 5 PM, you would configure these options to be active only during these hours.

Steps to Adjust Availability

1. Login to Your Dashboard: Access your LearnWise admin account via admin.learnwise.ai and proceed to the dashboard.

2. Go to ‘Manage Help Desks’: Find the ‘Manage Help Desks’ section where you can oversee all your support channels.

   

3. Click “Manage Desk” To Edit Choose the relevant help desk and click ‘Manage Desk’ to modify its settings.

4. Scroll to Escalation Options: In the help desk settings, find the escalation options. Here you can create new contact methods or modify existing escalation options.

1. Click on the escalation method you want to modify

2. Choose 'Limited Availability' In the ‘Availability” section of the Escalation Option, change the setting to “Limited Availability” from the default “Always Available” setting.

   

3. Click the “Edit Availability” Button

4. Modify Availability in the Pop Up Modal

   • For instance, set 9 AM to 5 PM for weekdays if that’s when your team is on duty.

   

5. Save and Confirm:

   • After setting the hours, save your changes to ensure the updated availability is reflected on the associated assistant chat interfaces.

Impact of Availability Settings on AI Chat Experience

When an escalation option like a Phone Call or Live Chat is not available, it’s crucial to inform students and faculty about availability directly within the LearnWise chat experience.

If an option is unavailable, a notice will appear during the escalation process indicating when the escalation option will be available again. This transparency helps manage expectations and directs them to alternative support methods if immediate assistance is needed outside of the designated hours.

By carefully setting the availability for these real-time support options, you help balance the demand for support with your team's capacity to provide assistance, leading to a more efficient and user-friendly support experience. If you need help configuring these settings or have any questions, the LearnWise support team is ready to assist you.