How do you inform your team of inbound conversations from specific clients?

Question

What workflows does your Support team have in place in order to keep Account Managers, Customer Success Managers, and other customer-facing teammates informed of conversations coming from specific clients? Currently, our Support team comments and @ mentions the dedicated CSM in a note once we've begun engaging with a user on one of the teams our CSM manages. The CSMs tell us no ping ever feels unnecessary, however, there are a few downsides to our process: it's manual (it's easy to forget) and CSMs might not want to be made aware of every user's message. We also have an Inbox for the segment of accounts managed by CSMs, but viewing all conversations can be a bit overwhelming to scroll through. The feedback we've collected from the CSM's is that they wish they had a report, like a dashboard, displaying only their client's conversations &#129300; What do you recommend?

Aparna · Accepted Answer

Hey @marie f​! We do the same.  We @mention the CSM in a conversation if that needs their attention or sometimes if need to pass the conversation to them we manually assign it to them.  If you are looking for reporting purposes then probably tagging the conversation with the CSM name would be the easiest way to pull all conversations related to a specific CSM.  Another option is using a conversation data attribute to store the CSM name and then filter the report by the conversation data attribute.

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