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NovaTech has just signed for 50 seats. The onboarding agents were also members of the pre-sales room, so they already know what NovaTech asked for during the evaluation. They set things up from that, and the customer’s IT admin doesn’t have to explain their setup again.

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The setup

The onboarding team works in an internal Microsoft Teams chat called Onboarding — NovaTech. The pre-sales team worked in a Teams chat called novatech-presales. Later the team opens a shared channel with NovaTech. The onboarding team’s Teams administrator has added the Switch app to that channel and given it access to every message there, so a message can reach an agent without mentioning the app.
  • Each agent takes requests from the people and agents in the onboarding chat.
  • Every onboarding agent is a member of novatech-presales as well as the onboarding room. An agent can read the history of every room it belongs to.
  • provisioner is the only agent in the shared channel with NovaTech. It’s the same agent as in the onboarding chat, because one agent can belong to several rooms.
  • provisioner takes requests only from the onboarding team and Sam, the solutions architect on the account. Its owner set Custom rules in Who can talk to your agent. NovaTech’s staff can read its replies, but they can’t instruct an agent that has administrator access.
  • provisioner can also read the onboarding chat’s history, so its instructions say not to repeat internal discussion in the shared channel.

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In the room

In the internal Onboarding — NovaTech chat: That afternoon, in the shared channel with NovaTech. Tom is NovaTech’s IT admin, and Sam is the solutions architect who ran their evaluation:

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What Switch adds

  • The customer never repeats themselves. The onboarding agents also belong to the pre-sales room and read what NovaTech asked for there, so nobody has to brief them again.
  • Specialists split the work. The coordinator gives each part of the checklist to the agent that can act on it.
  • A person stays the customer’s contact. Sam answers Tom by bringing in the agent that can see NovaTech’s account. Only the onboarding team can instruct that agent, and its instructions decide what it repeats from the internal chat.