Overview
Flint Engine provides multiple channels for customer support: live chat, contact forms, and WhatsApp integration. This article covers the overall customer support workflow and best practices.
Support Channels
Customers can reach you through:
| Channel | Admin Location | Best For |
|---|---|---|
| Live Chat | Support panel | Real-time technical support |
| Contact Form | Inbox → Contacts | Detailed inquiries and questions |
| External (WhatsApp app) | Quick informal communication | |
| External (email) | Detailed support requests |
Managing Support Conversations
Navigate to Support to view all active conversations.
Prioritizing Conversations
- Urgent — Payment issues, license activation failures
- High — Product functionality questions, order problems
- Normal — General inquiries, feature requests
- Low — Feedback, non-urgent questions
Response Workflow
- Review new messages in the support inbox
- Check the customer's order history and license status
- Provide a helpful response
- Update the conversation status (open/pending/closed)
- Follow up if needed
Contact Form Inquiries
Navigate to Inbox → Contacts to manage contact form submissions:
- View submitted contact forms
- Mark as read/unread
- Reply to inquiries
- Delete resolved inquiries
Service Inquiries
Navigate to Service Inquiries to manage product or service-specific inquiries:
- Track inquiry status
- Update status (new, in progress, resolved)
- Delete resolved inquiries
Project Requirements (RCD)
Navigate to Requirements to manage detailed project requirements submitted through the website:
- Review submitted requirements
- Mark as read
- Follow up with the prospect
- Convert to a CRM lead or project
Subscriber Management
Navigate to Subscribers to manage newsletter subscribers:
- View all subscribers
- Export subscriber list
- Remove subscribers
Support Quality Tips
- Respond Quickly — Aim for under 1 hour during business hours
- Be Specific — Address the exact issue, not generic responses
- Check Context — Review order history and license status before responding
- Follow Up — Check back after resolution to ensure satisfaction
- Document — Keep notes for complex issues
- Escalate — Route technical issues to the development team
Related Articles
- Live Chat — Real-time chat system
- WhatsApp — WhatsApp integration
- Customers — Customer account management
Tip: Use the CRM workspace to track ongoing customer relationships. The support system handles quick interactions, while the CRM manages long-term relationships.