Best practices to follow while filling out your Support Agent onboarding questionnaire.
Once you've purchased Rinsed AI Support Agent, you're ready to start setting up your Agent(s)! You'll receive an email with a link to a questionnaire that we will use to tailor the Agent to you and your wash. We aim to have you up and running with your Support Agent(s) within 1 week of submitting your questionnaire form!
For an overview of the questionnaire, check out the recording below.
The questionnaire is broken into three stages:
1. Tell Us About Your Setup
Here you'll provide some basic information about your agent, and you can create additional agents. You'll need to create multiple Agents if:
- You would like to provide different information for different locations
- You would like your Agent(s) to speak a language other than English and Spanish (you'll need to create one agent per additional language). Note - the language can be considered after the Agent is created. Talk to your CSM if you need to adjust an Agent's language!
2. Configure Your Agent
On this page, you'll further customize your Agent's greeting, persona, handoff (enabling forwarding, if desired), and conversation flow.
3. Train your Agent
This is where you'll provide all of the information your Agent needs to know in order to answer questions from customers. You are welcome to edit or add questions to suit your wash's needs.
It is important that you fill out your answers carefully in order to create a welcoming and knowledgeable agent. Responses should be friendly, clear, and thorough.
- Answer all questions in complete sentences and in the desired tone of the Agent. Think, "If a customer called and asked me this question, how would I answer?"
- Avoid bulleted lists. All lists should be written as they would be spoken, in full sentences.
- For example: "Our Ultimate package includes Tire Shine, Ceramic Shield, and undercarriage rinse."
- Include all pricing information in the following format: $XX per month. Do not type "$XX/month" or the Agent will read the slash.
- Make sure that each of your membership plans and the services included are explained very clearly.
- Remove https:// and www. when including links, otherwise the Agent will read these. If you are including a link to https://www.rinsed.com/, this should be written as simply rinsed.com .
- If you would like to include additional information, add each piece of information as its own question and answer. Different topics should be broken down into separate Q&As.
4. Edit Location Information and Downsell Descriptions
Your CSM will email you with your Support Agent phone number within a few business days of submission. There are a few additional steps you can take while you wait for your Support Agent phone number to be ready. We recommend taking these steps as soon as possible to avoid any delays in going live!
Add Google Place IDs and default Checkout Forms to all Locations connected to your Support Agent.
The Support Agent will dynamically pull hours and location details from your Google Place listings, as long as you have a Google Place ID added for each location. You'll also be able to send a Checkout Form for customers interested in purchasing a membership.
You'll be prompted to fill out this information for each Location connected to Support Agent:
Add a Support agent description on Downsell Plans
For all downsell plans that are currently in use, you'll want to add a Support Agent Description. This is the way the Agent will describe the downsell offer when speaking to customers. You'll see a default description for each Downsell Plan, but feel free to make adjustments to suit your brand and tone.
