Using Multi Messaging for Support

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What is Messaging?

Message our Support Team directly in the Arbor MIS or from our Help Centre. It's like sending a WhatsApp message, but for support! Ask questions, report issues, or request troubleshooting.

Our virtual assistant, Arbor Agent, will try and help you first by using our knowledge base and other resources. The Arbor Agent is available 24/7 and is great at advising on common questions and troubleshooting steps.

If Arbor Agent does not solve your query, let it know that you would like to speak to a human by rating your chat or asking to speak to a human after your initial conversation.

Who can use Messaging?

Messaging is available for all school and MAT staff to use 24/7. Parents/Guardians and students cannot use Messaging, but they will be directed to the relevant area of our Help Centre. If a conversation needs to be escalated for Parents/Guardians or Students, they will be advised to reach out directly to their school.

Why should I use Messaging over other support channels?

Time: Quickly send your question and get a response faster than email or phone. Messaging allows you to attach files or images for clarification.

Convenience: Messaging can be accessed from anywhere, 24/7, on any device. You don't need to wait on hold or be tied to your computer. You can also open multiple messages at once to handle more than one query at a time.

Flexibility: You can easily switch between tasks and return to your conversation later. There's no need to stay on the phone for an extended period.

Perfect for when you are working in a busy school office or classroom and get pulled away from your computer!

How to get started

  1. Click the speech bubble in your MIS or our Help Centre: Look for the chat bubble icon in the bottom-left corner of your screen.
  2. Send a Message: Type your question or issue and click "Send".
  3. Get instant help from Arbor Agent: Our virtual assistant will try to help in the first instance. Ensure that your questions are clear and concise whilst fully detailing your issue. More information on the virtual assistant can be found here.
  4. Need to speak to a human? Let our virtual assistant know if you need further help from one of our live agents and you'll be put through to a member of our team. Please note that our opening hours are Mon-Fri 8am to 5pm).
  5. Want to close down the conversation? When our agents have resolved your issue for you, they will close down the conversation from their end. With our new multi messaging function, you will now be able to go back into those messages to view all of your previous conversations. Once the agent has closed the chat, if you start a new message using the same chat box, our agents will see this as a new message.
  6. If we need to take your issue away to investigate: If we need to take something away to look into further, our team will keep your ticket open and close your message. This means that if you type a new message into the same chat, it will come through to our agents as a brand new query, so please do wait for an email back! 

Quick tips for crafting good questions for Arbor Agent

  1. Talk to the bot like a human: It can be tempting to type in key phrases like you would a search engine (e.g. Google) but AI works best when asked fully formed questions. For example instead of:  “Help with Custom Report” try using something along the lines of “How do I build a [insert report type] in Arbor which displays [insert information needed to be displayed].” 
  2. Be clear and concise: State your questions or concerns in a straightforward and easy-to-understand manner.
  3. Focus on keywords: Use relevant keywords related to your issue e.g. instead of “Seating plan” type “How do I set up a seating plan in MyClassroom?”
  4. Provide context: When necessary, offer additional details that might help the chatbot understand your situation better. Perhaps there’s a link to some guidance you already checked. For example, instead of just asking: “How do I reset my password?” you could say: “ I’m having trouble logging in to my account. I think I need to reset my password.”
  5. Break down complex questions: If your query is multifaceted, consider breaking it down into smaller, more specific questions. If our bot doesn’t solve the query on the first try, add some more details and explanations to your question using the above points to help you out!
  6. Keep it positive: The assistant is here to help! By using a polite and friendly tone, you will encourage a positive interaction.

For additional tips and information on how our chatbot utilises AI to help you, you can always check out our guidance here

Example Questions/Interactions

Poor Questions or Interactions Good Questions or Interactions
Can you fix my marks? I noticed a mistake in a student's attendance marks for [class name]. Can you help me get this corrected?
Seating Plan Can you please tell me how to create a seating plan in My Classroom for [class name]
Number on Roll How do I find the number of students on roll?

 

Using Your New Multi Messaging Features

We've made it easier to chat with us with our new multi messaging feature, meaning you can multiple conversations with us at the same time! 

This allows you more control and can chat with us about multiple topics at once while making it easy to view past conversations. This allows you to keep your tickets organised and refer back to previous fixes as you now have the ability to view all of your previous conversations.

How to use multi messaging

To start a new conversation using the multi messaging feature: Just as you would with the standard chat feature, firstly click the speech bubble in the bottom left of your Arbor site and select the “+” symbol.

Then, you will see a green box to the bottom of the pop up which says “Start new conversation” click this button and a chat window will open.

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Conversations are listed in order of last updated; your most recent interaction will appear first at the top of the list, whether that be from a conversation you’ve just had with the Arbor bot or an Arbor agent on a ticket you’ve escalated

The title of your conversation pulls from the first message you sent, so it's always handy to add your issue into your first message!

 

When the conversation is closed

When your conversation has ended, our agents will close your message for you. There will be no indication of this closing, but our agents will ensure that you know that your message has been closed. 

When this has happened you will receive an email to confirm this. If you are wanting to start a new message with us, you should follow the above guidance for starting a new message. 

This is to ensure: 

  • You can keep all of your queries separate and easy to organise
  • Our staff can easily identify your queries and check on previous tickets without complication
  • Gives you control over your tickets and how many chats you can have with us at one time. 

Please note, for the best support, please start a new chat for each new issue. Sending messages in a closed chat will create a new query for our agents and this could cause delays in response time. We always recommend starting a new chat for the quickest most efficient response! 

To go back to your message list to start a new message, simply press the back arrow to the top left of your current message box and then chose the Start New Conversation option as detailed above. 

 

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