You just upgraded and you're in need of some advice to set things up properly? No worries, we've got you covered, here is a guide that will tell you everything you need to know about the Unlimited plan and the features that come along.

Features available from the Unlimited Plan

Knowledge base: Create a knowledge base and publish articles to make your customers and leads more autonomous.
Status Page: Display the availability of your services to the world, improve transparency and double down on trust.
Customer Reminders: Never forget another important milestone with your leads or your customer.
Routing Rules: Route conversations automatically to the right reps to improve response time and time to resolution.
Magic Browse: Monitor customers' screen in real-time and take control of the screen to help customers in distress.
Live Translate: Translate your messages to scale your customer relationships at an international level while not having to hire new reps.
Automated Replies: Build an autoresponder that will take the lead on the conversations based on specific actions.
Chatbot: Craft the best conversational experiences through automated scenarios to make customer experience unforgettable.
Campaigns: Build automated sequences that will make your life much easier. Whether it's chat or email, send the right message, at the right time.
CRM: Centralize contacts and interactions inside your CRM to forget about siloed data.
Video Calls: Make your customer experience much more human with peer to peer video chat.
Screen Sharing: Share your screen or let your customer share his screen to simplify support and user experience.
Analytics: Get insights about your customers' experience and improve the way you're chatting with your customers.
SMS: Send and receive SMS straight from Crisp Inbox.
Line: Send and receive messages from Line straight over Crisp Inbox.
Zapier: Connect with the app you love in little to no time.
Integrations: Connect Crisp to major CRMs such as Pipedrive, Hubspot, Salesforce or Zoho.
Customer satisfaction: Assess the quality of your customer support through CSAT.
Phone calls: Answer or start phone calls from your Crisp inbox thanks to our partners: Aircall or Ringover
WhatsApp: Connect WhatsApp Business Platform to your Crisp inbox and get leverage from all your existing Crisp features.
Instagram DM: Connect Instagram DMs to your Crisp inbox and get leverage from all your existing Crisp features.

Getting Started with the Unlimited Plan as an Admin

if you're an agent (aka operator or reps), scroll down to the bottom of the article, there's a dedicated section that will explain features you can take advantage of.

Adding new teammates (Total: 2 minutes) 👨‍👨‍👦‍👦

Gather the whole team around your shared inbox with Crisp. Simply add new accounts to Crisp to improve the quality of your support and humanize your brand. With the Unlimited plan, the limit concerning the number of agents is now 20. For any additional agent, there's a 10$/month to be paid on top of your subscription.

You'll need:
To be the owner of your account
Have your colleagues' emails

Here is a quick guide for your new operators, don't forget to share it with them

Click here if you need help on how to invite new operators to your team.

Set a Staging mode (Total Time: 2 minutes) 🎉

In order to maximize the possibilities of your Unlimited Plan, we advise you to request a staging mode, that will let you build and try all those new features without impacting your existing workflows.

You'll need:
To get in touch with Crisp support
To share the WebsiteID for which you'll want to have a staging mode

Here are some explanations on how you can access a staging mode with Crisp.

Create your Knowledge base (Total Time: 180 minutes) 📚

Building a knowledge base can be time-consuming, especially when you're starting from 0. Here are some guiding steps that could help you to set things up properly.

Don't try to have the most extensive knowledge base. Start small and grow from day to day.
Ask your teams:" what are the most frequents questions customers have?" then build your first articles upon those answers.
Make your knowledge visible from the homepage of your website (and not that sneaky little link in the footer that no one sees)

Build two chatbot scenarios (Total Time: 90 minutes) 🤖

Creating a chatbot is a quick win that you can quickly setup to make your customer experience much more seamless. Through existing scenarios, available over the Chatbot plugin, you can craft 2 simple scenarios.

Build a weekend responder that will answer customers when you're not available.
Build a routing bot that will bring customers in front of the right reps.
Build an helpdesk bot that will answer customers with the right article coming from your knowledge base

If you need more information about the chatbot, here is an article that will guide you through.

Here is a Youtube playlist that will give you everything you need to build the best chatbot.

Create automated private notes for each agents' mention (Total Time: 5-10 minutes) ✍️

An autoresponder is a powerful tool that can have a huge impact on the quality of your customer service. Building quick win like the one we're sharing today can be great in terms of personalization.

As you've been able to notice, customers like to engage using reps name they've been used to talk to.

Here's what you'll have to do:
A list of your agents' name
Create a private note that mentions the agent that has been named by the customers

That's the perfect tricks to maintain a link between the customer and the reps and improve first response time as each agent will receive a notification in real-time. Saying :" You've been mentioned in a conversation"

Adapt your custom email signature (Total Time: 10 minutes) 📧

Answering your customers through various channel may need some personalization. That's why, it's important for your business to adapt his custom email signature so each customer that reads your answers can feel the human part of your business.

Here are the different things you'll need to do:
Define each members' role
Craft your email signature

Here's how you can add a custom email signature to your inbox.

Build automated sequences through emails and chat (Total Time: 240 minutes) ⚙️

Building email and chat sequences can help a lot with your customer experience. Thanks to Campaigns, you can craft personalized messages that will make your time much more profitable. This is the step that requires the most of investment from your side.

Here are the different things you'll need to do:
Think about your customers' lifecycle and the key steps you want to track
Define a tracking plan an name the different events you'll be following. (Note that you might have to combine events to custom data to craft the best experience)
Add Javascript events to your codebase, using JS or Google Tag Manager.
Craft your automated campaigns using personalized data and the right channel

Here is how you can push user event.

Connect WhatsApp, Instagram and phone calls to your Crisp Inbox

Crisp Unlimited plan comes with many new channels that can be connected to your shared inbox. Don't miss it to make sure you build a true unified inbox for your teams.

Here are the different things you'll need to do:
Connect Aircall or Ringover to your Crisp inbox (or subscribe to one of the service).
Make sure you're the admin of your Meta Business page and connect Instagram or WhatsApp Business.

Getting Started with the Unlimited Plan as an Operator

Add your profile picture (Total: 2 minutes) 🤳

Make sure you have a nice profile picture available so it displays properly on the chatbox when you're chatting with customers. Not willing to show your best profile to the world? No problem, take advantage of these open source UI faces available for free.

It's important because this is what customers will see when engaging through the chat so make sure you don't display that grey odd face ...

You'll need:
To be a member of your inbox
a nice profil picture of yourself

Define your availability settings (Total: 2 minutes) ⏰

Availability settings are crucial for the proper work of your inbox. It's vital for you and each one of your team member to have the properly set things up through the availability settings. It will allow you te define your shift based on hours and days of the week.

It's important because if you're not seen as offline, you might block the chatbot to trigger when no one is available.

If you want more details about being seen as online or offline, click here.

You'll need:
To access the availability settings following this path: Settings > Availability settings

Choose your notification settings (Total: 2 minutes) 🔔

Availability settings are crucial for the proper work of your inbox. It's vital for you and each one of your team member to have the properly set things up through the availability settings. It will allow you te define your shift based on hours and days of the week.

It's important because if you're not seen as offline, you might block the chatbot to trigger when no one is available.

You'll need:
To access the notification settings following this path: Settings > Availability settings

Updated on: 18/11/2022