When a customer asks for a person

In Nuteq AI, a customer can ask for a person on a phone call, in a text, in WhatsApp, Instagram, or Messenger, and in website chat. The agent records the request and tells the customer that the team will reply. Nuteq AI then sends you an email with a link to the request. Nuteq AI also sends a text message if you verified a mobile number.

What the agent does

1. The agent asks once for the customer's name.
2. On Instagram, Messenger, and website chat, the agent asks once for an email address. On a phone call, SMS, and WhatsApp, Nuteq AI already has the customer's number.
3. The agent records the request with the reason. It records the request even if the customer gives no name and no email.
4. The agent tells the customer that the team knows about the request and will reply. It does not promise a reply time.

On a phone call, an agent with call transfer turned on tries the transfer first. If the transfer does not connect, or call transfer is off, the agent records the request.

The agent continues to answer the customer until you reply.

How you find out

Nuteq AI sends one alert for each request. The alert is an email to your workspace contact address. If you verified a mobile number, Nuteq AI also sends the alert as a text message. The email subject and the text message start with "Asked for a person". The alert has the customer's name, the reason, and a link to the request.

If the customer asks again before you act, Nuteq AI sends no second alert. If the customer gives a name, phone number, or email address in the second request, Nuteq AI adds it to the same request.

The alerts use the same settings as lead and booking alerts. See Notification settings.

The request also appears in Needs attention on the Customers page with the label Asked for a person. It counts as an inquiry on the Inquiries tab.

Answer the customer

1. Open the link in the alert, or open Customers and select Needs attention.
2. Find the item with the label Asked for a person. Read the reason.
3. Select Review to open the conversation. Reply to the customer there. See Reply to a customer's text yourself.
4. If the item shows Email, select it. Your own mail app opens with the customer's address. Nuteq AI shows Email when it cannot text or call the customer and the customer left an email address.
5. Select Mark handled if you answered the customer in a different way. If the customer asks for a person again after that, Nuteq AI records a new request and sends a new alert.

When you reply from the dashboard, your agent pauses on that conversation. After your reply reaches the customer, the request leaves Needs attention.

What Nuteq AI does not do

• Nuteq AI does not send your email for you. Email opens your own mail app.
• Nuteq AI does not let you type into the website chat window. Use the customer's email address or phone number.
• Nuteq AI does not send a browser or phone push notification.