Triage: Success Inbox Escalations for Technical Issues

Overview & Purpose

This document covers how to verify email link delivery issues, handle technical questions, and escalate customers to Live Support. All team members handling the inbox are responsible for executing these steps.

Step-by-Step Procedure

Handle Technical Questions
- First, follow the steps in this article to get a better idea of what is being asked and see if Gemini can be of any additional help: Success Inbox Triage
- If a technical or one-off question seems like it could be answered in one email reply, tag in Bobby first.
- Send a reply to the customer before tagging in Bobby to let you know you are looking into it and to keep response times low.
- If it is not a quick answer or requires deeper support, send the customer to Live Support.
Send Live Support Invites
- Select the most updated Live Support reply template.

Customer Communication / Scripting

Live Support Template

Subject: Re: [Original Subject]

Hi [First Name],

To get this resolved as quickly as possible, we’d love for you to join us on our Live Support call!

Call Time: Monday – Friday at 11:00 AM Central

Registration Link: churchfuel.com/support

Please pre-register using the link above so we can prepare for your question and ensure the right team members are on the call to help. Once registered, you’ll receive your link to join the meeting.

Best,

[Your Name]

Church Fuel Team

Escalation Path

Quick Technical Questions: Tag Bobby internally on the message.
Complex Technical / Unresolved Issues: Route the customer to Live Support.