Examples
The following walkthroughs show how the Concierge handles the most common situations: a clean route, a clarification exchange, an out-of-scope request, and a request for a roster overview.
Example 1: Clean Route to a Specialist
An account manager lands in the concierge channel with a campaign question.
Step 1: Request. The account manager types in the concierge channel:
@Agenteous our SaaS client wants a Q4 campaign strategy. Who handles that?
Step 2: The Concierge identifies the domain. Campaign strategy and planning fall within the Marketing Strategist's scope. The Concierge confirms the specialist is active.
Step 3: Handoff. The Concierge posts in the concierge thread:
Routing to Marketing Strategist in the strategy channel. They will pick this up from here.
It also tags Marketing Strategist in the strategy channel with a one-line summary and a link back to the thread.
Step 4: What happens next. The account manager gets a reply from Marketing Strategist in the strategy channel. If they want to stay in the concierge thread, Marketing Strategist may ask them to move there. When the strategist has something for them to review, it also appears in the Work Queue in the app, where they can approve it, and any related threads show up in Conversations.
Example 2: Clarification Before Routing
A team member's request fits two different specialists, and the Concierge needs one piece of information before routing.
Step 1: Request. In the concierge channel:
@Agenteous I need to work on our retail client's social presence
Step 2: Ambiguity detected. "Social presence" could mean social media content and posting (Marketing Social's scope) or it could mean brand-level positioning and voice (Marketing Strategist's scope). The Concierge cannot route accurately without knowing which.
Step 3: One clarifying question. The Concierge replies:
Are you looking for help with the day-to-day social posts and scheduling, or with the overall brand positioning and strategy behind the presence?
Step 4: Answer and route. The team member replies:
Day-to-day posts and scheduling.
The Concierge routes to Marketing Social and confirms in the thread:
Routing to Marketing Social in the social channel. They will pick this up from here.
Example 3: Out-Of-Scope Request
A request comes in that belongs outside the platform.
Step 1: Request. In the concierge channel:
@Agenteous the platform isn't loading for one of my colleagues. Who do I contact?
Step 2: Scope identified. Platform access issues and service problems are not within any specialist agent's scope. The Concierge recognizes this and does not route it to a marketing agent.
Step 3: Boundary stated. The Concierge replies:
Platform access and service issues go to the platform team rather than to a specialist agent. Contact your administrator or reach out to support@agenteous.com and they will be able to help.
No routing happens. No specialist is tagged.
Example 4: Roster Overview
A new team member wants to understand what the platform can do before making a specific request.
Step 1: Request. In the concierge channel:
@Agenteous what specialists are available and what do they handle?
Step 2: The Concierge answers directly. This is a roster question the Concierge handles without routing. It replies with a summary of the full team, grouped so you can find the right area:
Here is the team you can reach:
Marketing: strategy and planning, content writing, social, SEO, paid ads, email, design, video, podcast, web, HubSpot builds, brand review, and analytics.
Sales and distribution: sales outreach, prospecting and enrichment, meeting support, and account management.
Knowledge and compliance: the Knowledge Base for research and lookups, Competitor Intelligence for tracking rivals, and brand review for outgoing content.
Operations: project management and customer success.
Tell me what you need and I will route it to the right specialist. Whatever they produce also shows up for you in the app, in the Work Queue, the Feed, and Conversations.
The team member now knows where to start for their specific request, and that they can pick it up in Slack or in the app.