How to finish or archive a Service Interaction in Hablla

This guide explains the step-by-step process to finalize or archive a support session in Habla, including additional information to facilitate the process and ensure an efficient experience.

1. Log in to your Habla account.

2. In the main menu, click on Attendances to view ongoing support sessions.

Step 2: Access the Support History

1. Within Attendances, access the Support History.

2. Use the search to locate the client or service with which you want to resume the support session.

Step 3: Identify the Client or Service

1. After locating the correct client or service, click on the support box to access the session details.

2. Identify the client and confirm that everything is correct to continue the support session.

Step 4: Click the Finish Button

1. In the top right corner of the screen, locate and click the "Finish" button.

2. This will open a finishing pop-up.

Step 5: Choose between Finalize or Archive

1. In the finishing pop-up, you will have two options:

• Finalize:

  • The support session will be permanently closed.

  • After finalizing, it will not be possible to send free-form messages to the client.

  • For a new support session, it will be necessary to open a new window.

• Archive:

  • The support session will not be prioritized, but will remain accessible in Habla.

  • You will be able to resume the support session later, if necessary.

Step 6: Add a Reason (Optional)

1. If necessary, select a reason to finalize the support session.

• The reasons are already pre-established in the support reason settings.

• These reasons help define the client's usages and processes within the system.

1. Click the "Finish" button to confirm the completion of the support session.

Important Tips:

• Check the session status: Before finalizing, verify that all the client's needs have been met.

• Use finalization reasons: Use the predefined reasons to standardize processes and facilitate metrics analysis.

• Communicate with the client: If the support session is finalized, inform the client that the support has been completed and that they can open a new ticket if necessary.

• Monitor archived sessions: For archived support sessions, keep periodic follow-up to ensure there are no pending issues.

Now you know how to finalize or archive support sessions in Habla efficiently. Remember to choose the most appropriate option for each situation and use the available resources to ensure a positive experience for both your team and the clients.