Customer Support Setup & Basics

• Customer Support overview

  Streamline customer support with Bird's unified console. Centralize communications, leverage AI, and personalize customer experiences across multiple channels.

• Agents

  Discover how Customer Support agents manage conversations, collaborate effectively, and leverage detailed agent profiles to optimize customer interactions.

• Teams

  Optimize customer support by creating specialized teams based on language, expertise, and department to improve collaboration and customer satisfaction.

• Feeds

  How to use feeds to filter, organise and group conversations to make them easier for agents to navigate through.

• Sender profiles

  Configure a sender profile to send emails from Support with the Email by Bird channel, setting the From name and username with static or dynamic variables.

• Tags

  Tag conversations to organize and route them to agents or teams with the right expertise, set up automations to tag automatically, or tag them manually.

• Introduction to Customer Support

  Master the essentials of Bird's Support with our comprehensive introduction. Learn to manage conversations, set up channels, and configure your support team.

• Create, delete, edit teams

  Organize your agents based on their skills and expertise, and make it easier for them to collaborate and work on the right conversations.

• How to respond to customers in Customer Support

  Reply to customers in Bird Customer Support using templates and AI phrasing, manage conversations with tags and snoozing, and summarize or transfer them.

• Setting up sender profiles in Customer Support

  Learn to create, customize, and manage sender profiles in Bird's Customer Support to enhance your communication strategy and brand consistency.

• Use a sender profile to send emails in Inbox

  Send emails from a configured sender profile in Bird's Inbox, choosing the From profile and composing a new message in Support Mail in just a few steps.

• Organize your Support with custom views

  Discover how to personalize and optimize your Customer Support inbox with custom views, filters, and collaborative workspace configurations.

• How to engage via messaging, email and voice

  Seamlessly communicate with customers across email, messaging, voice calls, and social media through a unified Customer Support interface.

• FAQs

  Answers to common Bird Support questions, including empty conversation feeds and how the support hub unifies customer data across channels.