UpSmith- Support Email Process

Objective: 

Ensuring accurate and efficient handling of UpSmith emails by applying clear filing rules, assigning authorized CSRs, and following a standardized workflow. 
 

Working the UpSmith - Conversation Needs Support 

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• Process Guidelines:

  • Work emails using First In, First Out (FIFO) method inside of the Ask Inbox Folder
     

  • Claim an email:

    • Right-click the email → Categorize → Select your name.
       

  • Work the email:

    • Use the UpSmith Dashboard to review the conversation if needed.
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  • After completion of the customer's request:​​

    • CSRs are required to copy the UpSmith conversation link into all Notes, Tasks, or Jobs to document the source of the request.
       

    • If the customer's request is sending an estimate or invoice:

      • A NOTE must be posted on both the Customer Account and Location Account is required.​
         

  • From the Live Conversation Link, CSR must mark the escalation request from Open to Resolved. ​

    • CSR must enter an outcome inside the Notes section of the Other up pop box.
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  • Once completed all requests from the email, CSR can move the email to UpSmith – COMPLETED Reviews email folder​​

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