The Support Response is the message that Paloma will send to a customer who has indicated they need help, or to talk to a team member.

Different teams have different ways of handling support requests –

Option 1 – Providing support in messaging channels

If you already have team members that respond to support requests in Messenger or Instagram DMs, we want to make sure they can continue to do so from the tools they use today.

In this case, our goal is to acknowledge the customer's request, turn Paloma's automation off, and make sure the tickets show up in your support platform.

Select the tool used by your team to respond in these channels today for details on the settings needed –

• Facebook's Native Page Inbox
• Gorgias
• Something else

Option 2 – Not providing support in messaging channels, directing elsewhere

If you do not have team members responding to support messages in Messenger or Instagram DMs, and would rather have customers get support in other channels, our goal is to acknowledge the customer, and provide navigation for other channels where they can get support (e.g. your website, a contact form, an email address or phone number)

Editing the Support Response

We've setup a default experience for you Support response, which you can fully edit as needed.

Option 1 – Providing support in messaging channels

• From the Paloma dashboard, navigate to Experiences
• Select Support from the table in the Conversations section
• Edit the copy as needed (tip: providing common support hours is helpful here!)
• Select the Conversation's Settings icon at the top right of the conversation builder
  • See that customer's who send messages with certain phrases will get matched with this conversation
  • See that Support Filtering is turned On