Week of July 29- August 2, 2024 Announcements. July 31, 2024:. July 30, 2024:. July 29, 2024:. Week of July 22-28, 2024 Announcements. July 27, 2024:. July 26,2024:. July 24, 2024:. July 23, 2024:. July 22, 2024:. Week of July 15-21, 2024 Announcemen

Week of&#xA0;July 29- August 2, 2024 AnnouncementsJuly 31, 2024:<ul><li>ANZ Winter Sales Ends <a href="https://agent-knowledgebase.gorgias.help/en-US/610922-1f115dc423164d74b44c749ea78afa0b">Click here for more information on this promotion</a> </li><li>Ticket Field Updates:<ul><li>Contact Reasons:&#xA0;Data Deletion Request, Therabody University</li><li id="isPasted">Resolution:&#xA0;<ul><li>Cancel- Processed:&#xA0;Used when a cancellation request is processed</li><li>Cancel- Not Processed- Tracking Provided:&#xA0; Used when a cancellation request is unsuccessful</li></ul></li></ul></li><li>Macros<ul><li>Data Deletion Request-&#xA0;Customers who request that their data is deleted from our system may be sent the macro with this title. This macro includes both a form as well as an email where the request can be sent.&#xA0;</li><li>Internal Notes:&#xA0;Warehouse internal Notes have been updated. Please be sure to select the appropriate internal note macro for your reason for warehouse contact.&#xA0;<ul><li>Agents contacting warehouse- simply copy/paste the information from the internal note into your email to the warehouse.</li></ul></li></ul></li><li>Duplicate Tickets:&#xA0;Duplicate tickets that cannot be merged must be noted with the Duplicate Ticket macro. When applied, this will auto close your ticket. &#xA0;</li><li>TheraFace Conductive Gel Alternatives:&#xA0;Can be used when customer reach out regarding alternatives to our Conductive Gel as well as for those customer who live in regions where this product is not sold</li></ul> July 30, 2024:<ul><li id="isPasted">New Teams added to Gorgias:<ul><li id="isPasted">Therabody Quality Team:&#xA0; Only Internal Therabody Agents are permitted to assign tickets to this team. This team consists of CJ Frederick, Karen Gibbens, and Brandon Jones. </li></ul></li><li id="isPasted">Check Customer Timelines: When working on tickets, always review the customer timeline to see if there are multiple tickets about the same issue. For example, a customer might send three emails about one problem; even if the ticket is resolved, those previous emails might still be open. Ensure you&apos;ve addressed all the customer&apos;s questions and close all related tickets to keep our system organized.&#xA0;</li></ul> July 29, 2024:<ul type="disc"><li style="font-weight: bold;">Robert is out of the office beginning July 29th returning August 1st</li></ul><img src="https://attachments.gorgias.help/P4k1n6jk9Do2reOX/hc/984vj29X436PKGOZ/2024072916-26780be2-11ca-40e2-ab48-1113b50f878e-cfda3e5a-4045-4114-9fa9-143864a528a2.png" id="isPasted" class="fr-fic fr-dii">Week of&#xA0;July 22-28, 2024 AnnouncementsJuly 27, 2024:<ul type="disc"><li>UK &amp; EU Prime Day Sales End <a href="https://agent-knowledgebase.gorgias.help/en-US/prime-day-605511">Click here for more information on this promotion</a></li></ul>July 26,2024:&#xA0;<ul><li id="isPasted">Assigning Tickets:&#xA0;Anyone assigning tickets must review the customer timeline to ensure the ticket is not being handled by multiple agents. Tickets should be managed by ONE (1) agent only.</li><li id="isPasted">Macro Updates:<ul><li style="font-size: 14px;">Troubleshooting is now Product Support</li></ul></li><li style="font-size: 14px;">Internal Notes: We now have internal notes that populate the following templates:<ul><li style="font-size: 14px;">Refund Requests- Please begin requesting refunds directly in internal notes using this note</li><li style="font-size: 14px;">Refund Issued</li><li style="font-size: 14px;">Warehouse Comms<ul><li>Warehouse Contact Request</li><li>Warehouse Contact Request Completed</li></ul></li><li style="font-size: 14px;">BOPIS Request</li><li style="font-size: 14px;">Compliance Escalations<ul><li style="font-size: 14px;">Critical/Moderate Escalation Request</li><li style="font-size: 14px;">Compliance Escalation (TB TEAM ONLY)</li></ul></li></ul></li></ul><ul style="margin-left: 20px ;"><li>New Articles:<ul><li>Distributing Discount Codes: Covers/includes the link to our Discount Code Sheet. </li></ul></li><li>New Tags:<ul><li>Refund Requested</li><li>Refund Issued</li><li>Warehouse Contact Requested</li><li>Warehouse Contact Completed</li></ul></li></ul><ul><li>Contact Reasons:<ul><li style="font-size: 14px;">Product Availability (Pre-Sale)</li><li style="font-size: 14px;">Not Holding a Charge (Product Support) </li></ul></li><li style="font-size: 14px; font-weight: bold;">Jazmynne will be Out of Office beginning at 11am, returning Monday</li></ul> July 24, 2024:<ul type="disc"><li>Annamarie &amp; Robert&apos;s Out of Office- Traveling back to the states</li><li>For Support, post your questions to the gorgias-support slack channel</li><li>Temporary Processes:&#xA0;Until the CSTeams inbox is created, please be sure to follow these outlined processes:<ul data-border="0" data-indent="0" data-stringify-type="unordered-list"><li id="isPasted">BOPIS:&#xA0;Via an internal note within your ticket, notify/@ Demi Wusu &amp; Krystal&#xA0;Rivera with the following details:<ul><li data-stringify-border="0" data-stringify-indent="0">SFCC ID</li><li data-stringify-border="0" data-stringify-indent="0">BBY Order ID</li><li data-stringify-border="0" data-stringify-indent="0">Netsuite Item Fulfillment number</li></ul></li><li>Warehouse Communications:&#xA0;Via an internal note within your ticket, notify/@ your Team Lead as well as Martin Quintero &amp; Vanessa Servin Cornejo with the following details<ul><li data-stringify-border="0" data-stringify-indent="0">SFCC ID</li><li data-stringify-border="0" data-stringify-indent="0">Netsuite Item Fulfillment number</li></ul></li></ul></li></ul>July 23, 2024:<ul type="disc"><li>Annamarie &amp; Robert&apos;s Final Day On Site</li><li>Trade up Code sheet is now called&#xA0;<a href="https://www.dropbox.com/scl/fi/8ocll2vla7pnytwzai5rp/Therabody-Discount-Codes.xlsx?rlkey=aris2njpeduv91uejfhl0856l&amp;dl=0" rel="noopener noreferrer" target="_blank">Therabody Discount Codes</a></li><li><a href="https://agent-knowledgebase.gorgias.help/en-US/snoozing-tickets-603174" rel="noopener noreferrer" target="_blank">Snoozing Tickets</a>&#xA0;article has been updated<ul><li>Be sure to add an internal note as to why you are snoozing your ticket along with the appropriate ticket tag (refer to the <a href="https://agent-knowledgebase.gorgias.help/en-US/tag-glossary-621132" rel="noopener noreferrer" target="_blank">Tag Glossary</a>)</li></ul></li><li>Updates to Ticket Fields<ul><li>Contact Reasons now include:<ul><li>Checkout Error, Site Discrepancy, Missing Goods, Refund Status, Replacement Status</li></ul></li></ul></li></ul>July 22, 2024:<ul type="disc"><li>GORGIAS IS OFFICIALLY LIVE!&#xA0;&#x1F388;&#xA0;&#x1F389;&#xA0;&#x1F38A;<ul><li>Log into the Production Link found <a href="https://therabody.gorgias.com/app/home" rel="noopener noreferrer" target="_blank">here</a></li><li>Once logged in, immediately change your availability by following the steps listed <a href="https://agent-knowledgebase.gorgias.help/en-US/managing-availability-619735" rel="noopener noreferrer" target="_blank">here</a></li></ul></li></ul><img src="https://attachments.gorgias.help/P4k1n6jk9Do2reOX/hc/984vj29X436PKGOZ/2024072215-72f000ef-ee31-4fff-a62e-9fe182d7c0a3-13e729dc-bda9-4344-a4fc-3083ec9f7ac5.png" style="width: 693px;" class="fr-fic fr-dii">Week of&#xA0;July 15-21, 2024 AnnouncementsJuly 18, 2024:<ul type="disc"><li>Gorgias Training Begins!</li><li>ANZ Winter Sales Begin &#xA0;Promotion will run from July 18th - July 31st <a href="https://agent-knowledgebase.gorgias.help/en-US/610922-1f115dc423164d74b44c749ea78afa0b">Click here for more information on this promotion</a></li></ul>July 17, 2024:<ul type="disc"><li>Annamarie and Robert Traveling to Puebla, MX for Gorgias Training<ul type="circle"><li>They will be onsite from July 17th - July 24th</li></ul></li><li>All Agents Must Complete Gorgias Training by EOD</li></ul>July 16, 2024:<ul type="disc"><li>EMEA Prime Day Sales Begin &#xA0;Promotion will run from July 16th - July 27th <a href="https://agent-knowledgebase.gorgias.help/en-US/prime-day-605511">Click here for more information on this promotion</a></li><li>Recovery Air PRO is $799<ul type="circle"><li>US Only</li><li>Promo will run from July 16th - July 21st</li></ul></li></ul>&#xA0;

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