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Guuru - Forwarding a chat query (mobile & web app)

If you don't know how to respond to a customer request or can't answer a query (e.g.: questions about a bexio invoice, opening financial years, etc.), that's where our support team comes in. The Guuru app allows you to forward the request directly to us, so that the customer doesn't have to repeat everything.

 

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This is very important to us!

We want to offer our customers the best possible support. It is particularly important to us that customers are always informed that their chat history has been forwarded and that a member of the bexio support team will contact them in writing.

Suggested message: "Thank you for your enquiry. As a bexio customer and expert, I do not have the necessary information/knowledge to answer your question. However, I will be forwarding the chat history to the bexio support team so that they can take care of your request. Please note that it may take some time until you receive an answer. Please enter your e-mail address in the box below so that bexio can contact you. Kind regards."

 

Tip: You can save this text block online in Guuru as a macro «https://web.guuru.com/signin» so that it can also be used for other requests in future. 

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Forwarding requests

Online app

After you have received the information about forwarding, click on your user name, and then select "Transfer to bexio".

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Mobile app

After you have received the information about forwarding, click on the "three-dot menu", and then select “Forward".

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After a request has been forwarded

After a chat has been forwarded, our support team will take care of the request. The user's e-mail address is retrieved automatically after the Forward button has been tapped. Our bexio support team is available during normal office hours and will respond to your request as quickly as possible.

 


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