T A B L E

What is the TABLE Retail App?

TABLE is a digital communication platform for businesses to connect and collaborate with their customers through the use of messaging, video, screen-sharing, and bots. 

With TABLE, Businesses can provide their customers with a “Concierge Experience” on a messenger-based collaboration interface no matter where they are and along the entire customer journey, from marketing and sales to post-sales services. With TABLE businesses can do the following:

1. Setup and manage Crews and Agents via Admin Dashboard: Businesses can easily set up Crews, invite Agents to Crews, and manage and measure internal and external service Crews and Agents to meet the needs of their Customers throughout the customer journey (ex. Sales Support, Mobile and Web App Support, Customer Support, Product Advice, Design, Installation, Technical Support, etc.) Admin Dashboard includes Agents, Sessions, Users, Crews, Experiences Manager, Schedules, and Analytics interfaces to view and manage activity on the platform.

2. Easily program our bot Zoe via our intuitive (no programming experience required) Experiences Manager to create unique automated Customer Experiences (CXs) on Tables for on-boarding, customer qualification, signing agreements, payment and appointment flows, and more. 

3. Create purpose specific links via the Experiences Manager that trigger selected CXs on Tables that can be placed in any digital channel including mobile and web apps, social media, content marketing, email campaigns, SMS and more. Links can also be converted to QR codes with a QR code generator (not currently provided by TABLE) to be placed on any printed or digital media. 

4. Provide an In-App-Chat (IAC) that can be placed via one line of code on your mobile and web apps. CXs can be easily added and modified to IAC flows via the Experiences Manager. 

5. Allow the creation of unique messenger channels/ conversations called Tables that are triggered via the CX Links. Tables are where Agents, Customers, and other people that are invited, can collaborate via messaging, video, screen-sharing, Co-shopping, and bots without the installation of any software. Agents can invite other Agents and Customers to the Table. Customers can invite people to the Table and request help from Agents. Agents are automatically routed to a Table according to the Customer’s request/ need. Agents can also create a Table and then invite Customers and Agents.

Allow Agents to setup and manage their availability and appointments via the Agent Dashboard Calendar: CX Links can also be programed to trigger appointment flows for specific Crews or Agents. TABLE allows Agents to easily control and manage their availability on the Agent Dashboard Callendar. When an appointment with a Crew is requested, TABLE only displays available times from Agents in that Crew. After the Customer selects a time that best matches their needs, the Agent is pulled into the Customer’s Table. The Customer receives notifications via email at preselected intervals (usually when the appointment is set, 24 hrs before, and 30 minutes before the meeting.) Notifications include links that lead the customer directly to the right.

VOCABULARY:

TABLE: The TABLE Platform

Table: A messenger-based channel where one or more people can collaborate on one or more activities such as product/service questions, purchasing, tech support, appointments, and installation using messaging, video, screen-sharing, and bots. 

Enterprise, Client, or Organization: TABLE’s Client

Enterprise, Client, or Organization: TABLE’s Client highest level of permissions in their Enterprise Account. 

Admin(s): Enterprise Account Managers. Admins get their own Dashboard where they can create/manage crews and view analytics. 

Customer: A member of the general public using our Client’s Enterprise Account.

Table Owner: A Customer that creates a Table by clicking on Contact, Book an Appointment, Assisted Shopping, Chat, Get Help, or another CX linked button from within the Enterprises web, mobile site, or other asset. A Customer for whom an Agent starts a Table. 

Guest: A Customer that is not the Table Owner that is invited by a Table Owner or Agent to their TABLE. 

Agent: A member of one of the Enterprises Crews that can be further segmented into particular areas of Expertise and/or locations. An Agent’s account information includes Name of Crew, Name of Agent, Nickname, Login Name, Location, Expertise, and more.

Table Members: A Table Owner, Agent, or Guest in a particular Table.

Active Agent: An Agent that has performed an action on one or more Tables within the specific Crew’s Overdue time.

Monthly Active Agent: An Agent that has realized at least one action on the Platform during a calendar month period.

Available Agent: Agents can manage their real-time availability by toggling the Available setting on the top nav bar. When the toggle is green, an Agent is set to Available and when it is red the Agent is set to Unavailable. When the toggle is set to Available, the Agent will be displayed as Available in Admin Dashboards and Present in the Tables of Customers the Agent has Relationships with.

Suspended Agent: An Agent that has been suspended from a Crew by an Admin. When an Agent is Suspended from a Crew, the Agent is automatically removed from all of the Table Relationships in that Crew. An Agent Needed Session state will appear for that Crew, and a message informing the Customer will be posted on the Table.

Removed Agent: An Agent that has been Removed from a Crew. Agents can only be Removed from a Crew after they have been Suspended from that Crew.

Crew: Internal or External service providers in an Enterprise Account, organized into a group of Agents that provide a specific service under a predefined set of rules. For Dashboard purposes, Experiences Zoe/ Bots are considered a Crew.  

Zoe, Virtual Assistant, Virtual Concierge, Concierge, or Bot: Virtual Assistant that can be programed in Experiences Manager and deployed via CX Links. A Zoe Experience, in each specific CX Link is considered and Agent in the Experiences Crew. This means that if a Client has 10 Monthly Active CX Links with specific Experiences, they will be counted as 10 Monthly Active Agents that month. They will continue to be counted as 10 Monthly Active Agents no matter how many times they realize actions and how many customers they serve.

Customer Experiences, Experiences, or CXs: Unique automated customer experiences on Tables

for on-boarding, customer qualification, signing agreements, payment and appointment flows,

and more that are programed by an Enterprise Admin on the Experiences Manager. Experiences feature Zoe, TABLE’s Virtual Assistant.

CX Links: Purpose specific links created via the Experiences Manager that trigger selected CXs on Tables that can be placed in any digital channel including mobile and web apps, social media, content marketing, email campaigns, SMS and more. Links can also be converted to QR codes with a QR code generator (not currently provided by TABLE) to be placed on any printed or digital media.

Experiences Manager: Special interface accessed on a Tab of the Admin Dashboard that allows the Admin to program CXs and generate CX Links.

Product Catalogs: Enterprise’s product catalogs made accessible from within a Table and Agent Dashboard through APIs.

Products: List items on Enterprise’s Catalog that can be searched (by name, category, type, sku, URL etc.), added, and removed from a Table List. Customers can add products to their own shopping carts.

List: List of products created by a Customer, Guest, and/or Agent.

Wishlist, Saved Items List, Favorites: Product List created on Enterprises web or mobile app and/or a Table prior to adding to cart. This list can be imported and synched to Table and back to Enterprise site.

List: List of products created by a Customer, Guest, and/or Agent.

Wishlist, Saved Items List, Favorites: Product List created on Enterprises web or mobile app and/or a Table prior to adding to cart. This list can be imported and synched to Table and back to Enterprise site.

Notes: (V3) User-generated free-form text notes that are associated with a Product list item.

Media: Audio, video, image, or other document file types uploaded by a user to a Table. Media can be viewed in the Table messenger stream or in Media section of a Table.

TABLE STATES AND TRIAGE:

When an Admin creates a Crew, the Admin can specify the Soon to be Overdue time and Overdue time for that specific Crew. These pre-set times affect Table states displayed in an Agent’s and an Admin’s Dashboards.

Some Definitions:

Relationship: A Table that an Agent shares with a Customer in any State. An Agent can view and access all of their Relationships from within their Dashboard.

Closed Relationship: A Relationship becomes Closed for the Agent when the Agent, another

Agent, or the Customer removes the Agent from the Table. The Table is removed from the Agent’s Dashboard upon closing.

Session: Engagement on a Table between a Customer and an Agent, organized by State (see States in Agent Dashboard below). Although technically Sessions and Relationships are the same, the word Session is used to describe the state of activity between the Agent and the Customer.

Agent Needed Session: A Table where a Customer or Agent has requested assistance from a specific Crew (in triage), and no Agent from that Crew has initiated a Relationship. All Agents in the specific Crew can see the Agent Needed Table and may click and initiate a Relationship with the Customer. Once an Agent initiates the Relationship, the Agent Needed Table is no longer visible by other Agents.

Abandoned Session: An Agent Needed Session where the Customer leaves the Table before an Agent initiates a Relationship.

States in Agent Dashboard:

Active Session: State of a Table in an Agent’s dashboard from the moment a Customer realizes an action on a Table to the STBO time.

Soon to be Overdue Session (STBO): State of a Table in an Agent’s Dashboard after a Customer has realized an action where the Agent has not been present for the STBO time pre-established by the Admin.

Overdue Session (O): State of a Table in an Agent’s Dashboard after a Customer has realized an action where the Agent has not been present for the O time pre-established by the Admin.

Pending Session: A Session where the last one to be present on the Table is the Agent.

Agent Needed Session: A Table where a Customer or Agent has requested assistance from a specific Crew (in triage), and no Agent from that Crew has initiated a Relationship. All Agents in the specific Crew can see the Agent Needed Table and may click and initiate a Relationship with the Customer. Once an Agent initiates the Relationship, the Agent Needed Table is no longer visible by other Agents. Agent Needed Tables Dashboard display is a slow yellow pulse that increases in frequency after the STBO and O times allowing Agents to see urgency.

Inactive Relationship: A Relationship on a Table that has been overdue for a 24hr period or other selected amount of time by Admin.

States in Admin Dashboard/Agents:

Last Seen: Time and Date when Agent was last present on a Table.

Joined: Time and Date when Agent signed up.

Inactive Relationship: A Relationship on a Table that has been overdue for a 24hr period or other amount of time selected by Admin.

Active Relationship: A Relationship on a Table that has not been overdue for a 24hr period.

Total Relationships: Total number of Tables an Agent is currently a Collaborator in.

Active: An Agent that has an Active Session on a Table. A Session becomes Active from the moment anyone is present on a Table to the STBO time.

Available: Agents can manage their real-time availability by toggling the Available setting on the top nav bar. When the toggle is green, an Agent is set to Available and when it is red, the Agent is set to Unavailable. When the toggle is set to Available, the Agent will be displayed as Available in Admin Dashboards and Present in the Tables of Customers the Agent has Relationships with.

Archived Table: A Table that has either been Archived by an Agent or has been Archived automatically after a set amount of Inactivity Time established by the Admin.

*Unassigned Session: In Admin Dashboard/Sessions, this state refers to a Table that has no Agents.