Structured Threads use the Hierarchy system to recognize the context of a Conversation out-of-the-box. The Hierarchy is structured as three descending “Tiers”; Tier 1 recognizes the greatest breadth of contact reasons while subsequent Tiers become increasingly more refined in the types of contacts they recognize. The Hierarchy is primarily utilized when creating and naming new Threads.
The Hierarchy functions like a funnel where Tier 1 items recognize all contacts within that category (i.e. the entirety of Tiers 2 and 3), but the reverse is not true.
Let’s consider a few examples. Refer to the Hierarchy Tiers table below.
A Thread named using Tier 1
A Thread named “Track” (Tier 1) will recognize all contact reasons within Tiers 2 and 3 (e.g. “Status Update”, “Marked as Delivered”, “Stolen Package”, “Marked as Lost”, etc.)
A “Track” Thread should be configured to address all Hierarchy items within this category (i.e. all Tier 2 and Tier 3 items).
A Thread named using Tier 2
A Thread named “Ask Discount Code” (Tier 2) will only recognize the associated Hierarchy items within Tier 3 (e.g. “Discount Code Request”).
An “Ask Discount Code” Thread should be configured to address these specific types of contact reasons only.
A Thread named “Cancel Item” (Tier 2) will not recognize other Tier 2 contact reasons, such as “Cancel Subscription” for instance.
In order to encompass multiple Tier 2 contact reasons within one Thread, the Thread should be named using Tier 1.
In this example, should a single Thread need to address both “Cancel Item” and “Cancel Subscription” contact reasons, the Thread would be named using Tier 1–“Cancel.”
A Thread named using Tier 3
A Thread named “Update Shipping Address” (Tier 3) will exclusively recognize contact reasons related to this particular topic. It will not recognize other associated Hierarchy items within Tier 3 (e.g. “Update Billing Address”).
An “Update Shipping Address” Thread should be configured to address this distinct type of request.\
Thread names must correspond completely with an item in the Hierarchy table
When configuring a new Thread, enter the Thread name to match the Hierarchy name exactly. Hierarchy names are case sensitive.
Hierarchy Tiers table
Tier 1 | Tier 2 | Tier 3 |
|---|---|---|
Track | ||
Status Update | ||
Package Item Missing | ||
Marked As Delivered | ||
Delivery Confirmed but No Package Received | ||
Delivered to Wrong Address | ||
Stolen Package | ||
Tracking Inactive | ||
Order Confirmation Request | ||
Marked As Returned to Sender | ||
Marked As Lost | ||
Next Scheduled Delivery | ||
Ask | ||
Ask Discount Code | ||
Discount Code Request | ||
Discount Code Change | ||
Discount Code Invalid | ||
Ask Inventory | ||
Ask Collaboration | ||
Social Media Marketing | ||
Wholesale Inquiry | ||
Donations Request | ||
PR / Media Collaboration | ||
Sponsorship Request | ||
Ask Refund Status | ||
Ask Product Information Request | ||
Ask International Shipping | ||
Ask Return Policy | ||
Ask Sizing Question | ||
Ask Exchange Status | ||
Ask Sample Request | ||
Ask Forms of Payment | ||
Ask Product Origin | ||
Return | ||
Defective Product | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Too Big / Too Small | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Incorrect Item Received | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Doesn’t Meet Expectations | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Damaged Shipment | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Missing Return Label | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Product No Longer Needed | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Bad Reaction | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Ineligible For Return | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Bought By Mistake | ||
Return For Exchange | ||
Return For Credit | ||
Return for Refund | ||
Cancel | ||
Cancel Order | ||
Late Arrival | ||
Did Not Place Order | ||
Too Much Product | ||
Meant To Skip | ||
Cancel Subscription | ||
Product No Longer Needed | ||
Dissatisfied With Product | ||
Financial Reasons | ||
Too Much Product | ||
Didn’t Mean To Subscribe | ||
Life event | ||
Cancel Mailing List | ||
Cancel Item | ||
Update | ||
Update Address | ||
Update Shipping Address | ||
Update Billing Address | ||
Update Order | ||
Change Order | ||
Change Shipping Option | ||
Update Account | ||
Update Account Password | ||
Update Account Email | ||
Update Payment Method | ||
Update Account Phone Number | ||
Update Account DOB | ||
Update Subscription | ||
Pause Subscription | ||
Update Subscription Timing | ||
Update Subscription Preferences | ||
Update Subscription Tier | ||
Other | ||
No Request / Incomplete Message | ||
Other Language | ||
Chat Transcript | ||
Third Party / Carrier Notification | ||
Phone Call / Voicemail Transcript | ||
Review Notification / Request | ||
Technical Issue | ||
Spam Message | ||
Product / Service Pitch | ||
SEO | ||
Out Of Office | ||
Customer Feedback | ||
Delete Account | ||
Order Received | ||
Schedule Delivery | ||
Customer Referral Credit | ||
Job Application |