Reset Password

🔐 Password Reset Help Guide

This guide outlines the complete flow for assisting a customer with a password reset or login issue, focusing on providing immediate self-service help before escalating to a human agent.

1. Identify the Issue and Initial Response

When a customer initiates a chat or message related to being unable to log in, resetting their password, or any related credential issue, the system should first validate the request (e.g., matching keywords like "reset," "login issue," "forgot password").

Initial Agent Response:

"No problem! Here's a helpful guide to get you started with resetting your password."

2. Provide the Self-Service Solution

The core of the self-service step is delivering the relevant knowledge article and a direct action link.

Action: Send the following resources to the customer:

• Article Link: How to Reset Your Password (The title of your comprehensive knowledge base article)

• Direct Link: Click here to reset your password

This article walks you through the steps to reset your password and regain access to your account using the provided link.

3. Resolution Check and Branching

After the customer has had a moment to use the provided guide and link, the system must check the status of their issue to determine the next step.

Resolution Check Agent Response:

"Did that resolve your issue, or do you still need help?"

This question is followed by two required reply buttons to capture the customer's response and transition the flow:

%Yes, it resolved the issue.

%No, I still need help.

Dialogue Flow Branching (Switch/Case Logic): The flow uses a Set Value step to store the button click (e.g., resolution_status) and a Switch/Case block to route the customer based on that value.

Case A: Issue Resolved (The "YES" Path)

If the customer selects "Yes, it resolved the issue," the goal is to successfully close the ticket and gather feedback.

1. Closing Acknowledgment:

   "Great! If you have any other questions, feel free to ask."

2. CSAT Trigger:

   "Would you mind sharing how satisfied you are with this support?"

   • Action: Trigger the CSAT (Customer Satisfaction) survey mechanism, if available.

   • Ticket Status: Set the ticket status to Solved or Closed.

Case B: Still Needs Help (The "NO" Path)

If the customer selects "No, I still need help," the flow immediately escalates to a live agent.

1. Escalation Reply:

   "I'm sorry to hear that. It sounds like you need personalized assistance."

2. Handoff:

   "Let me connect you with a support agent who can help further."

   • Action: Trigger the Escalation Block or route the conversation directly to the designated human support queue.

Summary of the Two-Part Flow

This efficient flow is built on two main parts within the agent:

1. Part 1 (Provide Help): Acknowledges the issue and delivers the self-service guide and link.

2. Part 2 (Determine Outcome): Uses a reply button prompt and a Switch/Case logic to either terminate the conversation gracefully with a CSAT request or ensure a smooth, immediate handoff to a human agent.