Last Updated on June 24, 2025 by Holland Rocha
You’ve already integrated Re:amaze to manage your customer conversations, but what if we told you there’s even more power hidden within your helpdesk? Some businesses leverage the basics, yet frequently miss out on key Re:amaze support features designed to transform how you connect with customers and empower your team. We’ve compiled several often-underused features that can unlock significant gains in productivity and overall customer satisfaction. Let’s dive in and discover how to maximize your Re:amaze experience.
FAQs: Get More Out of Your Knowledge Base
Your FAQ is more than a support resource—it’s the heartbeat of great customer service. When it’s kept organized and up to date, it empowers customers to help themselves, speeds up response times for your team, and actually makes your AI smarter.
Re:amaze supports three types of help articles:
- Published: Visible on your public help center. These are the go-to for self-service.
- Unlisted: Not browsable but shareable via direct link. Perfect for niche topics or seasonal policies.
- Internal: Only visible to your team. Great for things like return exceptions, troubleshooting flows, or messaging guidelines.
Together, these create a single source of truth for your entire team. Need to link a customer to a step-by-step guide? It’s already written. Need to double-check a policy before replying? It’s documented.
And here’s where it gets even more powerful: your AI FAQ Bot uses your published and unlisted articles to answer customer questions automatically. The more thorough and well-written your content is, the better your bot performs. It won’t pull from internal articles, but that just makes those even more important for agent workflows.
Why it matters: A strong FAQ system doesn’t just lighten your support volume. It gives your team quick access to answers and makes your AI more accurate. If you’re looking to improve response times and scale support without sacrificing quality, this is the place to start.
Intents: Automatically Understand and Route Conversations
Manually tagging and routing conversations is one of the most repetitive tasks in support. It eats up valuable time and slows down first response times. Unlike simple keyword matching, Intents rely on AI to identify the purpose behind a message. Whether a customer says “Where’s my order?” or “I never got my package,” Re:amaze can detect that it’s a shipping-related inquiry and respond accordingly.
Here’s what Intents can do:
- Tag conversations based on detected intent
- Assign them to the right team or agent
- Trigger workflows like auto-replies, escalations, or follow-ups
Intents are customizable, too. You can define which actions should be taken for each type of intent—like tagging a message as a “Refund Request” and sending it directly to your billing team.
Why it matters: Intents take the guesswork out of routing and let your team focus on solving problems instead of sorting through messages. They help you move faster, respond more accurately, and build a better support experience at scale.
AI Settings: Fine-Tune How Your AI Responds
This is where you decide how your AI tools behave—from how the FAQ Bot responds, to what tone it uses, to whether it includes article links or keeps answers short and conversational. You can adjust these settings at any time to match your brand voice and support goals.
Here’s what you can customize:
- Response tone (e.g., professional, friendly, casual)
- Answer format (brief replies vs. detailed explanations)
- Link behavior (include knowledge base links or keep it text-only)
- Confidence level (how certain the AI needs to be before replying)
- Article visibility (choose whether to include unlisted content)
You can even add a Custom Prompt Input—a flexible field that guides how the AI thinks. Want answers to include product names? Avoid upselling language? Stick to certain policies? Just write it in.
Why it matters: The AI Settings page helps you fine-tune automation so it works like an extension of your team—not a generic chatbot. The more closely it reflects your support style, the more helpful and on-brand every reply will be.
Cues: Offer Help at the Right Moment
Sometimes the best support is the kind you don’t wait for. Cues let you proactively reach out to customers based on what they’re doing on your site—before they even ask for help.
You can trigger a Cue to appear when someone visits a specific page, spends a certain amount of time browsing, or performs key actions like viewing their cart or pausing on a pricing page. Whether it’s offering guidance, answering FAQs, or nudging toward checkout, Cues help you show up at the right moment.
Cues can display:
- Custom messages like “Need help choosing a plan?”
- Knowledge base articles relevant to the page
- Calls to action like chat prompts, links, or buttons
- Contact forms to start a conversation instantly
They’re easy to set up, flexible to manage, and work great for onboarding flows, support prompts, or even light-touch marketing.
Why it matters: Cues turn your website into a support-aware experience. Instead of waiting for customers to reach out, you meet them where they are—with the right info at the right time.
Customer Satisfaction Surveys: Collect Feedback for Improvement
Every solved conversation is an opportunity to learn—and that’s where CSAT surveys come in. Re:amaze makes it easy to collect quick, actionable feedback right after a conversation ends.
You can automatically prompt customers to rate their experience using a simple 2-point scale (“Good” or “Bad”), and optionally leave a comment. It’s short, frictionless, and surprisingly insightful.
Here’s what you can do with CSAT in Re:amaze:
- Trigger surveys automatically after a conversation is marked as “Resolved”
- Customize the wording to match your brand voice
- Review scores and comments in the dashboard or export them for deeper analysis
- Track individual agent performance over time
CSAT scores help you understand what’s working, where things are falling short, and how your team is doing on the front lines of customer experience.
Why it matters: CSAT gives you a direct line to your customers’ real opinions. Use it to recognize great work, spot friction points, and keep improving the way you support.
Unlocking Your Full Support Potential
Moving beyond basic customer service involves fully leveraging the tools at your disposal. By implementing these often-underutilized Re:amaze features, you’re not just optimizing daily tasks; you’re building a more intelligent and customer-centric support experience. Dive into your Re:amaze settings today and discover the power waiting to transform your customer service and drive meaningful growth.