ZippyAssist

Zack Swindale

Greg Elisara

User documentation for companies using ZippyAssist

ZippyAssist Dashboard

How to enable, configure, and use two-factor authentication to add extra security to your ZippyAssist account.

Two-Factor Authentication

The Accounts tab gives you an overview of activity related to a specific account

Accounts

Learn how Visitor IDs are assigned and how they benefit ZippyAssist users

Visitor IDs

Manage inappropriate or suspicious customer activity

Blocking and Flagging

Display important notices and announcements to customers

Notices and Announcements

Track changes made to Help, Refund, Customer, and Voice Message records

Audit Logs

Customize how data is displayed in the dashboard

Adjustable & Flexible Columns

Assign requests to users, filter by user or unassigned, and turn on and off the Assigned column

User Assignment

Bulk Updating allows you to perform the same action across multiple items at once

Bulk Updater

General

Organizations that need to manage multiple dashboards can do so with easy account switching

Managing Multiple Dashboards

Users

Operators have the ability to create Help and Refund Requests directly from the dashboard without needing to access the customer app

Creating Requests

The Request Link feature allows operators to send a link to customers using their name, phone number, or email

Request Links

Create Request

A Help Request is a customer submission using the “Get Help” option on the ZippyAssist web app.

About Help Requests

See what customers are texting your ZippyAssist number when they're trying to describe an issue, with threaded conversations and smarter auto-responses.

Inbound SMS Log

Each help request will be one of several types available in ZippyAssist.

Help Request Types

Use the Help Requests tab to view help requests submitted to ZippyAssist.

Viewing Help Requests.

Help Requests

A Feedback Submission is a customer using the “Give Feedback” button on the ZippyAssist web app to share feedback.

About Feedback Submissions

Use the Feedback tab to view help requests submitted via ZippyAssist.

Viewing Feedback Submissions.

Feedback Submissions

ZippyAssist has the ability to collect payment methods from customers and alter the request flow based on their selection

Payment Methods

Learn how to setup your payment and refund methods to best support your customers refund request

Payment and Refund Methods

The ZippyAssist Wallet allows operators to fund their refund transactions sent out to their customers

Wallet

Response Templates feature allows users to create reusable message templates when approving or declining refund requests

Response Templates

Learn how to find your Virtual Account Number

Virtual Account Numbers

Refunds

The Voice Messages feature is a convenient way for customers to report issues they encounter with machines via phone calls

Voice Messages

The Voice Messages feature allows you to manage how incoming calls to your ZippyAssist number are handled

Configuring Voice Messages

New tools for controlling equipment status: sync new equipment as inactive, flag unreviewed items, and update status in bulk via CSV.

Reviewing and Managing Equipment Status

Using the equipment tab to add/edit/remove equipment and view requests per machine

Equipment

Tag ID is an alias that can be used in place of the Asset number

Tag ID

The Equipment Uploader allows you to quickly add or update multiple pieces of equipment in ZippyAssist by uploading a CSV file.

Uploading Equipment via CSV

Use Equipment Grouping to organize equipment into custom groups and apply specific rules or settings to each group

Equipment Grouping

The ZippyAssist dashboard has powerful filtering, sorting and exporting functionality to help you access the data you need.

How to filter, sort, and export data

Learn how to create, assign, and view customer labels

Customer Labels

Filtering, sorting, exporting

ZippyAssist and VendSys integration includes machine data syncing and automated service call creation

VendSys Integration

The Cantaloupe Seed Integration allows you to sync and manage equipment data between your Cantaloupe Seed account and ZippyAssist

Cantaloupe Seed Integration

Automations

This section describes how to send invitations to customers using ZippyAssists automation settings, and requesting them to leave feedback.

Feedback automation

Encourage customers who give you positive feedback to review you on Google to help boost your company profile.

External reviews

This article explains how to set default table views and manage column layouts that apply when users tables are set to default.

Configuring Default Table Views

Settings

Find answers and get help from Intercom Support and Community Experts

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Track the progress of all tickets and conversations related to your company.

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Track the progress of all tickets related to your company.

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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