CS Assist

Start Here: GOB CS Assist 2.0 Production Guide 

GOB CS Assist 2.0 – Production Guide

Overview

CS Assist is the main support tool inside Intercom that helps agents review customer details, order history, subscription information, and supported account actions without needing to switch platforms as often.

For GOB, agents should use the Production CS Assist app only when handling live customer conversations. The Staging app should not be used for live customer workflows.

Important Reminder: Production vs Staging

Agents must use Production CS Assist for live customer actions.

Do not use CS Assist Staging for actual customer workflows. Staging is only for testing and validation when instructed by Admin, Trainer, Dev, or Leadership.

If agents still see CS Assist Staging pinned in Intercom, they should remove or unpin it to avoid accidentally using the wrong app.

What Agents Can Do in GOB CS Assist 2.0

GOB CS Assist 2.0 now supports several improved workflows, including:

• Customer lookup

• Unified order history view

• Subscription visibility

• View subscription details

• Change subscription frequency

• Move shipment / rebill date

• Apply rebill discount

• Cancel subscription / cancelled future subscription billing

• Update customer information

• Update shipping address

• Update billing address

• Create new order / Link Generator

• View retention and new order scripts

• Review platform/order details from connected systems

Unified Customer View

The new Unified Customer View gives agents a clearer view of customer order history across connected platforms.

The view may show:

• Order number

• Order date

• Platform

• Order status

• Amount

• Item count

• Subscription status

• Product details

• Tracking, when available

Agents should use this view when reviewing customer order history inside CS Assist.

If there is any mismatch between CS Assist and the source platform, agents should report it immediately.

Examples of issues to report:

• Order missing in CS Assist

• Wrong order status

• Wrong subscription status

• OTP order showing as subscription

• Subscription order showing as one-time purchase

• Wrong platform details

• Missing tracking

• Incorrect customer/order information

Subscription Status Accuracy

CS Assist should now correctly identify whether an order is a one-time purchase or subscription.

For Sticky orders, CS Assist should not mark an order as a subscription unless the order has valid recurring/subscription information.

If Sticky shows “No Recurring” or the order is clearly OTP, CS Assist should display it as One-time purchase.

If agents see an OTP order showing as a subscription, they should report it with the required details.

Subscription Actions

Depending on the customer account and platform, agents may be able to perform subscription actions directly in CS Assist.

Supported actions may include:

• View subscription

• Change frequency

• Move shipment date / rebill date

• Apply rebill discount

• Cancel subscription

• Cancel future subscription billing

Agents should always review the customer’s order and subscription details before submitting any action.

Sticky Rebill Discount Options

For Sticky rebill discounts, agents now have two discount options in Production:

1. Percentage off order

Use this when the discount should apply as a percentage to the full order/subscription amount.

Example:
20% off the full rebill/order amount.

2. Flat amount per unit

Use this when the discount should apply as a fixed amount per item/unit.

Example:
$10 off per bottle/unit.

Agents must select the correct discount type before submitting the rebill discount.

If the expected amount and actual amount do not match, agents should report the issue and include:

• Intercom conversation link

• Customer name/email

• Order ID

• Discount type selected

• Expected discount amount

• Actual amount shown

• Screenshot

Customer Information Updates

CS Assist now supports updating customer information in Production.

Agents may be able to update:

• Customer phone number

• Customer email

• Shipping address

• Billing address

Agents should verify details carefully before submitting changes.

If an update fails, agents should report the error with:

• Intercom conversation link

• Customer name/email

• Action attempted

• Screenshot of the error

• Source platform, if applicable

Link Generator / Create New Order

Agents can use the Link Generator or Create New Order option in CS Assist when generating checkout links for supported brands/platforms.

Before generating a link, agents should verify:

• Correct brand

• Correct product

• Correct quantity

• Correct customer details

• Correct shipping details

• Correct order metadata, if required

• Correct payment provider/platform

If an order remains pending, does not appear in the source platform, or requires unexpected customer confirmation, agents should report it immediately.

Required details for Link Generator issues:

• Intercom conversation link

• Customer name/email

• Product selected

• Order amount

• Payment provider/platform

• Screenshot

• Error message or unexpected behavior

• Whether the customer completed any required confirmation

Reporting CS Assist Issues

When reporting any CS Assist issue, agents must include complete details so Admin and Dev can validate faster.

Please include:

• Intercom conversation link

• Customer name/email

• Brand

• Platform

• Order ID or Subscription ID

• Action attempted

• What happened

• What was expected

• Screenshot or screen recording

• Error message, if any

When to Use Source Platform as Backup

Agents should use CS Assist whenever the action is available and working.

Agents may use the source platform as backup only when:

• CS Assist action is unavailable

• CS Assist is showing an error

• Customer/order data appears incorrect

• Workflow is not yet supported in CS Assist

• Admin/Trainer/Lead instructs platform fallback

If platform fallback is needed, agents should still report the CS Assist gap so it can be reviewed for future improvement.

Goal

The goal of CS Assist 2.0 is to reduce platform switching, improve workflow consistency, support accurate reporting, and help agents handle customer concerns faster inside Intercom.

Right tool. Right workflow. Better customer experience.