Contact Specialist Feature

The Contact Specialist feature enables MyPersonas to intelligently route specific questions to designated specialists rather than the persona owner. This powerful delegation system ensures that queries reach the right expert based on the topic and the person asking.

Overview

While MyPersonas typically escalate unanswered questions to their owners, certain scenarios require routing to different specialists:

• Role-specific approvals (e.g., managers approving time off for their team members)
• Department-specific expertise (e.g., IT support vs. HR queries)
• Time-sensitive matters requiring immediate specialist attention
• Individual-dependent questions that vary based on who's asking

Common Use Case: HR Automation

Consider an HR MyPersona that knows all company policies, benefits, and procedures. While it can answer general questions about PTO policies, actual vacation approvals need to go to each employee's direct manager, not the HR MyPersona owner.

The Contact Specialist feature automates this routing, ensuring vacation requests from team members go directly to their respective managers.

Video Tutorial

Complete walkthrough of setting up and using the Contact Specialist feature

Setting Up Specialists

Step 1: Access the Specialists Tab

1. Select your MyPersona and click the dropdown menu
2. Choose "Edit"
3. Navigate to the "Specialists" tab

The Specialists tab in the MyPersona edit interface

Step 2: Configure Specialists

Add specialists by providing:

• Email address (required)
• Name (optional, for easier identification)
• Team members they manage (user emails)

Example specialist card with mapped team member emails

Step 3: Define Contact Reasons

Specify which topics should trigger specialist routing:

• Use preset options (PTO, Sick Leave, etc.)
• Create custom reasons (e.g., "PTO extension", "promotion approvals")
• Add up to 5 contact reasons per configuration

Contact reasons configuration with both preset and custom triggers

How It Works

1. User asks a question that matches a contact reason
2. MyPersona evaluates if it has the answer
3. If not, it checks the specialist mapping for that user
4. Notification sent to the appropriate specialist
5. Specialist responds via email or joins the conversation
6. Answer appears in the user's chat interface

Bulk Configuration

For large-scale deployments with many specialists and users:

Export Current Setup

Download your existing configuration as a CSV file for review or modification.

Use CSV Template

1. Download the empty template with three columns:
   • User Email (must be unique)
   • Specialist Email (can have multiple entries)
   • Specialist Name (optional)
2. Fill in your mappings
3. Upload the completed CSV

CSV bulk upload interface for large-scale specialist configuration

Important Notes

• One specialist per user: Each user email can only map to one specialist
• Multiple users per specialist: Specialists can manage unlimited team members
• Fallback to owner: Questions without specialist mappings still go to the MyPersona owner
• Custom feature: This is a premium feature—contact support if not visible in your interface

Specialist Notifications

When a question is routed to a specialist, they receive an email containing:

• The user who asked the question
• The MyPersona that was contacted
• The actual question asked
• Why it was forwarded (matching contact reason)
• Option to join the conversation live

Sample email notification received by a specialist

Best Practices

1. Map organizational structure: Align specialist assignments with your actual reporting hierarchy
2. Be specific with reasons: Use detailed contact reasons to ensure accurate routing
3. Regular updates: Keep specialist mappings current as team structures change
4. Test thoroughly: Verify routing works correctly before full deployment

Availability

The Contact Specialist feature is available on custom plans. If you don't see the Specialists tab in your MyPersona edit interface, contact support to upgrade your plan.