Introduction

Boomtown is an all-encompassing software solution that can handle virtually every aspect of the tech support lifecycle. From issue creation to resolution, technician dispatching and monitoring, and job completion, Boomtown can do it all!

How the Boomtown Products Interact

Boomtown has three core products that make up its arsenal of tech support: Relay, Connect, and Toolbox. Read further to learn more about each specific product Boomtown offers.

Relay Overview

 

Basic Navigation

Log in at relay.goboomtown.com.

  1. Main navigation bar
  2. Main view
  3. Messaging Panel

Screenshot of Boomtown's Relay Interface.

Insights

  • When you log into Relay, you will first see the Insights tab (below).
  • This tab is a dashboard with analytics and downloadable reports from all your customers’ support interactions.
  • Check currently open Issues, trends over time, and other important support metrics.
  • Depending on your partnership with Boomtown, you may have multiple dashboards here, which you can toggle between at the top left corner of the screen.

Screenshot of the Insights dashboard within Relay.

Issues

List View

  1. Click on Issues List View on the left navigation bar to go to the Issue List View. Here you can view the list of all Issues.
  2. Filters can display the Issues by status, type, or team. You can also display Issues from a limited date range.
  3. You can search for Issues by business name, reference numbers, emails, etc. with the search bar at the bottom. NOTE: To customize the fields you’re searching on click the down arrow next to SEARCH and select/deselect which fields to search on.
  4. Open up an Issue’s details by clicking the Pencil icon.
Screenshot of the Issue List View in Relay.

Issues List View in Relay.

 

Issues – Task View

  1. Click on Issues → Task View to access the Issues Task View.
  2. You can create new cards to add to the Task View.
  3. You can also Refresh, Edit, or Delete existing cards.
  4. You can filter your Task View to only display Issues assigned to you, Issues scheduled for work today, or Issues scheduled for work tomorrow.
  5. Use the buttons on the left-hand side of the Issue Task Card to Edit, Watch, Assign, Claim, Chat, or Add to the Issue Log.
Screenshot of the Issues Task View in Relay.

Screenshot of the Issues Task View in Relay.

 

Issues – Detailed Issue Modal

Double-clicking on an Issue from one of the views opens the detailed Issue modal.

  1. Navigation Panel: The left navigation panel provides easy access to important information.
  2. Transition Buttons: The transition buttons allow for easy Issue progression. They are docked at the top of the Home panel.
  3. Public/Private Chat: Issue chat has its own section in the upper-right corner of the Issue Modal.
  4. Site History: Quickly toggle between Issue details and the Site History for the merchant
Issue Modal in Relay.

Screenshot of the Issue modal in Relay.

 

  1. Title Bar Buttons:
    • Chat: The Chat button opens and closes the chat on the Issue modal.
    • Video: Initiates a video call.
    • Refresh: Refreshes the Issue to show the latest changes.
    • Minimize: Minimize the window to the tray on the Issues → List View. The user will be asked to save the issue if there are unsaved changes on the window before minimizing. This address the request to have a location docking (like Issues).
    • Close: Closes the Issue modal.
Title Bar Buttons in the Issue Detail Modal.

Title Bar Buttons in the Issue modal.

 

  1. Site History:
    • Site history can be viewed from the main Home screen of the Issue Modal.
    • Click the Show Site History button to show the site history for this particular location.
    • You can click on any site history record to view details about that issue. The most recent/current site history will have a triangle icon in the upper-right corner.
Viewing Site History from the Issue Modal.

Viewing Site History from the Issue Modal.

 

  1. Issue Log:  Log Notes outlining issue activity can be accessed by going to the third left Nav item. 
  2. Billing Screen:
    • Clicking the icon shown on the left nav in the Issue Modal opens up the billing screen.
    • In the upper section, you can add/delete items and their associated costs that are used during the issue resolution.
    • In the bottom section, you can specify details pertaining to the terms of payment from the merchant including the status of the receivable and comments.
The Billing Screen within the Issue Modal.

The Billing Screen within the Issue Modal.

 

  1. Shipments Screen:
    • Clicking the icon shown opens up the shipping screen.
    • The shipping screen allows you to add shipments related to an issue including a tracking # for the shipment which will allow the shipment status to automatically be updated in Relay as tracking details change.
The Shipping Screen from within the Issue Modal.

The Shipping Screen from within the Issue Modal

 

  1. Close out:
    • Click the icon shown to open the Checkout Forms Screen.
    • Select a checklist from the left half of the screen.
    • Add your new response to the checklist on the right half of the screen.
Accessing Checkout Forms from the Issue Modal.

Accessing Checkout Forms from the Issue Modal.

 

  1. Issue Files Screen:
    • Click the icon shown to open up the Issue Files screen.
    • You can view files already added to the issue and filter by file type.
    • You can select and upload additional files to this issue.
Adding/viewing Files in the Issue Modal.

Adding/viewing Files in the Issue Modal.

 

  1. Sub-Task Screen:
    • Click the icon shown below to open up the Sub-Issue Screen.
    • You can Add, Edit, Delete, Clone, and Move sub-issues.
    • When adding/editing a sub-task fill in the details in the pop-up window as shown below.

Adding/editing Sub-Issues in the Issue Modal.

 

Issues – Add

  1. Click Issues  Add to begin the process of adding an Issue.
  2. Choose between creating an Issue for an existing or new customer.
Adding issues in Relay.

Adding issues in Relay.

 

Shipments

1) Click Shipments Track to see a list of shipments being tracked in Relay.

2) The shipments list shows several key details such as the status, point of contact, the customer the shipment is for, carrier, estimated date of arrival, tracking number, number of pieces in the shipment, etc. Double-click a shipment to view its details in a single pop-up window.

3) You can filter this list based on the category of the work order the shipment is for, a range of dates, and shipments with an estimated arrival date set for Today.

Screenshot of the shipment tracking capabilities in Relay.

Screenshot of the shipment tracking capabilities in Relay.

 

Customers

 

Customer Profiles

1) Click Customers -> Profiles to see a list of all of the Customer Profiles in Relay. This is where you can find contact information, IT footprint information and Issue history for each merchant location. NOTE: Each customer profile can have multiple locations and users associated with it. To see the locations and users of a particular customer double-click the customer profile from the list and select the Users or Locations tab from the Customer Profile Detail Window.

2) You can view all of the Customer Locations in Relay. Each customer can have multiple locations assigned to it.

3) You can view all of the individual Customer Users in Relay. Each customer location can have multiple users assigned to it.

4) Select any entry from the list to view more details in a single pop-up window.

Screenshot of the Customer Profile options in Relay.

Screenshot of the Customer Profile options in Relay.

 

5) You can reset/change the password for a Customer User by opening up its detail window and scrolling to the Password Management section at the bottom.

Screenshot of the Password Management functionality for Customer Users in Relay.

Screenshot of the Password Management functionality for Customer Users in Relay.

 

Adding/Creating Customers

1) Customers -> Add/Import is where you can add new Customer Profiles to your database. Customers are the end users (merchants) that are being supported.

2) You have the option to add a single customer or bulk upload multiple customers from a .csv template.

3) Enter basic contact information for the new customer.

NOTE: Make sure to select the Org Teams the customer should be associated with this will determine several key criteria related to the routing of the issue. Remember to Save and exit and the support profile will be created for the customer.

Screenshot of the Adding Customer functionality in Relay.

Screenshot of the Adding Customer functionality in Relay.

 

Field Service

The Field Service functionality in Relay allows you to manage and dispatch technicians that will be performing jobs on-site.

1) Click Field Service  -> Profiles to view all of the existing Technician Profiles.

      • Click Add to create a new Technician Profile.
      • Click Users to view a list of the individual Technician Users and to add/create a new user. NOTE: Each Technician Profile can have multiple Technician Users assigned to it.
      • Click Map to see an interactive map showing the geographic location of all of Boomtown’s Technicians.
      • Click Activity Map to an interactive map that shows technicians En Route to a job or performing a job. The truck symbol indicates that a technician is En Route to the job.
Screenshot of the Field Service Activity Map in Relay.

Screenshot of the Field Service Activity Map in Relay.

 

Organizations

 

Profiles

1) Click Organizations-> Profiles to access a list of Organization Profiles in Relay. Think of an Organization Profile as an organization or business entity that can be made up of teams (i.e. Sales or Support) and users that are assigned to the organization and appropriate teams.

2) Click the pencil icon on an Organization Profile to see more details about the organization including the ability to toggle between the individual teams and users within that organization.

3) Easily add a new Organization Profile.

Screenshot of Organization Profiles in Relay.

Screenshot of Organization Profiles in Relay.

 

Teams

1) Click Organizations -> Teams to see a list of the individual Organization Teams in Relay. Each Organization Profile can have multiple Organization Teams assigned to it. These help to add extra granularity to what users can see by only assigning certain functionality and features to specific teams.

2) Click the pencil icon on an entry in the list to see and edit team details and to also see which users are a member of that team.

3) Easily add a new Organization Team.

Screenshot of Organization Teams in Relay.

Screenshot of Organization Teams in Relay.

Adding Organization Users

1) Click Organizations -> Profiles to access the Organization Profiles list and click the pencil icon on the Organization Profile you want to add the user to.

2) Click the User icon from within the left-hand navigation menu.

3) Add new Organization Users or edit existing ones by clicking the pencil icon.

Screenshot showing how to add Organization Users in Relay.

Screenshot showing how to add Organization Users in Relay.

 

Assigning Org Users to Teams

1) Access the Edit Team window by either clicking Organizations -> Teams and clicking the pencil icon on the team from the list or using the Teams toggle within the Edit Organization window.

2) Add every user you want to be a member of the team to the User Associations field as shown in the screenshot below. Any settings or features applied to this group will now apply to all of these users.

Screenshot of how to assign Users to Organization Teams in Relay.

Screenshot of how to assign Users to Organization Teams in Relay.

Bots

1) Click System → Bots to see a list of all of the custom-built Bots assigned to your Organization.

2) You can click the pencil icon on a bot profile from the list to see and edit bot details like what teams have access to each bot and what chat room(s) the bot lives in.

3) Easily add a new custom Bot for your organization.

Screenshot of the Bots grid in Relay.

Screenshot of the Bots grid in Relay.

 

Bot-Assisted Agents

Your agents can interact with the Boomtown chatbots to find answers to troubleshooting scenarios while on the phone with customers. Here are some tips so your agents can get the most out of the Boomtown chatbots.

      1. Saying ‘hello’, ‘hey’, ‘hi’, ‘home’, or ‘help’ will queue the bot’s introductory welcome message which explains its purpose, best practices for use, and clickable response buttons that will guide the user through a variety of topics to the ultimate answer.
      2. Each response button can be clicked multiple times, and you can always go back in the conversation history and click a button again or choose a different response button from a bot’s answer.
      3. If you know the exact question you want to ask the chatbot just type your answer and respond.
      4. If the bot doesn’t recognize a response or doesn’t have an adequate answer, it will queue a fallback answer letting the user know and will provide recommendations including clickable response buttons to help get them back on track.
      5. If you find a bot’s answer useful, then click the ‘thumbs up’ rating button to indicate that. Likewise, if you find a bot answer to not be useful or even incorrect, click the ‘thumbs down’ rating button to indicate that. These ratings are helpful in allowing us to improve the quality of our chatbots over time.

To see how to interact with the Boomtown chatbots watch this short video.

 

 

Devices (Device Dictionaries, Device Templates, and more)

To learn more about devices in Relay including Device Templates, Device Dictionaries, and more click here.

 

 

Chat

1) The messaging panel works like any social media platform. Every user has a nickname that you can use with a @nickname to send direct messages. This will ensure they receive an email notification if they are not logged in.

2) Notifications are captured and can be viewed so you can review new notifications when you log in. You can click on any notification to take you to the chat room where the event occurred.

3) Typing an @ symbol will bring a list of available participants in the chat room that you can @mention. They will receive extra notifications to get their attention.

4) You can launch a video chat session by clicking the video icon in the top-right of the chat panel. You can have up to 4 participants in the video session at one time.

Overview of the Chat functionality in Relay.

Overview of the Chat functionality in Relay.

Advanced Search

These are the different ways you can search in any grid in Relay (Issues, Customers, Users, etc.):

      • Simple Search: Searching for Hunan San Francisco will give results only when all three words Hunan, San and Francisco are present on the record. (The system will use “And” instead of “Or” that it currently uses to filter the records.)
      • Partial Word Search: Searching for Hunan* will give results where a record entry starts with the word “Hunan”
      • Quotes Search: Searching for Hunan “San Francisco” will consider San Francisco as one word instead of two separate words and will look for an exact match.
      • Full-text Search: Smart operators like + / – can be used to modify the search as required. For example +Hunan +california – san francisco will give results for all Hunan restaurants in California that are not in San Francisco.
      • Refresh the search: To refresh your search results click the circular icon made of arrows in the screenshot below.
      • Filter the search fields: To select/unselect grid fields to perform the search on click the down arrow in the screenshot below.
Performing an advanced search in Relay. The search bar is located at the bottom of the grids in Relay.

Performing an advanced search in Relay. The search bar is located at the bottom of the grids in Relay.

 

Connect Overview

 

Download the App

There are 3 ways to download the Connect app:

1) Search for Boomtown in the App Store and download the app.

2) Text ‘Download’ to 22666.

3) Go to https://www.goboomtown.com/screens/download/ and enter your phone number.

The Boomtown Connect App in the App Store.

The Boomtown Connect app in the App Store.

 

 

Log In

1) If it is your first time using Connect click ‘Create Free Account’ to get your account setup.

2) If you already have an account click ‘Sign In’. NOTE: The Connect app will remember your last login and you will only have to sign in if you have previously signed out.

3) If you want to switch accounts click the ‘My Businesses’ button in the upper-right of the screen and then click the ‘Sign Out’ button at the bottom of the list of choices.

Sign in to the Connect App or create a free account if this is your first time.

Sign in to the Connect app or create a free account if this is your first time.

 

 

Slide for Help

1) Slide the slider on the Connect home screen to the right to create an issue.

Slide for Help to create an Issue in the Connect App.

Slide for Help to create an Issue in the Connect app.

 

2) By default, you will enter a chat room and receive an initial message from the Issue Diagnosis Bot. Respond appropriately to the bot to proceed with your issue.

When entering chat after Sliding for Help you will be greeted by the Issue Diagnosis Bot.

When entering chat after Sliding for Help you will be greeted by the Issue Diagnosis Bot.

 

3) You can view the timeline of your issue ticket by clicking the ‘Ticket Timeline’ button in the upper left of the chat screen.

View the timeline of your issue ticket to always know what the status is.

View the timeline of your issue ticket to always know what the status is.

 

4) Click the Video icon in the upper-right of the screen to initiate a video chat with the technician.

Video chat with the technician directly from the Connect App.

Video chat with the technician directly from the Connect app.

 

 

View Your Service History

1) From the Connect app home screen click the ‘Service History’ button in the upper-left.

Accessing your service history on the Connect App.

Accessing your service history on the Connect app.

 

2) Select a past issue to view a summary of the service that was provided.

You can view a summary of the service that was performed for each issue you create in the Connect App.

You can view a summary of the service that was performed for each issue you create in the Connect app.

 

 

Provider Chat

1) From the Connect app home screen click the Provider Chat button in the center of the screen.

Accessing the provider chat functionality from the Connect App.

Accessing the provider chat functionality from the Connect app.

 

2) Select the provider you’d like to directly chat with.

3) Chat with your provider to help solve any issues you may be having.

Chat directly with providers in the Connect App to get quick resolution of your issues.

Chat directly with providers in the Connect app to get quick resolution of your issues.

 

 

Business Settings

1) Click the My Business button in the upper-right of the Connect home screen to access your business settings.

2) The Profile section allows you to have an internal chat with users assigned to your business and also see the locations, users, and devices associated with your business).

3) The Technology section allows you to set up an IT Footprint for your business.

4) The My Plan section allows you to see and edit your annual and monthly Boomtown support plans.

Use the My Business section to customize your experience in the Connect App.

Use the My Business section to customize your experience in the Connect app.

 

 

Personal Settings

1) Click the circular icon in the lower-center of the Connect home screen to access your personal settings.

Accessing your personal settings in the Connect App.

Accessing your personal settings in the Connect app.

 

2) From this personal settings screen, you can edit your name, email, password, nickname, SMS phone #, avatar, and language. Make sure to click Save in the upper-right to save any changes you make.

Edit your personal account settings in the Connect App.

Edit your personal account settings in the Connect App.

 

 

webConnect

1) To create an issue from webConnect using an internet browser (Google Chrome or Safari) go to http://goboomtown.com/webconnect and enter your email address. If you already have an account with Boomtown use the email address you used to create that account otherwise, you will be prompted to create a new account.

2) Enter your first name OR phone number so we can ensure a match with an existing user using the email address you already provided.

3) Click ‘Chat with Us’ to instantly get into a chat with a chatbot and/or human dedicated to resolving your issue.

NOTE: webConnect only creates an issue and allows you to engage in text chat with Boomtown support. Video chat, IT Footprint, and other features are only available in the Connect app for Android and iOs.

Web Connect allows you to access the basic issue creation functionalities of the Connect App from Google Chrome or Safari.

Web Connect allows you to access the basic issue creation functionalities of the Connect App from Google Chrome or Safari.

 

microConnect

1) Boomtown will embed their Connect Tool into your proprietary Application or POS Application.

2) This allows merchants to select a drop down with multiple contact preferences for support.No matter what selection the merchant makes, all issues will be recorded in Boomtown Relay.

3) No matter what selection the merchant makes, all issues will be recorded in Boomtown Relay.

microConnect can easily embed into your proprietary applications.

microConnect can easily embed into your proprietary applications.

 

 

Embedded Chats

1) ‘Chat with Us’ will automatically push the merchant into the screen on the right.

2) After the merchant enters a chat room they can start chatting and the Partner Team will get notifications in Boomtown Relay.

Embedded Chat allows users to chat in your own Proprietary Application with notifications going to Relay.

Embedded Chat allows users to chat in your own Proprietary Application with notifications going to Relay.

 

 

Managed Chats

1) Within Relay the Customer Service Agent can ’claim’ issues and it will alert the merchant on who is managing their ticket.

2) Customer Service Agent can manage until resolved or transfer it to another team/customer.

3) There are multiple stages within an issue so your team and merchant can keep track of unresolved issues

4) The merchant also has the option to check the status (example page 5).

Users can see their updated issue status via the embedded chats.

Users can see their updated issue status via the embedded chats.

 

 

Tag Issues & Transfer

1) The Customer Service Agent can tag individuals within the issue so they can ‘claim’ or jump into the conversation.

2) In the example to the right, Joey (Tier 1 Support) tagged Veronica (Tier 2 Hardware) to jump into the conversation.

3) microConnect does NOT include video. Boomtown can create a ‘live support’ button that will carry the merchant over to the full-size Connect Application.

Users can be tagged into the issue conversation and transferred into the full-size Connect application if needed.

Users can be tagged into the issue conversation and transferred into the full-size Connect application if needed.

 

 

Connect SDK/APK and Private Label

1) To learn how to integrate Connect with your existing applications and support systems go to http://developers.goboomtown.com/.

You can integrate Boomtown's Connect functionality with your existing applications and support systems.

You can integrate Boomtown’s Connect functionality with your existing applications and support systems.

 

 

ToolBox Overview

 

Download the App

1) The ToolBox app is available for Android and iOS and can be found on the App Store. Search for ‘Boomtown ToolBox’.

2) ToolBox can also be used via Google Chrome or Safari by going to https://tech.goboomtown.com/#!/login.

Layout

1) On the home screen of the ToolBox app technicians have the option to jump straight into a text or video chat in addition to viewing available jobs and past job history by clicking the Jobs button in the upper-center of the screen.

2) New jobs offers that are currently available to the technician will appear in the center of the home screen if applicable. If the technician taps on this job offer they will be taken directly to a screen with more details on the job and the option to accept/reject the job.

The home screen of the ToolBox App.

The home screen of the ToolBox App.

 

 

Accept/Reject Jobs

1) Technicians can view more details (Scope of Work) and text chat with the Project Manager to learn more about the job before deciding to accept or reject it.

2) Easily accept or reject jobs by simply clicking on the appropriate button in the center of the screen.

3) The buttons at the top of the screen allow technicians to easily toggle between available, scheduled, and completed jobs.

Accept or reject jobs in the ToolBox app.

Accept or reject jobs in the ToolBox app.

 

4) If the job doesn’t have a specific time technicians will be presented with the option to choose the time slot that works best for their schedule.

ToolBox lets technicians choose the time slot that works best for their schedule.

ToolBox lets technicians choose the time slot that works best for their schedule.

 

 

Technician En Route

1) Technicians can mark themselves En Route to notify the merchant and Project Manager that they’re on their way to the job site.

2) The Technician Activity Map will show both the job site location and a truck symbol that indicates the technician’s travel location relative to the job site.

3) After marking themselves En Route a technician can check in when they arrive at the job site. The Check In button will appear exactly where the En Route button currently appears. After Check In occurs the job status moves to In Progress in Relay.

      • NOTE: Once a technician checks in for a job a timestamp will mark the time as the project start time. This appears in Relay when an issue is being closed out and can be over written when necessary.
ToolBox lets techs mark themselves En Route when on the way to the job.

ToolBox lets techs mark themselves En Route when on the way to the job.

 

 

Access Checklists on the Job

1) While a job is in progress the technician has the ability to press the Continue button to view any checklists assigned under the Scope of Work. An example of the built-in text chat functionality that technicians can also use while on the job is shown in the screenshot below.

While on the job technicians can access checklists by clicking the Continue button.

While on the job technicians can access checklists by clicking the Continue button.

 

2) Below is an example of a checklist in the ToolBox app. Technicians also have the ability to add notes in addition to files and images to the job to help ensure quality and success.

The checklist functionality in ToolBox and the ability to add files and images to a job.

The checklist functionality in ToolBox and the ability to add files and images to a job.

 

 

Resolve an Issue

1) To mark an issue as resolved and close out the job Technicians simply click the Resolve button that will be available after all checklists are completed for the job.

Technicians can resolve and begin the issue check out process with the click of a button.

Technicians can resolve and begin the issue check out process with the click of a button.

 

 

Close Out a Job

1) During the close out process in ToolBox technicians can add a description and comment regarding the job as well add and edit items that were used during the job.

Technicians are able to close out a job and add/edit items that were used during the job.

Technicians are able to close out a job and add/edit items that were used during the job.

 

 

Technician Chat w/ Project Manager

1) After pressing the Submit button in the screenshot below a notice will appear to technicians prompting you them to:

      • Make sure your checkout list is completed.
      • Click ‘Proceed’ to initiate a video chat with your project manager.
      • Then review the customer acceptance page with your contact on-site and have them sign to complete the job.

2) Pressing Proceed will finalize the issue close out in ToolBox and complete the workflow.

ToolBox allows the technician to have close out video chat w/ the PM to ensure a successful job.

ToolBox allows the technician to have close out video chat w/ the PM to ensure a successful job.

 

ToolBox makes it easy for technicians and PMs to close out a job.

ToolBox makes it easy for technicians and PMs to close out a job.