Cents

Machine Diagnostics is a new capability for stores running Cents Assist 2.0. When a customer calls in about a machine problem, Cents Assist can now walk them through configurable troubleshooting steps before escalating the call, and for LaundroWorks customers, apply refund rules automatically based on the outcome.

Troubleshooting steps — You can set up a sequence of troubleshooting steps for Cents Assist to offer customers who call about a machine issue (e.g., a cycle that didn't start, a machine that seems stuck, etc.).

Automatic refund controls (LaundroWorks customers) — If a store is connected to LaundroWorks, refund rules can be configured so that Cents Assist can resolve eligible refund requests automatically, up to the total purchase amount, without needing manual review.

Troubleshooting steps are optional — you can use Machine Diagnostics purely to gather better information for escalations, even without turning on automatic refunds.

- Troubleshooting steps — You can set up a sequence of troubleshooting steps for Cents Assist to offer customers who call about a machine issue (e.g., a cycle that didn't start, a machine that seems stuck, etc.).
- Automatic refund controls (LaundroWorks customers) — If a store is connected to LaundroWorks, refund rules can be configured so that Cents Assist can resolve eligible refund requests automatically, up to the total purchase amount, without needing manual review.
- Troubleshooting steps are optional — you can use Machine Diagnostics purely to gather better information for escalations, even without turning on automatic refunds.

Automatic refund rules additionally require a connected LaundroWorks account.

- Stores on Cents Assist 2.0.
- Automatic refund rules additionally require a connected LaundroWorks account.

A customer calls Cents Assist about a machine issue.

Cents Assist asks a few diagnostic questions to identify what's wrong.

Cents Assist offers the troubleshooting steps you've configured for that scenario.

If the issue can't be resolved and the store has refund rules set up (LaundroWorks customers), Cents Assist applies the configured refund automatically, up to the purchase amount.

If no rule applies or the issue needs a human, the call is escalated as usual.

1. A customer calls Cents Assist about a machine issue.
2. Cents Assist asks a few diagnostic questions to identify what's wrong.
3. Cents Assist offers the troubleshooting steps you've configured for that scenario.
4. If the issue can't be resolved and the store has refund rules set up (LaundroWorks customers), Cents Assist applies the configured refund automatically, up to the purchase amount.
5. If no rule applies or the issue needs a human, the call is escalated as usual.

In Business Manager, go to your Contact Center settings.

Scroll down to Machine Diagnostics.

Add the troubleshooting steps you want Cents Assist to offer for machine-related calls, and set the order they should be presented in.

Save your changes — Cents Assist will start using these steps on new calls.

1. In Business Manager, go to your Contact Center settings.
2. Scroll down to Machine Diagnostics.
3. Add the troubleshooting steps you want Cents Assist to offer for machine-related calls, and set the order they should be presented in.
4. Save your changes — Cents Assist will start using these steps on new calls.

Setting up refund rules (LaundroWorks customers)

Confirm your store's LaundroWorks integration is connected.

In the Machine Diagnostics settings, turn on automatic refunds.

Set the rule(s) you want applied automatically when a diagnostic call results in an eligible refund — refunds are capped at the customer's total purchase amount.

1. Confirm your store's LaundroWorks integration is connected.
2. In the Machine Diagnostics settings, turn on automatic refunds.
3. Set the rule(s) you want applied automatically when a diagnostic call results in an eligible refund — refunds are capped at the customer's total purchase amount.
4. Save your changes.

Configure troubleshooting steps and automatic refund rules for machine issues on stores running Cents Assist 2.0.

How to Set Up Machine Diagnostics in Cents Assist

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How to Set Up Machine Diagnostics in Cents Assist

Overview

What's new

Who this is for

How it works

Setting up troubleshooting steps

Setting up refund rules (LaundroWorks customers)