AM Slack Glossary

#4support – Support channel for enterprise accounts only

#account-management – Account escalations from the support team

#am-team (Private Room) – For communication relevant to all Account Managers (use @global_am to tag ALL AMs)

#ambulance – Announcements of any issues with FareHarbor and its partners that power it (for example if Stripe is having issues processing cards)

#amquestionqueue (Private Room) – Used to ask other AMs and Technical Experts questions or for advice

#bug-reports – Report any issues within FareHarbor

#builders – Updates from the build queue (including when build requests are completed or need more information)

#checks_fhs– FHS Team checks on FareHarbor sites before they go live | AMs tagged when the Go Live process starts

#connectivity – Questions regarding Channel APIs | AMs tagged when new connections are made for a client or more information is needed

#customreporting – Communicate with BI about timelines for reports as well as flagging issues with custom reports | NOT used for internal AM reporting questions and issues | Not required unless the AM has clients with custom reports

#fareharborwebsites – To ask the Sites department questions

#fhs_product_updates – Public Slack room to be used similarly to #product-updates. Anytime there is a new or updated FareHarbor Sites feature the information will be posted here, and it will also include a link to the Internal FareHarbor Sites Changelog.

#fhs_sbmm_projectmanagement – Check-in on the timeline of a SBMM FareHarbor Site, project prioritization, or deadlines | If a site has been assigned to a WCS you should slack the project manager instead of posting in this room

#integrations – Updates on submitted integration requests | AMs tagged when request is completed or needs more information

#live – Post when a FareHarbor site goes live – gives AMs the chance to thank the WCS and others who worked on the site (include the URL of the site)

#payment_operations – Used to ask the PayOps team questions

#softwarepartnerships – Questions regarding software partnerships (i.e. Podium or Smartwaiver)

#product-updates – Updates to FareHarbor’s Dashboard features

#qualitycontrol – A go-to resource for QC support, where you can submit questions and ideas, request checks and get updated information on QC initiatives! Join the channel and make sure to explore the helpful forms and links bookmarked there!

#review-express – Alerts when a client opts into TripAdvisor Review Express

#SEO – Ask the SEO team questions or get advice about a client’s SEO | Ask for expedited SEO audits/assistance for escalated clients | Ask the Web Ops team questions or get advice about a client’s Google Analytics, website conversions or behavior

#sophi-comm – Used for FareHarbor/Sophi communication – for example, if Sophi cannot reach a client or AMs have a Sophi-related question

#strategicpartners-affiliates – Communication involving distributions third-party partners that help our clients grow and enhance their business, and for questions regarding any non API affiliate related questions/comments

#support – Used to reach out to the support team for immediate assistance with a request or questions

#amer_acctmngmnt (Private Room) – For communication relevant only to the Americas AMs

#americas_enterpriseam (Private Room) – For communication relevant only to the AMER Enterprise AMs

#americas_midmarketam (Private Room) – For communication relevant only to the AMER Mid-Market AMs

#americas-sbams (Private Room) – For communication relevant only to the AMER Small Business AMs

#americas_obbuilders – Used for Onboarding Builders to communicate the completion of new Dashboards. Not required to join unless you are getting a new Dashboard built for one of your clients.

#colorado (Private Room) – Office announcements

#apac – Office announcements

#apac_am (Private Room) – For communication relevant only to the APAC AMs

#apac_questionqueue – For questions relevant to all teams in APAC

#emea (Private Room) – Office announcements

#emea_accountmanagement (Private Room) – For communication relevant only to the EMEA AMs

#emea_highlightreel – Sharing great feedback, calls, clients’ growth. All things motivating to keep on RIPPING and earning $

#emea_questionqueue (Private Room) – For questions relevant to all teams in EMEA

#industry-news – To share articles and updates regarding the tour & activity industry

#competitor_news – Global announcements regarding FareHarbor competitors

#tilt – “Today I Learned That” – share new things you have learned about FareHarbor and learn from others

Take note of the following Slack handles that are relevant to the Account Management team:

• You can use the following tags when asking questions in the AM Question Queue (be sure to always use one so a notification populates). Keep time zones in mind!
  • @global_am – Tags all AMs in all regions.
  • @amer_am – Tags only AMs in Denver.
  • @apac-am – Tags only AMs in Sydney.
  • @emea_am – Tags only AMs in Amsterdam.
  • @latam-am – Tags only AMs working in the Latin American Market.
• @sb-am – Tags all Small Business AMs including the SBAM Manager (Used by Support when a SBAM is OOO for escalations).
• @midmarketam – Tags Mid-Market AMs including AMER LATAM and Mid-Market Managers

• @am-enterprise – Tags Enterprise AMs the Enterprise AM Manager

• @account-ops – Tags the Account Operations team members. Should be used in the AM Question Queue when you have questions about updating Close information, SUR/Offboarding, lead assignment, etc. It is also used by Support when a Live client needs to be escalated to Account Management but hasn’t been assigned an AM yet.

• @technicalexperts – Tags our Technical Experts team. Use this tag in the AM Question Queue when you are asking questions or for advice about complex dashboard related matters.