Inbox

Inbox is the main tool that agents will use in their daily messaging operations.

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Projects and queues

The first section on the left is the one displaying projects and queues to which agents have been assigned. Agents can expand or collapse the content of each project, and they can select which specific queues from which they will see messages appearing in the messaging list.

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For Managers

Managers, in addition to having the same access as agents, they can also perform some more actions in projects and queues:

• They can access project and queue settings
• They can manage agents assigned to each queue.

Messaging list

The messaging list is where agents will spend most of their focus when handling conversations. There are a few things that everyone accessing this list should keep in mind:

• Incoming cases are divided by status: Attending, Waiting, or Idle
• Agents can search for specific cases through the search bar
• Agents can apply filters and sorting to the messages

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💡 Statuses explained:

‍Attending: the case is being attended

‍Waiting: there is a case waiting to be picked up

‍Idle: the customer hasn’t been responding after the limit set in IDLE Threshold Time* in Project settings.

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Whenever there is a new message incoming into the queue in which the agent is assigned, they will see it in Waiting* at first: this notifies agents that a customer has reached out, and they are waiting for an answer. Together with this, agents will see relevant information about the incoming message:

• Name (or alias) of the customer
• Preview of the message
• Project and queue name
• Channel (e.g. whatsapp or webchat)
• Whether the conversation is a new one or a past one that has been reopened
• SLA timer: a timer, together with a coloured bar will appear, to show how much time passed since the customer’s message. The bar will change colour according to the company SLA, specified in the project’s settings, to inform agents of the urgency of each conversation.
• New WhatsApp case: by clicking here people can send open a new WhatsApp conversation with a specific number

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Chat window

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On the right side, whenever an agent clicks on a conversation, a chat window will be opened. This is were the agent will chat with customers, and there are a few important elements to note:

• Attend this case: after having scanned through the conversation, agents can click on this button to start attending the customer
• Discard case: this discards the case and archives it
• Unassign case: this option is available only after agents have assigned a case to themselves, and will bring the case status back to “Waiting”
• Options to download the case in different formats
• Transfer:some text
  • agents can transfer the case to another queue or agent if they find it appropriate
  • managers and admins can also assign a case to specific users of the same or different queues
• Add contact reason: here agents can assign one or more contact reasons (depending on, and set according to their company’s policy)
• Case info: they can access more details about the case by clicking on the customer name on the top (here they will find useful info such as Case ID, Contact Info, and information about previous cases)
• Agents can also write additional information in Case info manually, or by adding a new field
• Agents can collapse both the Case Info and the Chat itself with the respecting buttons

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Attending cases: getting started

By clicking on Attend case, agents can start chatting with customers. Whenever they do so, the message’s status will automatically be set to “Attending”*. There are several tools that can help agents while chatting with customers:

• Case info (explained above)
• Notes (here agents can write down notes that can be useful for them, and will not be visible to customers)
• Emojis and attachments (if allowed)
• Templates (when previously created and approved)

Whenever a case is resolved, agents can click on “Resolve case” (and, if necessary, select one or more contact reasons).

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Realtime Dashboard

Realtime is the go-to place for managers to monitor all of the queues and projects they are responsible for. Here they can get an live overview of the main metrics (number of cases, SLA%, Response time, and more), as well as their agents availability based on their status (Available, Away, Busy, Offline).

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Case Archive

The archive is the main reporting tool: here people can search for, inspect, and export past and current cases. All this information can be used for reporting purposes.

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