New Messages
The New Messages section displays a queue of incoming live chats that have been assigned to the agent for handling. This acts as the agent's incoming request queue for new conversations.
Having a centralized queue makes it easy for agents to quickly see and respond to new conversations that need attention. They can view user information and context prior to accepting the chat.
The New Messages tab is visible to the supervisor and the agents under the Messages section.
If the user requests a chat with an agent, the request will be visible in the New section.
Messages will be assigned according to the routing rules and only if the supervisor/agent are available. The supervisor or the agent can mark themselves online by toggling the Not Available option to available and vice versa.
The new requests coming in will be notified via sound notification if enabled in Preferences.
The agent can click on the icon next to the Availability toggle to sort or filter the new chats assigned.
The ‘Filter messages’ feature allows users to narrow down and organize their messages based on specific criteria, making it easier to find and manage relevant conversations.
Navigate to Messages > New() and click on ☵
- Sort Messages : enables users to arrange their messages in a preferred order. The drop-down menu provides various sorting options, such as ‘Newest user first’, ‘Oldest user first’, ‘Recent user messages first’, and ‘Recent messages first (Default)’.
- Channel : enables users to filter messages based on the communication channel they were received through. The drop-down menu lists all available channels, such as ‘Website’, ‘WhatsApp’, ‘Instagram’ and many more.
- Conversation Closing Time : allows users to filter messages based on the time the conversation was closed.
- SLA non-adherence : enables users to identify conversations where the service level agreement (SLA) has not been met. The drop-down menu provides various SLA options, such as ‘First Response’ and ‘Resolution’.
- Joined On : allows users to filter messages based on the date the customer joined the conversation. This filter is useful for tracking the duration of conversations and identifying any that have been ongoing for an unusually long time.
The agent can also click on the 'Quick Filters' icon next to the filter icon to filter the new chats assigned.
The ‘Quick Filters’ feature allows users to efficiently manage conversations based on the retargeting window closing time.
Navigate to Messages > New() and click on
- WhatsApp chat closing in 6/3/1 hrs: All the whatsapp conversations with a reachable window open time can be filtered based on the time left to respond to each conversation.
- SLA breach for resolution: enables users to identify conversations where there was a failure to resolve an issue within the agreed-upon service level agreement (SLA) timeframe.
- SLA breach for first response: enables users to identify conversations where there was a failure to provide an initial response to a customer inquiry within the agreed-upon SLA timeframe.
You can now initiate a new WhatsApp conversation directly from One View inbox and also search from existing users clicking on 'Search users..'.
Click on the "+" to Start New Conversation
Here, you can search from existing users or create a new user by clicking on 'Add New User'. New users would be those WhatsApp users who have never sent or received a message via your WhatsApp number.
The queue essentially acts as the staging area to ensure incoming chats are routed to the right agents in a timely manner before conversing with the user. This helps provide organized and responsive support.
If you face any issues or queries please reach out to us at [email protected]
