One-view
Multiple Users of the chatbot might approach your bot via different channels, it could be either web, whatsapp or any other social media channel, with our stitching mechanism you can link all the same users to one view so that you can view all their queries and monitor the progress on the resolutions.
When you’re having a conversation with a user across multiple touchpoints, it’s easy to lost track of the conversational context. Conversation stitching allows you to manage these conversations with ease by pulling all your conversations across multiple channels into a OneView inbox. It also stitches these conversations together using unique identifiers like the user’s phone number and email address. This ensures that your support agents always have context from past interactions and your customers never have to repeat themselves.
Users will be stitched if the below conditions are met :
- The attribute user.phone_number should have the same value.
- The attribute user.email should have the same value.
- Both the attributes user.phone_number and user.email have the same value.
You can stitch it in by using the ‘Set User Attribute’ node and update the values to the above-mentioned attributes-
For instance, we pick user.phone_number.
- You can update them manually by navigating to the Message section.
- Edit Phone number in User Details.
For a user you can update and view different details from the fields such as adding tags or notes, recent conversations, additional attributes and event log history.
Tags : This field allows you to add tags to users account. Tags can be used to organize and categorize users, making it easier to find them later.
Notes : This field allows you to add notes for that particular user. Notes can be used to record important information about the user
Recent conversation : The stitched conversations of the Users will be displayed here.
Additional Attributes : The attributes created in the flow will be displayed here, if the attribute is having empty value then a ‘-‘ would be shown.
Event Log History : Event log history will show the agent activity for the user
- Audit Conversation Routing (View Detailed Logs) - The ‘View Detailed Logs’ feature in the one-view inbox helps you to view the detailed activity of that particular conversation without leaving your current chat window.
It can be enabled by turning ON the toggle button as shown below.
You can view activity details such as shifting between agent/agent categories and channels, live chat requests, and conversation auto-resolution along with a date and time.
Using shortcuts makes you more efficient at doing certain tasks on your computer. When you’re not necessarily reaching for the mouse every second and once you start using shortcuts each day, you’ll start noticing a boost to productivity.
Shortcuts are provided in the Messages tab for all the roles.
The shortcuts are categorised into two parts
- Respond Box
Bold : Command + B Underline : Command + U Italics : Command + I Strikethrough : Command + K Add a Link : Command + L New Line : Command + Enter Send and Resolve conversation : Command + R + Enter
- One View Inbox
Starting a Conversation : Command + Shift + S Assign the Conversation : Command + Shift + A Resolve the Conversation : Command + Shift + R Mark as Pending Resolution : Command + Shift + P Add a note : Command + Shift + P Previous Conversation : P Next Conversation : N
If you face any issues or queries please reach out to us at [email protected]
