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Functional scope: onsite & third part messaging apps unification

AS AN ADMIN

✅ I can:
  • Set up the number of slots for third part messaging apps (Facebook, Messenger, Twitter public tweets, Twitter DM, Mobile App, WhatsApp (private beta). It means that you can choose the number of conversations each agent can handle. By the default the number is set at 2.
If you wish to give priority to chat conversations for example, you can add 3 slots for chat conversations and 1 slot for third part messaging apps.

 

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  • Follow up my third part messaging apps conversations in the Production report and therefore: 
    • See in real-time the number of conversations which are in the waiting list
    • See in real-time the number of conversations per routing group, which are in the waiting list
    • See in real-time the number of conversations which have been snoozed
    • See in real-time the number of conversations which are being handled
    • See in real-time the max waiting time per routing group
    • See in real-time the number of conversations which have been ended (on the same day)
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❌I cannot:
  • Prioritize conversations routing according to channels. For instance: handling chat conversations and once they are ended, routing Messenger conversations 
Note: this feature is planned for Q3 in 2020 and will have to be developed

 

AS AN AGENT

✅ I can:
  • See asynchronous conversations in the discussion panel in push mode (in the same way real-time/synchronous chat conversations are being pushed)
  • See previous conversations history with visitors 
  • Snooze a conversation if it appears not to be finished or when the visitor is supposed to answer pending questions
  • Receive conversations which have been snoozed by myself or other agents:
    • when the visitor wrote a new message before the end of the snoozed period
    • when the snoozed period is over
  • In this case, a message is displayed within the conversation thread indicating that the conversation has been previously snoozed.
  • Transfer the conversation to an agent who is in the same routing groupe as I am, even she/he is not available
  • Transfer the conversation to a specific skill (that is to say to a different routing rule)

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❌ I cannot:
  • Give priority to third part messaging apps conversations from which visitors are online.