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For any conversation for which the routing rule is set up with a least 1 conversation in the queue:
- If they minimize the chatbox and remain on the brand website, they will see the chat box in a minimized state along with a red dot displaying the number of new messages received in real-time
- If they leave the brand website, visitors will get notified via e-mail whenever they receive a new reply from an agent. When they come back to the website, they will see an open chat box with the agent's latest replies.
- In both cases, visitors will be able to continue their conversation whenever they want but won't necessarily receive answers in real-time.
Visitors receive an e-mail notification when one of their conversations is snoozed or closed when the visitor is not anymore online. The e-mail notification contains the agents' replies to the last messages sent by visitors.
NB: Visitor’s e-mail address is used exclusively to notify him/her about an agent's reply or to send him/her the conversation history upon request.
Here are the elements you can find in the email notification :
- your brand name as sender name
- your logo
- the name of the agent who replied to the last messages sent by the visitor
- the last messages sent by both the visitor and the agent
- a link that allows the visitor to come back to your brand website and see an open chat box with the agent's latest replies. If agents end conversations right after sending their last messages, visitors can see a satisfaction survey.
N.B. Visitors can change or delete their e-mail address at any time (cf screenshot). They can also disable the sending of notifications from the chatbox settings panel.
- If visitors are not authenticated and hide their browsing history using the "Hide my history" feature via the chatbox settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chatbox.
- If visitors are not authenticated and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID) and their previous conversations will no longer be displayed on the chatbox.
- If visitors are authenticated (via an external ID) and hide their browsing history using the "Hide my history" feature via the chatbox settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chatbox.
- If visitors are authenticated (via an external ID) and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID). When a new conversation opens, if visitors are authenticated (via their external ID), they will find the history of their previous conversations.
The number of available slots in the queue has to be set up within the routing rules.
- the number is set to 0: there won't be any queue and it will work in a synchronous way: visitors will be engaged only if agents are available to answer in real-time.
- the number is greater or equal to 1: the queue will be enabled and it will work in an asynchronous way: visitors will be engaged only if there are available slots in the queue.
- => When 100 conversations have been assigned to the
- new conversations will be assigned to the "PRO PLATEAU 2" group until we reach 40 new conversations, and then, if this routing rule has reached its maximum number of conversations, new visitors won't be able to
Example with a 3 hours conversation:
The agent can also choose to reassign the conversation to himself/herself, i.e. have the conversation systematically reassigned to him/her when the visitor returned a new message or the snoozed expires.
This allows the visitor to continue the conversation with the same agent. However, be careful to check this box only if the agent thinks he or she will be available when the snoozed time is expired.
If it turns out that the agent is not available, the conversation will be reassigned to another agent in the same group after 24 hours. This is implemented to avoid a long waiting time for the visitors (this is also the case when a conversation is transferred to an unavailable agent).
N.B: Conversations pending and already assigned to a specific agent (out of snooze with reassignment, or transfer from one agent to another) will not block engagement. However, these conversations will still be considered as "pending" in the Production report.
i.e
-
- Respondent A <> Visitor
- Respondent A snoozes
- Respondent B <> Visitor
- Respondent B snoozes
- Transaction
- Respondent C <> Visitor
- Closing
=> Operator B gets the transaction
i.e
- Expert A <> Visitor
- Expert A snoozes
- Expert A <> Visitor
- Expert A forwards
- Expert B <> Visitor
- Expert B snoozes
- Transaction
- Expert B <> Visitor
- Closing
=> Expert B gets the transaction
conversation based missions (and not at the transaction):
Another example: for a 48-hour transaction delay on the site. The expert takes the conversation on a Monday, sends a message immediately, then pauses (snooze) the conversation for 1 week without adding any message. If a transaction takes place on Thursday, will it be attributed to him?
=> No, there is no attribution of the transaction, if there is more than 48h between the last message of the expert (or the agent) and the transaction of the visitor.
=> No, there is no attribution of the transaction, if there is more than 48h between the last message of the expert (or the agent) and the transaction of the visitor.
A new report to help you drive your asynchronous messaging strategy, the Production report
It will allow you to track the following indicators in real-time:
- the number of snoozed conversations
- snoozed conversations segmented by conversation queue
- snoozed conversations
- conversations closed throughout the day
- agents logged in to the platform
Following features will be gradually developed for the Production report:
- Active conversations (on the agents' conversation panel)
- A summary of your closed conversations' performance throughout the day
- the performance of agents logged in to the platform
⚠ This is an overview of the Production report's final version / the interface is subject to change.
In the meantime, you can always track your performance using the real-time supervision report.
4 new indicators added to the Customer Experience report
We provide you with 4 new indicators to help you manage your asynchronous messaging project:
- Customer satisfaction: This data allows you to measure the satisfaction you generate with iAdvize
- Net Promoter Score: This allows you to measure your ability to be recommended by your customers.
- First reply time: The first reply time is based only on the first "human" reply (Professional agents, expert...). It does not consider the reply from the bot.
- Resolution time: The median time elapsed between the first message sent by the visitor and the end of the conversation.
⚠ This is an overview of the Customer Experience Report / the interface is subject to change.
The number of closed conversations in your Conversations report
The Conversations report now displays the number of conversations closed over the given period of your choice.
Your indicators are about to change!
We will gradually enhance the indicators available in your reports to adapt them to asynchronous messaging. The definition of contact has changed:
- Contact: a contact begins when the conversation arrives on the agent's conversation panel and ends when it is transferred, snoozed or closed. There can be therefore an unlimited number of contacts in a conversation.
-
Conversation: a conversation begins when visitors send their first message and ends when closed.
The Customer Experience, Conversations and Production reports track conversations.
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