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Functional scope, BETA asynchronous chat

 

iAdvize now offers you a new way to engage with online visitors: asynchronous messaging. The beta version is now available.
 
This article intends to provide a clear overview of the functional scope offered by the first version of our asynchronous chat solution. 
 
The following articles will give you more information in this respect:
FAQ
 
 

AS AN ADMIN

1/ Configuring iAdvize’s asynchronous chat

 
✅ I can:
  • On the iAdvize platform:
    • Continue to choose when to display the chat button using a targeting strategy.
    • Set up bots to start conversations, qualify them and then escalate them to human agents whose routing rules are configured for asynchronous chat.
  • Ask the iAdvize team to help me:
    • Receive messages from visitors and send them to a waiting list of my choice among the waiting lists associated with each routing group.
    • Define the limited number of conversations that can be sent to the waiting list associated with each routing group. 
    • Personalize the automatic message sent to visitors:
      "👋Hi there! Leave us a message and we'll get back to you as soon as possible. If you don't have a quick reply, come back later, the team typically replies in a few hours!
 
i.e. I can ask to receive up to 50 conversations transferred to the waiting list associated with my routing group entitled "PRO - TV".
 
 
❌ I can't:
  • Define a number of available slots for each agent to handle asynchronous conversations.
  • Choose to show your agents' average response time or their position in the waiting list to visitors.
  • Implement asynchronous settings (define routing rules, the limited number of conversations that can be sent to a waiting list, snooze period) from the admin panel. Throughout the beta phase, I must contact the iAdvize teams to update my asynchronous settings.
  

 2/ Supervision & reports

 
✅ I can:
  • See the number of snoozed conversations in real-time - Production Report
  • See the number of snoozed conversations for each routing group in real-time - Production Report
  • See the number of snoozed conversations in real-time - Production report
  • See the number of conversations closed throughout the day in real-time - Production report
  • See which agents are logged in to the platform - Production report
  • See the number of conversations closed over the period - Conversations Report
  • See the list of conversations closed over the period - Conversations Report
  • See the median waiting time for conversations handled over the period - Customer Experience Report
  • See the median resolution time of conversations handled over the period (waiting time included) - Customer Experience Report
  • See the average handling time (the average time during which a conversation has been open on an agent's conversation panel) - Contacts - Activity Report & Contacts - Responsiveness Report

❌ I can't (available in July 2019):

  • See the number of snoozed conversations for each routing group in real-time - Production Report
  • See the maximum waiting time for each routing group in real-time - Production Report

 I can't: 

  • See the number of conversations currently being handled in real-time 
  • See the performance of agents logged in to the platform
  • See the number and percentage of transfers (for each agent, group, etc.)

 

 AS A PROFESSIONAL CUSTOMER SERVICE AGENT

 

✅ I can:
  • See asynchronous conversations arrive on my conversation panel in push mode (just like real-time conversations do). I get notified that it is an asynchronous conversation via the information panel accessible from the chat box.
  • Rapidly notice if visitors are still online on the brand's website or if they are offline thanks to a little dot displayed on the status boxes.
  • See past conversations the brand has had with the visitor displayed in the conversation thread. 
  • Snooze a conversation for 5* hours if I think the conversation is not over yet and the visitor still needs to answer some of my messages. (*you can choose the duration)
  • Receive conversations which have been previously snoozed by either myself or other professional customer service agents:
    • when the visitor has sent a new message before the end of the snooze period.
    • when the 5-hour snooze period is over.
       
      In such cases, a message appears in the conversation thread to inform me that the conversation has previously been snoozed.
  • Handle asynchronous conversations just like I handle real-time conversations, that is to say, use the following features:
    • sending images, links, offers, files and emojis
    • using Mirroring and Co-browsing
    • using the translation tool
    • using canned answers
    • blocking a visitor
    • tagging a conversation when ending it
    • transferring a conversation to another agent, even if this agent is unavailable (feature available by mid-July)
 
❌ I can't:
  • Prioritize messages sent by visitors which are now available online
  • Open the page which visitors are currently looking at if they are no longer on the brand's website
  • View my visitors' browsing if they have left the brand's website
  • Tag an active conversation

 

AS A VISITOR

 
✅ I can:
  • Start a conversation on the brand's website even if no agents are available to answer me in real-time. 
  • Receive an answer in real-time if an agent is available to handle my request. 
  • See the following message as soon as the chat box opens:
    “👋 Hi there! Leave us a message and we'll get back back to you as soon as possible. If you don't have a quick reply, come back later, the team typically replies in a few hours!
 
  • Minimize the chat box after sending my message (minimized state), continue browsing on the website and see a dot displaying the number of new messages the agent sent me.
  • Leave the brand's website after sending my message, come back (a few hours, days, etc.) later and find out that I received an answer thanks to a dot displaying the number of new messages sent by the agent on the minimized chat box.
  • Find my conversation history in the chat box.
  • Complete the satisfaction survey at the end of a conversation (the new CSAT/NPS surveys included).
  • Get notified by email when I receive an answer to my previous messages (feature available by mid-July).
 
❌ I can't
  • End a conversation.
  • Retrieve my conversation history switching from one device to another if I am NOT logged into my account.
  • Receive a text message notification when I receive an answer from an agent. 

 

To be determined with beta testers

  • Choosing the duration of the snooze period: should we keep the 5-hour period? Beta testers will be able to change this time period according to their needs.  

  

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