On the conversation's right side, you'll find details about the user, including their name, country, device, browser information, and the date and time of access, among other relevant details.
Priority
The "Priority Management" feature helps prioritize conversations based on urgency and importance, ensuring critical issues are promptly addressed by support agents and systems.
- Urgent Priority: Highest urgent issues requiring immediate attention.
- High Priority: Issues requiring immediate attention.
- Normal Priority: Issues to be addressed within a specific timeframe.
- Low Priority: Non-urgent inquiries that can be handled later.
Tags
Easily categorize specific users by adding tags. Efficiently organize your conversations on the left side by sorting them based on tags. This allows you to customize your workflow according to topics, urgency, or other criteria.
Tag by:
- Topic: "Order Issue," "Billing Inquiry," etc.
- Urgency: "High Priority," "Needs Follow-up," etc.
- User Type: "VIP Customer," "New User," etc.
- Any other relevant characteristic
How to create Tags
Note: Only the Inbox Seat owners can create tags.
- Navigate to the Settings tab.
- Go to Team Manager.
- Select "Inbox Tags".
- Click on "Add Tag".
- Give it a name and click "Save Changes".
Note: You can add up to 500 tags.
Edit Tags
In the Inbox Tags Settings tab, you can find all created tags, along with their creators and creation dates.
Renaming tags is easy, allowing for easier identification. Just click on the edit button to make changes.
Delete Tags
Remove unnecessary tags using the delete feature.
Attributes
You can manage the attributes from the conversation right from the Inbox tab, on the attributes section on the right-side panel.
It is possible to perform the following actions with attributes:
Update Attribute
Click on any attribute to view its information and update it if necessary.
Note: You can only update the user attributes you created. System attributes are automatically generated and managed by the chatbot platform.
Create New Attribute
- Navigate to the Bot Settings Tab.
- Go to Attributes.
- Select User Attributes.
- Click on +Add New Attribute.
- Configure the name and type.
To be able to see the value provided by the user, you should ask and save user Input to {{Phone}}, for example, using the Question: Phone flow
Newly created attributes will automatically appear in the list when the user enters data.
Edit Attribute
Edit attribute names if there are misspellings.
- Navigate to the Bot Settings Tab.
- Go to Attributes.
- Select User Attributes.
- Click on the attribute you want to edit.
- Edit the name as needed.
Note: You cannot edit the attribute type. If needed, you can archive the attribute and create a new one with the desired type.
Archive Attribute
By clicking on this icon, you can archive any attribute:
Modifying attributes from this section will update the user information for all users in the bot.
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