This guide is for the users (agents) of Conversations Inbox. If you're an admin, please check out this guide.
What are key features of tyntec Conversations Inbox?
Here are key features you can access right from the Conversations Inbox toolbox:
Send and reply to digital messaging channels such as SMS, WhatsApp and Viber, all communications from a single dashboard.
Add contacts and lists within the tool or access/sync with CRM for customer data.
Scale faster while freeing up agent’s time by setting up Auto Replies and Quick Replies.
Empower agents to assign cases to other agents, teams, or bots for faster, better handling.
Connect as many bots as you need to provide self-service for your customers.
Improve performance by using instant KPI reports within the tool itself.
Personalize your profile with first name, last name, change the colour of your icon, or upload your own photo.
1. Click Upload photo to change your current profile picture.
2. Click Change colour to change your current profile colour.
3. Fill in a new First name and Last name if you want to change it.
In Conversations you can find all conversations you had with your customers via all the channels you have connected to your account. The Conversations Inbox allows you to initiate a conversation with your customers or reply to customer-initiated messages.
We divide the Conversations into 5 categories:
All new conversations land in your ‘Inbox’, which is visible to all your support agents. An agent just needs to pick a conversation and reply to it.
Conversations that are specifically assigned to you will be shown in Yours, until you close the conversation.
Any agent can access all messages in Open to check which conversations are currently active. This enables collaboration among agents as they can quickly pick the conversations to handle from Open conversations.
All ongoing conversations between your chatbot(s) and customers will be shown here. An agent can always check to see if an intervention by the agent is required.
Here you will find all conversations that were closed either by one of your support agents or automatically closed by your chatbot.
TIP: After selecting a conversation, you can directly answer the customer, add templates, save contacts and much more.
TIP: You can use a text filter (Search chats) to find agents.
Popular features in Conversations and Chat
Within Conversations and Chat you can use these powerful features:
Conversations Inbox can also send emojis to personalize conversations between your support team and customers. Click the emoji on the left of the input field to open the emoji menu. Select an emoji and complete your message.
Depending on the channel you use, you can also send attachments, like recorded audio messages, PDFs, and more. Just select the ‘paper-clip’ icon inside the input field to upload a file.
You can select a previously created Quick Reply [anchor to quick replies topic] to respond in a conversation. Select the Quick Reply icon or type a backslash ‘/’ to open the quick reply menu. Select the Quick Reply you want to send.
You can also create your own notes for a contact. Chat notes will improve the efficiency of your work by having your notes always connected to the specific agent or team you select.
1.Click More on the top right corner of the window.
2. Click Create note.
Use Search conversations to find your contacts and conversations. Simply type in what you are looking for and you will get results immediately. This is very useful if you have many conversations and contacts.You can find the text filter (Search conversations) above the conversations list.
You can also use various sorts (e.g.sort by longest waiting) by clicking the three-dot button that’s next to the search text filter.
Labels are an easy way to classify and prioritize a conversation with a customer. Every business can create its own labels with which to manage and mark conversations.
For example, you could create a label named ‘Urgent’ for conversations that should be prioritized by your agents. Another example could be to define the department with a label (e.g. ‘Sales’).
1. Click the Conversations tab.
2. Open any conversation with a customer.
3. Click the arrow underneath the customer name at the top of your screen.
4. Select Labels from the menu.
You can always de-select a label by following the same steps and selecting the label again.
Add new contacts from file:
1. Click People.
2. Click Add.
3. Select Import method.
4. Select a channel you want to import contacts to.
5. Click Next.
6. Select if you want to Update or Ignore existing contacts.
7. Select which Delimiter you prefer, Comma or Semicolon.
8. Select the CSV file you want to import.
9. Click Import.
In Agents, you can see all the fellow agents in your organization using Conversations Inbox.
You can search agents with text filters or sort them by availability, last seen, or role.
Agents can be assigned to teams to efficiently distribute the work to the department. Agents who have administrator privileges have their own icon next to their name. This can be useful if you need to make system modifications, password resets, and more.
Teams are an easy and flexible way to organize your agents. Each team can be assigned an email address, so your team doesn’t miss out on important notifications.
Businesses use Teams to reflect the organization of larger customer support teams. For example, a company with specialists for certain topics can create a team to handle incoming customer questions better, by assigning a conversation to a dedicated team.
Or, businesses with customer support agents for different countries and languages can create a team to differentiate incoming customer questions by region or language.
In Team you can find detailed information about your team:
1. Overview information.
2. Agents assigned to the team.
3. Channels assigned to the team.