Session Management

1. Introduction

Optimize customer service quality with Session Tag Management. Monitor live and archived conversations, conduct audits, and refine support strategies by reviewing chat history, scoring interactions, and managing session tags.

 

2. Key Features

2.1. Monitor session

When a session is manually accessed, [ Session Management ] will generate a new record.

In this module, you can view all session-related data, including active sessions, historical conversations, ended sessions, unallocated, and robot.You can also access detailed information for each session, including the contact name, session ID, assigned agent, social media channel, visitor tags, notes, session tags, customer rating, total number of messages, number of visitor messages, number of agent messages, first response time, and reception time, helping you quickly gain a complete overview of every conversation.

Active sessions: Messages exchanged within the last 7 days. 

Historical Conversations:  Inactive sessions older than 7 days (not manually closed).

When a session ends, the session will be transferred to the Session ended . Multiple records will be generated when the same visitor visits and ends the session multiple times.

The customer service supervisor can evaluate ended chats, assign quality scores, and add feedback to improve agent performance.

2.2. Screening sessions

2.3. Export session details

If you want to export session information, click Batch operations-Export to export the selected session records or the most latest 10,000 records.

2.4. View details of a single session

Click the user's name to view the session details page and make quality inspection scores and quality inspection notes.

The quality inspection score and quality inspection notes are only for the conversation in the current record. In addition, you can also view the customer data,session imformation,customer ratings,customer feedback,quality inspection scoring and other information, and you can also talk back with the user.

2.5. Session tag management

You can also manage session tags by adding, editing, deleting, etc. SaleSmartly supports adding three-level tag hierarchy.

For a more detailed introduction to session tag management, please learn more in the session tag management documentation.

2.6. Support search of chat history

In [ Session Management - Search Chat Content ], you can hunt messages by keyword (contact or session scope). Identify banned words or target customers efficiently. (Requires admin permissions for access.)

Merchants can use chat keywords to quickly find target customers. At the same time, they can also search whether customer service has sent banned words to achieve chat quality inspection. 

Frequently asked questions

1. Why can't I find the chat records in the session management?

Please note that session records of different statuses will be assigned to different session lists. Sessions generated by [ Chat ] (including assigned, unassigned, and robot) will generate session records in real-time in the session management. For example, ended sessions will be classified into the Session ended  list, and you can view them in the corresponding list according to the status of your session.