Introduction

SaleSmartly has a wealth of chat functions, and mastering them can help you effectively improve your reply efficiency.

This chapter will focus on the chat window.

Description

1. Process a single message (process visitors)

Now single messages support reply, recommended answers, adding to FAQ, translation, identifying visitor language, message withdrawal, @members and other functions.

Move the mouse pointer into the message to pop up executable operations.

1.1 Reply

Reply: Customer service can quote and reply to a single message, highlighting the response to a certain message, which is direct and fast and reduces misunderstandings.

1.2 Recommended answers

Recommended answers: The system can also match recommended answers and recommend answer methods based on the message content and the AI corpus to improve reply efficiency.

The AI corpus can customize related common questions and responses. When you click on the recommended answer, the answer will be automatically matched for you.

1.3 Add to FAQ

Add to FAQ: Customer service can also add user messages to FAQ during the reply process to help improve the AI corpus.

1.4 Translation function

Translation function: Single messages can also be translated directly.

1.5 Identify visitor language

Identify visitor language: Accurately identify visitor language to facilitate communication between merchants and visitors.

1.6 Message retraction

Message withdrawal: Cancel the successfully sent message within the specified time

Note: Chat plugins and WhatsApp support withdrawal.

1.7 @Member

@members: WhatsApp groups support @members.

2. Handle customer service messages

Customer service can also perform secondary processing on the messages they send, including withdrawing , quoting , adding scripts , and translating .

2.1 Withdrawal

By clicking "Withdraw" , customer service can withdraw the message they just sent to reduce misunderstandings caused by the reply.

2.2 References

Quote: Customer service staff can quote their own messages and attach new descriptions to help customers better understand the customer service staff's statement.

2.3 Adding scripts

Add scripts: Customer service staff can add their own messages to the script library and make quick replies in the next conversation.

3. Quick reply (send FAQ and common phrases)

When customer service replies to visitor messages, they can directly send answers to frequently asked questions using the pre-set answers in the AI corpus or common phrases in the talk library to improve response efficiency.

Talk library: You can create some scripts that customer service staff often use in daily conversations. The configured script library can be sent directly into the conversation to improve reply efficiency.

Corpus: refers to the [Robot-AI Corpus], in which common questions and corresponding answers can be created, and customer service can quickly respond to customers' questions.

Click the quick reply in the chat window > select the speech library/corpus > click send.

4. Recommended products

After the independent website merchant is bound to salesmartly, the customer service can send product cards to users in the chat interface and directly guide customers to place orders.

Note: This feature is currently only available for independent website merchants.

Click on the recommended product in the chat window > click send.

5. Send email

Salesmartly supports replying to visitor's messages via email.

• When a visitor uses email to inquire about relevant information or is offline but the merchant has the visitor's email information, the merchant can reply to the message by email.

• If the merchant does not have visitor email information, you can go to [ Integration - Chat Plugin ] to enter the create/edit plugin. By setting up the pre-chat survey/offline information retention function, you can collect the user's email information, so you can use email to reply to the user's message in the chat box.

6. Invitation for evaluation

In the chat interface, customer service can send an invitation to users to make an evaluation . After receiving the evaluation invitation, the customer can give a score and an evaluation.

After the user has completed the evaluation, the user's evaluation details can be viewed in [ Client-Session Management ].

7. Messenger message label

Messenger message tags : When a conversation in Messenger exceeds 7 days, when the customer service enters a message in the chat box, they need to select tags related to the content to send it together.

7.1 Confirming event updates

Send reminders or updates to users who have registered for an event (e.g., RSVP, purchased tickets). Can be used for both upcoming and ongoing events:

• Send reminders to users of scheduled upcoming classes, appointments, or events.

• Confirm that the user has made an appointment or attended an event or appointment for which he/she has accepted an invitation.

• Notify users of transportation or travel schedule news, such as arrivals, cancellations, baggage delays, or other status changes.

7.2 After-sales update

Notify users of updates on recent purchases, used to

• Transaction confirmation, such as a statement or receipt

• Notification of delivery status, such as goods in transit, shipped, delivered or delayed

• Changes related to orders you have placed, such as credit card declines, out-of-stock items, or other order updates that require action by you

7.3 Account updates

To notify users of non-periodic changes to their applications or accounts, for:

• Application status changes (e.g., credit card, position)

• Notifications of suspicious activity (e.g., fraud alerts), etc..

8. Search chat messages

You can click the [Search Chat Information] button in the upper right corner of the conversation to retrieve previous text, pictures, videos, and attachments in the conversation.

Text information needs to be searched by inputting keywords, and pictures, videos and attachments can be displayed directly.

9. Send WhatsApp personal number and business card

In the reply box of the WhatsApp channel, you can directly send WhatsApp contact business cards.

Click [Send Contact] and enter the name and phone number in the pop-up window to send the business card information.