Quickly Retrieve Session and Customer Information

Introduction

Knowing how to quickly search for your customers or conversations in [Chat] is very helpful for improving the chat order rate and response efficiency. This article will mainly introduce the functions of filtering and searching conversations and customers in the [Chat] module.

 

Search and Filter Conversations

1. How to Search and Filter Customers

You can filter and search for conversations/customers in the upper left navigation bar, which will double your search efficiency in actual work.

2. View basic session information

2.1 Session status description

2.2 Basic session information display

You can view the basic information of the current session in the session display column to facilitate your subsequent session reference.

2.3 Setting basic session information

When the session list setting is turned on to show contact tags , the contact tags in the visitor information bar will be synchronized to the session list.

When the conversation list setting is turned on to show the remark name first , the visitor's note name will be displayed in the conversation list.

3. Chat list annotation

3.1 Marking a read conversation as unread

By marking the chats hosted by the robot and in the assigned list as unread, merchants can be reminded of which chats have not been responded to, making it easier for merchants to deal with unread chats later! Similarly, unread chats can also be marked as read. When there are many chats that need to be marked, merchants can also mark them in batches.

3.2 Batch Selection

You can perform batch operations such as ending sessions,session assignmant, unread/read, hosting settings , etc.

3.3 Top session

Each customer service representative can pin some of the conversations they are responsible for to the top, so that they can respond to key customer conversations in a timely manner. Administrators can pin other customer service representatives' conversations to the top.

Note: Ordinary members can only pin their conversations, while administrators can pin other members' conversations.

Click ... on the right side of the conversation > click Pin 

4. View: Create Custom Work Groups

The view list is used for custom group management of messages. Users can create customer message groups according to their needs, so that users can locate conversations more accurately and quickly.

What is a view? You can add different filter conditions below and save the selected filter conditions as a view. Customers who meet the filter conditions will appear in this view, making it easier for you to process your work quickly. Once a view is created, it will be visible only to you and others cannot edit or delete your view.

4.1 Create a view

On the left side of the chat box of [Inbox] is the view bar. Click [Create View] and a pop-up window will pop up to create a list. Enter [View Name], add Filter Criteria and click OK.

Filter by:

(1) Visitor tags: You can filter based on the visitor tags set for the customer.

(2) Last reply time: You can filter by the period when the customer last replied.

You can choose one or both of the filtering conditions. Click [Or]/[And] in the red box in the figure below to switch.

 

 

4.2 Edit view

If you need to change the filtering conditions of a group, you can move the mouse to the group, and then a three-dot icon will appear on the right. Click it and select [Edit ].

The system will pop up an [Edit View] pop-up window, just make changes on it and click [Ok].

 

4.3 Deleting a view

If you need to delete the group, you can move the mouse to the group, and then a three-dot icon will appear on the right. Click it and select [Delete ].

The system will pop up a second confirmation window. Click [Sure] to successfully delete it.

 

4.4 Hiding views

If you do not need to use the view (custom grouping) function, you can choose to hide the view column.

Move the mouse to the layout icon on the right side of the view,and two options will appear: [Show icons only] and [Hide Group].

(1) Show icons only

The view bar will become a logo with only the first letter of the group name. You can directly click the logo to select the group.

Click the layout icon above to restore the page before hiding.

 

(2) Hide Group

Completely hide the view bar. If you want to select a group, you can move the mouse to the layout icon to display the group.

Click the layout icon to restore the page before hiding.