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

You can check three conversation statuses: My Conversations, Bot-Managed Conversations, and Unassigned Conversations, allowing customer service agents to identify which visitors remain unassigned or in bot custody.Agents with the permission of View Other Agents' Conversations can also click to filter by the names of other serving agents in the All Conversations list to view their conversation details.

Unread:Displays all conversations with unread messages, including all customers being assisted by the bot and unassigned customers.

Awaiting reply:Displays conversations that have not yet been responded to.

One-on-one chat:Displays only one-to-one private conversations.

Group:Displays only group conversations.

Do Not Disturb:Displays conversations for which you have enabled the Do Not Disturb setting.

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 visitor labels , the visitor labels in the visitor information bar will be synchronized to the session list.

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

 

When the conversation list setting is turned on to display the social media account name , the visit conversation list will display the customer's social media account name.

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, reallocating, unread/read, switching hosting , 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 Conversation 

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.

4.1 Create a view

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

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.

The created group will be displayed in the view, and the position of the group can be changed directly by dragging.

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 View].

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

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 View].

The system will pop up a second confirmation window. Click [Delete View] 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 three horizontal bars on the right side of the view, and two options will appear: [Collapse to side display] and [Hide view].

(1) Fold to display sideways

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 three horizontal bars above to restore the page before hiding.

(2) Hide view

Completely hide the view bar. If you want to select a group, you can move the mouse to the three horizontal bars to display the group.

Click the three horizontal bars to restore the page before hiding.