Conversation Cases and Statuses

Omnichat's Conversation 2.0 enhances your communication workflow with a redesigned status panel on the left side of your page.

With this improvement, we aim to simplify and streamline your communication workflows. Conversation 2.0 makes it easier to:

• Manage Conversations: Quickly access and handle interactions.

• Filter Conversations: Narrow down your view to specific channels, cases. or even your teammates' cases.

• Search for Interactions: Find specific conversations efficiently.

Key Functionalities:

• Search Functionality (Magnifying Glass Icon): Located at the top right corner, this allows you to search for conversations using various criteria, including:

  • Customer details (name, phone number, email)

  • Keywords within messages

  • Tags assigned to the conversation

  

Improvement Note: In Conversations 2.0, we have separated the search feature by customer and by teammate for easier viewing.

• Channel Filtering (Dropdown Menu): Situated next to "All Cases," this dropdown menu allows you to filter conversations by the channel they originated from (e.g., Live Chat, WhatsApp). This facilitates easier management and contextual understanding of conversations within specific channels. The default option, "All Cases," displays conversations across all integrated channels.

• Conversation Statuses: Statuses are displayed alongside conversation threads, providing a quick overview of the current stage of each customer interaction. Here's a breakdown:

  • Open (Live Chat): A new live chat conversation requiring immediate attention.

  • Open (Chatbot): A conversation where the customer interacted with your chatbot. Might require live agent intervention if the chatbot cannot fully address the inquiry.

  • By default, if you have a Chatbot or a Keyword Auto Reply rule set up, messages will be routed to the "Chatbot" category. Otherwise, the conversations will go to Live Chat.

  • Please be notified that conversations which are supposedly routed to Chatbot will be routed to “Live Chat” under the following circumstances:

    • The contact requests “Live Chat” in the bot selection or the agent takes over the conversation.

    • The contact's message does not match any keywords.

To understand the dynamics of each status, please refer to Conversation Statuses.

To set up Keyword Autoreply, please refer to Keyword Autoreply.

To set up a Chatbot, please refer to Bot Builder (DIY Chatbot).

• Progress (My Cases or Teammate Cases): A conversation being actively followed up on by you or a team member (via live chat, reopened chat, or automatic assignment).

• Closed (My Cases or Teammate Cases): A conversation resolved and concluded by you or a team member.

Additional Note (For WhatsApp Only): The status panel on the left also allows you to add WhatsApp contacts directly from the Conversation Module and initiate conversations using Message Templates.

Extra Actions with Buttons:

With Conversation 1.0, you could pin conversations, adjust the message font, and assign conversations to colleagues. However, these buttons were scattered around the module, creating a cluttered experience. In Conversation 2.0, we’ve improved the User Interface by placing all these buttons in the top right panel for a cleaner and more accessible interface.

Transferring Conversations:

1. Now, you can transfer conversations just by clicking on the avatar icon on the top right panel.

   
2. A pop-up window will appear with the rest of the members in the platform. Click "Transfer" when you have found the teammate to whom you would like to transfer the conversation to. Click "Confirm" to confirm the transfer.

Following up a teammate's conversation.

1. In "Teammate Cases", go to Progress.

   
2. Select the conversation which you will need to follow up on, then click on the avatar icon. Once the window pops up, click "Follow up".

   
3. Click "Confirm" to confirm that you will take over the case.

   

Pinned Conversations

Only conversations in "My Cases" can be pinned!

1. Pin important conversations by clicking on the pin icon next to the avatar icon on the top right panel.

   
2. Once you have pinned a conversation, it will stay at the top. Conversations are sorted based on the time of the last message.

   
3. When the conversation has become a Closed case, or has been transferred to another teammate, the pinned status will disappear.

   

   Pinned status disappeared after conversation is closed

Closing a Conversation

1. Click on Close Cases (the tick icon on the top right panel) to close conversations.

   
2. Your conversations will be removed from the "Progress" inbox to the "Closed" inbox.

Cases Log

1. Understand the events happening in your conversations by clicking on the Cases Log icon.

   
2. A window wlll pop up and you will see the timestamp and events happening during the course of the conversation.

   

Hide Customer Information

1. By clicking on the eye icon, you can hide your customer information and expand the messaging panel.

   

Adjusting Conversation Font

1. Click on the Conversation Settings icon (located on the far right) to set your conversation font size.

   

Next, we will look further into the messaging layout and how we can manage our conversations effectively. Let's go!