Inbox（Old）
Omnichat integrates 1-to-1 conversations across communication channels including Facebook, WhatsApp, Instagram, LINE and website live chat.
Conversation status
Conversation status are divided into "Open", "Progress", and "Closed"
Open
When a new customer asks a question, it will be categorised as "Open" cases.
If the status is changed to "Closed", and the customer restarts the conversation, the status will return to "Open".
Progress
When an agent follows up an "Open" enquiry, the status will change to "Progress".
If the conversation is "Closed", the status will change to "Progress" once an agent "Reopen This Case".
Closed
The status will change to ‘Closed’ when the agent completes the follow-up and presses "✓Close Cases".
Open
"Open" cases are divided into "Livechat" and "Chatbot".
All conversations require agents to follow up via “Livechat".
By default, “Chatbot” will handle customer enquiries first. The conversation will be followed up by agents via “Livechat” under the following circumstances:
1. The customer requests “Livechat” or the customer service agent takes over the conversation.
2. The customer message does not match any keywords. For the setting of Keyword Autoreply, please refer to Keyword Autoreply.
For the setting of Chatbot, please refer to Bot Builder (DIY Chatbot).
Progress / Closed
Progress / Closed status are divided into "My Cases" and "Team Cases".
All conversations followed up by the current logged in user
All other conversations followed up by other teammates
Filter Conversations
Click “All Cases” at the top left corner to view all integrated channels. Click one of the channels in the drop-down menu, then only the cases of that channel will be shown.
Search Conversations
You can search the conversations by category.
Users can search the conversations by "Tags" created before.
Manage Conversations
✓ Invite teammates to follow up
Progress > My Cases, you can click Transfer to pass the conversation to another teammate in the right column. Then, the conversation will be transferred to the invited teammate's "My Cases".
✓ Take over the conversation from other teammates
Team Cases > Progress, you can click Follow Up to continue this conversation by yourself. Then, the conversation will be transferred to "My Cases".
✓ Close Cases after following up
Progress > Click "✔ Close Cases" on the top right corner to end the conversation.
✓ Team profile in conversation
Team profile will show 3 images when teammates take over conversations or the conversations stays in "Open" > "Chatbot" (If there are only 2 team members, it will show 2)
If conversation stays in "Open" > "Live Chat", it will only show one team profile
✓ Conversations will show customers' waiting time
When the customers wait for 30 mins, 1 hour, and 2 hours, the conversation list will show different styles
Conversations will be displayed by follow-up time
Follow-up time: New ➝ Old
Follow-up time: Old ➝ New
Conversations will be displayed by the status
When the conversation is overtime waiting: Long ➝ Short
When the conversation is unread: New ➝ Old
Review the closed cases
Select "Closed", you can review all the closed conversations.
Customer Information
After selecting the conversation, the customer information will display in the right column. You can put the customer's name, email and phone number. You can even add remarks and "Tag" the customer.
New Feature: Automatically input the original content when editing customer information.
Bind customers' social messaging accounts
After customers bind their social messaging accounts on the website, you can see Website live chat, FB Messenger, LINE, WhatsApp, and Instagram under their "Customer Information".
Webchat case: Display "Connect WhatsApp identity"
If a browser is connected to only one social commence identity, like WhatsApp above, the "Connected Contacts" column will only display "Official Website" when the guest leaves a message via WhatsApp
The orange highlight is on the left, the top one is the social commence identity case and the bottom one is the Webchat case
Connect Multi-social Commence
If the same browser is connected to two or above social commence identities (like Facebook & LINE), the "Connected Contacts" will display not only the "Official Website" but also the other social commence identities.
Customer Tag Management
Tutorial
Click "Add Tag" will show the tags the team used before
When you start typing, matching tags from record will be shown
Click "Enter" or the "＋" icon to create a new tag
Select the suitable tag on the list, the tag will be added immediately
Click the "-" icon to remove the tag
Repeat tagged: If you add an existing tag on the guest who already had , a reminder will pop up "Are you sure you want to paste this tag again, tag name and the number of times this tag will be increased
You can export CSV files by "Every log of tagging", including which channels and functions the tags are from.
Bulk Edit Conversations
There may be a lot of conversations generated by events. Omnichat supports the "Bulk Edit" feature so you can follow up or close several conversations.
Bulk Edit Tutorial
First, click the 3 dots next to the search icon and choose "Bulk Edit".
Then take the following steps:
Click the conversations that you want to bulk edit
Click the "O" on the left of "Bulk Actions" to select all conversations on the list
The number in brackets means the conversations you have selected (2 conversations are selected on the above)
Click "Bulk Edit" will bring up a drop-down menu to show the actions that you can execute
Click "✕" to end the Bulk Edit action
The status / cases which supports Bulk Edit
Open
✔
✔
✕
Progress
✕
✔
✕
Closed
✕
✕
✔
Last updated