All leads' messages can be allocated by channels depending on theme or source of message:
- social media;
- auto or manual appointment of conversations by themes (for example: payments, documents).
Conversations which were initiated via email, social media and messenger can be appointed to channels automatically. All other kinds of conversations can be appointed manually or you can set your own segment as well.
Amount of channels and their purpose depends only on your company's business processes.
Are there any important clients for separate group of managers? All messages from such clients will immediately go to their channel. Sales and support department won't be confused in each others conversations.
Moreover, sometimes one needs to hide any kind of information from general use. In this case you can create a hidden channel and allow access for certain persons.
All conversations from all available channels will be shown in general channel.
All other conversations will be shown in channels which they are appointed to.
Notifications on channel icons
Number of unsorted messages. Number of unsorted messages will decrease as soon as operator will react to the conversation in any way: appoint an operator, reply or close. Such conversations require attention more than other.
Unanswered conversations notification. Unanswered conversation means that in such one the last message was from lead. How to remove it? It can be removed only by answering to a unanswered conversation or closing it.
Lock on a channel icon means that you do not have access to it, so you won't see any notifications from such channel. You can manually move the conversation to any channel (even if you do not have access to a particular channel).
Manual appointment of conversations to channels
In order to manually move a conversation to a particular channel you just need to open list of channels on the top panel of conversation box and choose it. The principle is the same as in assigning operator to a conversation. After transferring an unanswered conversation to another channel an unanswered conversation notification will appear on channel's icon.
Channels creating and configuring
You can go to channel settings in two ways: via settings section or by clicking on a plus button on the channels panel.
You can edit any existing channel by clicking on the pencil icon or create a new channel.
While creating a new channel choose it's type: "my channel" or automatic. In Email, Telegram or Facebook channels will automatically appear conversations which were send via particular source. Note that in order to make this system work you should configure integration.
You can set "my channel" to automatically receive conversations with any conditions of viewing particular pages or audience.
Name your channel and add operators to it. The first letters of it's name will be displayed on the icon of the channel. It will be locked for all operators which were not added to it.
Automatic assignment to "my channel"
You can set automatic assignment to your channel as well. Such configuration allows to define the type of lead's request and immediately transfer this conversation to a particular channel.
- Conversation start page.
You can use part of the address or the exact address of the page where the lead started the chat conversation. Distribution works according to OR principle.
Here you can select a segment of leads whose conversations should be transferred to this channel. You can use region, the latest UTM tags, transaction source, etc.
These conditions, audience and conversation start page works according to AND principle. In other words, lead must correspond to all filters.
To delete a channel you should click "Edit" and then "Delete" just next to save changes button. If you delete one of the channels all conversations from it will be automatically transferred to a general channel.