Agent Details

The Chat Menu gathers all requests from your communication channels in one place, allowing you to easily track all customer interactions. Thanks to the advanced features offered by Supsis, you can bring all your conversations together in a single menu while also accessing many customization and filtering options that make management more efficient. This enables you to manage all customer requests quickly and effectively.

1.1-) Filter Options

You can quickly find the conversations you are looking for by filtering chats based on a specific date range, platform, channel, or agent. These filtering options allow you to manage the communication flow in a more organized way and help you work more efficiently by preventing time loss.

1.2-) TAB (Live Menu)

The chat menu provides a comprehensive table that visualizes all live interactions and past conversations. As an administrator, you can monitor the status of chats in real time and intervene when necessary to speed up processes. This feature makes it easier to control and manage all customer interactions from a central point.

1.3-) Easy Tracking

The Supsis chat menu allows you to customize all your communication requests according to your personal usage habits and needs, taking user behavior into account.

Since the Chat Menu is one of the areas where you will spend most of your time in the system, mastering all its features will make your Supsis usage more efficient.

2-) Team Chat

The Supsis AI Team Chat Module is designed to strengthen internal communication and increase collaboration. With this module, instant messaging and file sharing between team members can be easily carried out. You can create private chat groups based on individuals or departments. You can also easily access past messages and shared media in team conversations.

1-) Create New Groups

You can create new groups using the button marked with 1. You can add users registered in the Supsis system to these groups.

2-) All / Department / Group Messages

You can filter messages from team chat using this button.

All: Displays all team chat messages.
Department: Shows only messages from department groups. Departments are created automatically in the system. When you add a user to a department, they are automatically added to the department chat. Similarly, when you remove a user from a department, they are also removed from the department group.
Groups: You can track messages from the groups you have created here.

3-) Entire Team

A team group that includes all users is automatically created in team chat. When you add a user to the system, they are automatically added to the TEAM group; when removed, they are also removed from the TEAM group.

4-) Personal Notes

With this button, you can create personal notes that only you can see. These notes are ideal for quickly remembering tasks and important information. They are not visible to others and are specific to your user account.

5-) Department Chats

Provides access to chat areas automatically created for each department. In this area, members of a specific department can communicate only among themselves. For example, a chat dedicated to the "Customer Service" department can only be accessed by members of that department. Department-specific messages, project discussions, or important announcements can be shared here.

6-) Media and Documents

All media (images, videos, files) and documents sent in past conversations are archived here. This allows you to easily access files without having to scroll through the entire chat history.

7-) Users

If you are sending direct messages (DM) to users in a department or group, you can see the name of the user you are messaging here.

7.1. Send DM Message: You can send direct messages to users in a group or department using this button.

3-) Agent Profile and Notification Settings Customization

In this section, you can learn how to customize agent profile and notification settings. Notifications and profile details are specific to each agent, so each agent must make these adjustments through their own panel. By following the steps below, you can easily access agent settings and make the desired customizations according to your needs.

1-) Profile Settings

On the profile settings screen, you can customize the agent profile picture and username. These settings will be visible during interactions with your customers.

Profile:

1-) Customize Profile Picture:

Use this section to change your profile picture. Your profile picture will be visible in conversations with your customers and provides a professional identity during communication.

2-) Customize Username:

You can customize your username and then save it by clicking the "Update Username" button. This name will be visible to customers during interactions.

2-) Customize Notification Settings

With notification settings, you can follow incoming notifications with sound, assign different sounds based on notification types, and adjust notification levels.

1-) Notification Type:

Displays the notification type. From the card marked with "b" next to it, you can customize different notification sounds for different situations.

2-) Sound Selection by Notification Type:

Use this section if you want to assign different sounds for different situations. For example, different sounds can be assigned when a new visitor arrives or when a new message is received.

3-) Volume Level:

You can adjust the volume level of notifications, allowing each notification to play at different sound levels. This helps certain notifications stand out more than others.

4-) Loop Notification Sound When Assigned a Message:

When this option is enabled, the notification sound enters a loop when a new message session is assigned to the agent and continues until an action is taken in the Supsis panel.

5-) Enable/Disable Notifications:

You can manage your notifications by turning each notification type on or off. This way, you can enable only the notifications you need and disable unnecessary ones.

4-) Agent Statuses

Agent statuses allow representatives to define their availability and working conditions within the system. These statuses inform other team members and the system about the agent’s real-time state. Status changes indicate whether the agent is ready to receive chat assignments and, when necessary, can switch the agent to offline mode to prevent chat assignments. All statuses other than "Online" have the same effect—they block chat assignments. However, different options are provided to give more information about the agent’s response time and availability.