Chat Session Details and Shortcuts
Customer General Information: You can click on the pin icon to view all general information about the customer. This allows you to quickly access important information about the customer and helps you manage your interaction with the customer more efficiently.
1-) Visitor Detail Section
You can access the details and basic information of the person you are chatting with from here. This section displays details such as the person's contact information and chat history.
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Customer Ownership: With this feature, you can assign the customer writing to you to the agent you have determined. Customer ownership assignment allows agents to manage customer requests and chats more efficiently. This way, each agent establishes a more customized and personal communication with the customers assigned to them.
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VIP CUSTOMER: The VIP customer option is a feature that highlights your important customers. With this option, you can pin your determined VIP customers to the top of the chat. This way, chats with these customers are always visible in the first row and become quickly accessible.
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Customer Name and Surname: You can keep personal information up to date by editing your customer's name and surname information. This allows you to establish more personal and professional communication with the customer and ensures that correct and up-to-date information is in your database.
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Customer Email: By entering your customer's email address, you can further strengthen their communication channels. Thanks to this field, you can provide quick feedback via email when communicating with the customer and collect all your communications in a central system.
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Department Assignment: You can select the department suitable for customer requests from the departments you have created and direct your customer to the right department. This ensures that customers are answered quickly and effectively by the right team and organizes your workflow.
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Customization: You can add special notes or additional information for each customer by customizing customer details. Thanks to this option, you can quickly access important information about your customer and provide a more personalized service.
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Channel Information: You can see which channel your customer is communicating through (e.g.: WhatsApp, Instagram, Web). This information helps you remember which platform you are communicating with the customer and helps you develop channel-specific strategies.
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Customer Language: You can overcome language barriers in communication by making adjustments according to your customer's language preference. This feature allows you to communicate more effectively with customers in different languages and increases customer satisfaction.
2-) User Values
You can see the details in the profile card belonging to the visitor from this section. Special information about the visitor is located on the profile card. To create profile card details, you can make settings by going to the "Settings > Visitor Profile Information" section. If you add the necessary data for you to this section, you can store data in the system, and later you can easily download this stored information by filtering as you wish through the conversation history.
3-) Notes
You can access the notes you have taken about the customer from here. By adding special notes for the customer, you can use this information in future communications and personalize customer relationships.
4-) Agent Details
You can see the information of the agent talking with the customer. Thanks to this feature, you can track which agent is communicating with which customer and provide agent change or support when necessary.
5-) Ready Content
You can quickly respond to customer requests by accessing ready content from here. You can communicate with the customer more efficiently and quickly by using the text templates you have created beforehand.
6-) Media and Documents
You can see the media files (images, videos) and documents shared in the chat from here. This allows you to examine the documents and images sent by the customer, so you can evaluate customer requests more accurately and quickly.
7-) Search Message
You can quickly find your old conversations by searching for a specific conversation in the chat. This feature helps you easily find information in past chats and allows you to provide more effective service.
8-) Meta Reference
If the customer came from Meta (Facebook/Instagram) ads, you can view this information here. This helps you analyze customer sources and allows you to better manage your marketing strategies.
9-) Flowlu
You can transfer the chat to the Flowlu platform. With Flowlu, you can manage customer interactions and processes more effectively and organize workflows.