Chat Menu
The Chat Menu is the central hub of the Supsis platform, designed to centralize messages from various platforms like WhatsApp, Messenger, and LinkedIn. It provides an efficient interface for managing, tracking, and redirecting customer interactions, ensuring that all communications are handled professionally and promptly.
TAB (Live) Menu
The TAB (Live) Menu provides real-time monitoring of active conversations and team status.
Active Conversations
- Live Chat Monitoring: View all currently active conversations
- Real-Time Updates: See new messages as they arrive
- Conversation Status: Monitor the status of each chat
- Customer Information: Access customer details and history
Agent Chat Counts
- Individual Counts: See how many chats each agent is handling
- Team Overview: Monitor overall team workload
- Load Balancing: Ensure even distribution of chats
- Performance Tracking: Track agent productivity
Live Monitoring
- Real-Time Status: Monitor all conversations in real-time
- Queue Management: View waiting customers
- Team Availability: See which agents are online/offline
- System Health: Monitor platform performance
Message View Customization Filter
The Message View Customization Filter allows agents to organize and view conversations according to their specific needs and preferences.
Filtering Options
- Custom Criteria: Create personalized filters
- Live Support: Filter for live support conversations
- My Contacts: View assigned customer conversations
- Active Inbox: See all active conversations
- My Interactions: View personal conversation history
- All Contacts: Access complete customer database
- Active + Queued: View both active and waiting conversations
- Unassigned: See conversations not yet assigned to agents
- Missed Yesterday: Review conversations missed the previous day
- Unanswered: View conversations without responses
Sorting Options
- Last Message: Sort by most recent message
- New Chats: Prioritize new conversations
- Old Chats: View older conversations
- Priority Level: Sort by conversation priority
Grouping Options
- By Agent: Group conversations by assigned agent
- By Department: Organize by department
- By Channel: Group by communication channel
- By Platform: Organize by platform (WhatsApp, Messenger, etc.)
- By Website: Group by website source
- By Tag: Organize by conversation tags
- By Response Status: Group by response status
- By Owner: Organize by conversation owner
Basic Information About Chat Session
Understanding the basic information about each chat session is crucial for providing effective customer service.
Communication Channel
- Platform Identification: Know which platform the customer is using
- Channel Details: Understand the specific channel within the platform
- Integration Status: Verify the connection status
- Message History: Access previous conversations
Contact Name
- Customer Identification: Know who you're communicating with
- Contact Information: Access customer details
- Previous Interactions: Review past conversations
- Customer Preferences: Understand customer communication preferences
Session Duration
- Time Tracking: Monitor how long the conversation has been active
- Response Time: Track response times
- Efficiency Metrics: Measure conversation efficiency
- Performance Analysis: Analyze conversation performance
Agents in Conversation
- Team Members: See which agents are involved
- Role Assignment: Understand each agent's role
- Collaboration: Facilitate team collaboration
- Handover Process: Manage conversation transfers
System Information and Shortcuts
The system provides essential information and shortcuts to help agents work more efficiently.
Chatbot Session Tracking
- Bot Interactions: Monitor chatbot conversations
- Session Status: Track chatbot session status
- Handover Points: Identify when to transfer to human agents
- Bot Performance: Analyze chatbot effectiveness
Storage Tracking
- File Management: Track shared files and documents
- Storage Usage: Monitor storage consumption
- File Access: Control file access permissions
- Backup Status: Ensure data backup
Server Connection Status
- Connection Health: Monitor server connectivity
- Performance Metrics: Track system performance
- Error Monitoring: Identify and resolve issues
- System Alerts: Receive important system notifications
Platform Shortcuts
- Instagram Shortcuts: Quick access to Instagram features
- Messenger Shortcuts: Fast access to Messenger tools
- WhatsApp Shortcuts: Quick WhatsApp functionality
- LinkedIn Shortcuts: Fast LinkedIn access
Chat Actions
Chat Actions provide agents with tools to manage conversations effectively.
Message Management
- Send Messages: Compose and send responses
- Edit Messages: Modify sent messages when possible
- Delete Messages: Remove inappropriate messages
- Forward Messages: Share messages with team members
Conversation Control
- Start Chat: Initiate new conversations
- End Chat: Close conversations professionally
- Transfer Chat: Move conversations to other agents
- Hold Chat: Pause conversations temporarily
File Sharing
- Upload Files: Share documents and images
- Download Files: Access shared files
- File Preview: View files without downloading
- File Management: Organize shared files
In-Chat Options
In-Chat Options provide additional tools and features for managing conversations.
Communication Tools
- Voice Messages: Send voice recordings
- Video Calls: Initiate video conversations
- Screen Sharing: Share screens for support
- File Transfer: Send and receive files
Customer Management
- Customer Profile: Access customer information
- Order History: View customer purchase history
- Support Tickets: Manage support requests
- Customer Notes: Add personal notes about customers
Team Collaboration
- Internal Notes: Add notes for team members
- Agent Handover: Transfer conversations to other agents
- Team Consultation: Seek help from colleagues
- Escalation: Escalate complex issues
Chat Session Details and Shortcuts
Understanding chat session details and utilizing shortcuts can significantly improve efficiency.
Session Information
- Session ID: Unique identifier for each conversation
- Start Time: When the conversation began
- Last Activity: Most recent interaction
- Session Status: Current state of the conversation
Quick Actions
- Quick Responses: Use pre-written responses
- Template Messages: Apply message templates
- Auto-Responses: Set up automatic responses
- Quick Actions: Perform common tasks quickly
Navigation Shortcuts
- Keyboard Shortcuts: Use keyboard shortcuts for efficiency
- Menu Shortcuts: Quick access to menu items
- Action Shortcuts: Fast access to common actions
- Navigation Tools: Easy movement between conversations
Best Practices for Using the Chat Menu
Organization
- Use Filters: Organize conversations with filters
- Set Priorities: Prioritize important conversations
- Manage Workload: Balance your conversation load
- Stay Organized: Keep your workspace tidy
Communication
- Professional Tone: Maintain a professional tone
- Quick Responses: Respond to customers promptly
- Clear Information: Provide clear and accurate information
- Follow-Up: Ensure customer satisfaction
Efficiency
- Use Shortcuts: Learn and use keyboard shortcuts
- Template Messages: Utilize ready-made responses
- Team Collaboration: Work effectively with team members
- Continuous Learning: Improve your skills continuously
Troubleshooting Common Issues
Technical Problems
- Connection Issues: Check internet connection
- Performance Problems: Clear cache and restart
- Notification Issues: Verify notification settings
- Sync Problems: Check server connectivity
Getting Help
- Documentation: Review available guides
- Support Team: Contact technical support
- Community Forums: Seek help from other users
- Training Resources: Access learning materials
Conclusion
The Chat Menu is a powerful tool that centralizes all customer communications and provides agents with the tools they need to deliver excellent customer service. By understanding and effectively utilizing the TAB (Live) Menu, Message View Customization Filter, Basic Information About Chat Session, System Information and Shortcuts, Chat Actions, In-Chat Options, and Chat Session Details and Shortcuts, agents can work more efficiently and provide better customer experiences.
Regular practice and familiarity with these features will help agents become more proficient and confident in their roles, ultimately leading to improved customer satisfaction and business success.