The Conversation View in ChatGen provides users with all the information they need about who they’re chatting with and the history of the conversation. This will help with the conversation, allowing you to resolve things faster.
Conversations can come from any of the following sources:
Conversion Landing Page
Open: A conversation is labeled as 'open' if the visitor query or need is yet to be revolved
Closed: A conversation is labeled as ‘closed’ by an agent or admin if the visitor’s query is resolved. Also, the conversations can be auto-closed, which further depends on the settings, for the conversations that are left unfinished.
Missed: A conversation will be labeled as ‘missed’ only if it is routed to an agent and he fails to respond in the first 2 minutes.
This is the inbox view, where you can see all the conversations that have taken place/are taking place through ChatGen.
The “You” view shows all the conversations that have been routed to you, and that you are a part of.
This view shows all the other conversations that your agents are having on the platform. This view is only accessible if you’re an admin of the account.
The number next to both ‘You’ and ‘All’ represents the conversations that are currently open.
The search button is located to the right of the word “Inbox”.
You can search either by the name of the visitor or the name of the agent. You can also type in any keywords from the conversations and search your conversation history based on that. This is especially useful if you’re looking to examine the frequency of particular queries and analyze related trends.
Custom filters are another good way to filter out conversations.
Here’s a list of all the filters you can apply:
This allows you to filter conversations by time — today, yesterday, last 7 days, last month, and so on.
This filter allows you to choose the agent whose conversations you want to see.
Conversations are tagged by agents based on the nature of these conversations. Every company can customize their tags based on their process and the nature of their business. The tag filter allows you to search for all conversations which have these common tags.
This allows you to filter conversations based on where they’re coming from — website widget, Conversion Landing Page (CLP), Facebook messenger, or Whatsapp.
This helps you filter based on whether the conversation is open, closed, or has been missed.
Within a filter, if you have more than one option selected, you will see conversations with any one of the options. Between filters, on the other hand, the ‘and’ condition will apply.
You add an agent in the filter, ‘Kristen Teary’ the conversations involving her will show up.
Let’s say you now add other filters:
1. Should have ‘new tag”
2. The conversation should include agent ‘Kristen Teary’
3. Status must be ‘closed’
The results will show conversations that have a new tag, agent, and have conversations that have been closed.
The Chat list is the list of conversations that you can view in the Conversation view. Here are some of the main functions you can perform here:
You can sort the messages in descending or ascending order. Click on Oldest to see the oldest messages first and newest to see the newest messages first.
The conversations are listed fifteen at a time in the chat list. You can always click on “Load More” to list another 15 conversations.
This status on the top right-hand corner tells you whether a conversation is open, closed or missed. Missed conversations are those that the agents weren’t available to respond to.
On the bottom right-hand corner, you can see where the conversation has come from — website widget, Facebook messenger, Whatsapp or Conversion Landing Page.
This is the window where the actual conversation takes place.
At the top of the live conversation window you can see the following:
Location — City, Country information captures the IP address of the visitor
Channel — Whatsapp, Facebook messenger, Widget (website), CLP
When you look at the bottom of the live conversation window, you will be able to see the following:
The bottom left button once again shows the status of the conversation — whether it’s open, closed, or missed. Agent or Admin can change the status as per the conversation
Next to the status, you can find the Tags button. Define different tags (sales, support, Product1, etc) based on the nature of your business and your internal processes. The agents can add these tags to the conversation which will help them sort and filter it later.
Agents can create a short-hand for certain standard replies. This reduces the response time drastically. When they need to type the standard reply, they can just use the saved reply by typing "/" and then the short-hand. For more information refer saved replies section
This allows you to attach any relevant images or files to help the visitor more effectively.
This allows the agent to send any integrated calendar to the visitor, and the visitor can make an appointment accordingly in the chat
The sidebar gives you a more detailed understanding of who you’re having the conversation with.
CQL (Conversation Qualified Lead)
This is a star-based rating system. When you build your conversation flows, you can give different flows a different CQL. This will give the agent an idea about whether this is a person who is a potential buyer of the product.
Page visits give you a complete history of all the pages that a user has seen. This also gives you a better insight into how interested they are in the product and how much information they are already likely to have.
Some of these have to be input manually by the visitor while others (like location) can be automatically captured. These give you more details about the visitor and are further divided into:
Standard attributes like Name, Email, Phone, and Location
You can set these up for your company based on the nature of your business and the kind of information you’re looking for to capture from the visitor during the conversation.
For more details on custom attributes, please check here
Full contact profile
This button takes you to the leads page where all the UTM attributes, custom attributes, and Geo IP attributes are stored. There is also an activity timeline that shows all the activities that have taken place with respect to this user.
The person who is currently participating in the conversation with the visitor can invite teammates or other Agents to be a part of the conversation. This helps if a request needs to be escalated or if a particular agent has some specialized information.