Priority Inbox helps agents respond to conversations starting from the top of their view, without having to think through and select which conversation needs attention.
It helps in maintaining a good average first response time and response time for your customers without agents and supervisors having to consciously look at the metric, assign or pick conversations.
It also highlights the time for which the conversations have been waiting, to add to a sense of urgency in responding to them.
Each business has a way of operation and the priority inbox or inbox with all conversations may change according to the needs of different businesses. The best option could be identified after trying out both approaches to handling the conversations.
Here are some tips to think about what may work well for you:
Priority Inbox helps when you have large volumes of real-time conversations and both agents and supervisors want to keep an active tab on how quickly they are responding to customers.
Businesses with low volumes of conversations (each agent handling less than 40 conversations in a day) and those with low concurrency of ongoing conversations may not need to use the priority inbox mode - though the supervisors may still want to use this mode to keep an eye out for the bad experience on the customer side.
It is team member specific and everyone will have to enable it individually.
To enable Priority Inbox, simply pick the first icon from the two on top of the conversation inbox
You can order them by First response due, Response due and No Response Due as well
Views give you a glimpse of all messages (new, assigned & resolved) in the Inbox.
How to use Views:
Click on the name of the view (by default - “Assigned to me” tab) which is accessible on the top left of the screen, on the left-hand pane.
A drop-down list of all pre-defined Views will appear.
Note: In case you are not a member of the Group to which the message has been mapped, you would not be able to pick it up.
When you have content on specific topics added as an FAQ articles in Freshchat you can directly share it with your customers in a conversation. You can make use of the insert FAQ option in the reply text editor and search for the FAQ or select it from the list of categories and click Send.
You can collaborate with other agents on a conversation and add private notes to keep other agents in the loop.
To do so,
You must have created groups before-hand for it to be displayed in the Assign to drop-down.
You can create a custom view and share it with your team. Just select the 'Share this view with team' checkbox.
Why create a shared view?
In case a conversation has been resolved, every agent will have access to previous messages and can learn what conversations have taken place previously. An admin can shadow her or his agent and understand who is working on what.
How to resolve a conversation?
Once a conversation is complete, simply click 'Resolve' to resolve it. Once you resolve a conversation, it’ll be visible in the Resolved conversations view.
How to reopen a conversation?
You can also reopen a resolved conversation if the need arises by clicking 'Reopen'.
Bulk Actions - How to resolve multiple conversations at once?
You can Select All or select multiple conversations and resolve, reply to, and assign them to a group/team member.
You can convert Freshchat conversations into support tickets on Freshdesk and Freshservice. You can also share FAQs from Freshdesk in your conversations.
- To do this, you must have integrated Freshchat with Freshdesk or Freshservice.
- When you click Resolve and Create Ticket a pop-up box with auto populated ticket fields will appear based on your configuration.
- You can save the conversation as a new ticket or append it to an existing ticket.
Note: You can also convert an incoming conversation into leads in Freshsales by enabling Freshchat-Freshsales integration.
What to do when you are offline?
- You can set up bots to deflect and resolve incoming conversations. However, if the customer requires to talk to an agent, you can set up a bot to collect the necessary information outside business hours. Agents could follow up via email once they are available.
- Alternatively, you can also do a bulk engagement with your out-of-office messages and resolve them in one go. Select multiple conversations and click Resolve to push them all as tickets into Freshdesk.
Admins and Agents can see who has seen a particular message and at what time in the Inbox. This makes coordination easy for both agents and admin. It cuts down the guess work involved in figuring out who a particular conversation has to be assigned to and enables the admin to keep a tab on who has seen the message and who has picked it up.
There are two types of read receipts,
For the admin, seeing which agents have read the message is important.
The admin will be able to see those agents who have seen a particular incoming message by an icon of their profile photo placed below every “last read” message.
For an agent, knowing if a user has read a message will help him / her decide if the issue has to be marked as resolved or not.
When a agent replies to a message from the user, he / she is expecting a reply from them. In most cases, once the user's issue is resolved, the user does not get back and the agents are not sure if the issue has to be marked as resolved. Read receipts help agents figure out when a user has read the message. If an agent sees a single gray-colored check mark below their sent message, it means the message is delivered on their server / device. If an agent sees a double blue-colored check mark below the same message, then the recipient (user) has read their message (very similar to read receipts on WhatsApp).
For FAQ icons the optimal size would be 512 X 512.