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MyAlice Guide
MyAlice Guide
  • 👋Welcome to MyAlice
  • 🚀Getting Started
    • 🔤Key Terminologies
    • Signup to Myalice
    • 🤟Create your Team
      • Personalize your Team
      • Manage User Roles
      • Create Groups in your Team
      • Create Multiple Teams
      • Connect Multiple Teams
    • 💸Set up your Billing
      • Subscribe to the Premium Plan
      • Subscribe to the Enterprise Plan
      • Subscribe through Shopify
      • Update your Subscription
      • Add a Payment Method to Use WhatsApp
      • Track and Configure your Billing
      • Unsubscribe from MyAlice
    • 🎙️Agency Mode on MyAlice
    • ⏰Set up your Business Hours
  • 🔗MyAlice Channels
    • 🎉Connect Your Social Media
      • Connect Your Facebook Feed
      • Connect Your Messenger
      • Connect Your Instagram Messenger
      • Connect Your Instagram Feed
      • Connect Your WhatsApp Business Account
      • Connect Your Telegram
      • Connect Your Viber
      • Connect Your Line Messenger
    • 📧Connect Your Email
      • Connect Gmail
      • Connect Custom Email
    • 🌐Connect Your Website or Mobile App
      • 💬Connect your Website for a Chat Plugin
      • 📱Connect Your Mobile App (Android / iOS)
    • 🇫🇲Clone Channels
  • 📥MyAlice Inbox
    • 🧭Navigate the Inbox
    • 🔔Manage Inbox Notifications
    • 💬Understand Chat Features
    • 🎫Manage Tickets
      • Assign a Ticket
      • Resolve a Ticket
      • Tag a Ticket
        • Tag Settings
      • Reopen Tickets
      • Smart Ticket Assignment
    • 🎮Advanced Ticket Management
      • Ticket Configurations
      • SLA Configurations
  • 🛒E-commerce on MyAlice
    • 🛍️Overview
    • 💜Manage your WooCommerce Store
      • Connect your WooCommerce Store to MyAlice
      • Connect Your Customer Information on WooCommerce
      • Manage WooCommerce Orders from Inbox
    • 💚Manage your Shopify Store
      • Connect your Shopify Store to MyAlice
      • Connect Your Customer Information on Shopify
      • Manage Shopify Orders from Inbox
    • 👜Product Recommender
    • 🏆E-Commerce User Data in Inbox
  • 🤖Chatbot & Automation
    • 🧭Explore the Automation Tab
    • ✨Create rules to trigger a Sequence
      • Keyword wise Automation
      • Source (referral) wise Automation
      • Post comment wise Automation
      • Facebook Ad wise Automation
      • User intent (by NLP) wise Automation
        • Connect wit.ai NLP
        • Connect MyAlice NLU
        • Connect INTNT
        • Connect Intents to Sequences
    • 🧱Add Blocks to Your Chatbot
      • Block Compatibility
      • Add and Send Content Blocks
      • Collect User Information Blocks
      • Action Blocks
    • 🚗Create Advanced User Journeys
      • Quick Reply Block
      • Button Block
      • Gallery Block
      • CSAT Block
      • Datalab Entry Block
    • Page
  • 📲MyAlice for WhatsApp
    • 🗺️Overview
      • Migrate from your Existing BSP
      • Migrating from the WhatsApp App to the API account
      • Difference between WhatsApp Business App vs WhatsApp Business API
      • Verifying your Facebook Business Account
      • Picking a number for WhatsApp Business
      • Getting Started with Message Templates
      • Message Templates & Session Messages
      • WhatsApp Message Templates Best Practices
      • WhatsApp API Pricing
      • Apply for a Green Tick
    • 📤Create and Send Template Messages
    • ⭐Starting a new conversation
    • 👩‍👩‍👦‍👦WhatsApp Broadcasts
      • WhatsApp Broadcast Overview
      • Create a Broadcast
      • Opt-In and Opt-Out
    • 💰Automate Sales in WhatsApp with WhatsApp Catalog
      • 🔃Upload Inventory in Meta
      • 🔗Connect your Catalog to the WhatsApp Business Account
      • Share Products with Your Customer
    • 📈WhatsApp Marketing Automation
      • 💚Setup WhatsApp Automation for Shopify
      • 🍀Shopify + WhatsApp Marketing Automation- Sample Use Cases
  • 📱MyAlice Mobile App
    • ⬇️Download the Mobile App
    • 🤓Navigate the Interface
    • ⚡Enable Mobile App Notifications
    • 📬Using the Mobile Inbox
  • 📂Data Lab & Analytics
    • 📊Diving Deep in Data Lab
      • Create a Datalab Sheet
      • Create Forms in Data Lab
      • Add, Collect or Store Data in Data Lab
    • 👪Understand the Customer Tool
    • 📈Analytics, Metrics & Reports
      • Customer Metrics
        • General Metrics
        • User Demographics Metrics
        • Chatbot Efficiency Metrics
      • Automation Metrics
      • Agent Metrics
      • CSAT Reports
  • 🔑External Integration
    • 🏬Checkout.com
      • Recieve Payments with Checkout.com
    • 🪂Pabbly
    • 🦾Developer Documentation
  • Release Log
    • Release Log: Version 1.27.9
    • Release Log Version 01.25.01
  • Release Log Version 1.25.03
  • Release Log Version 1.25.04
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On this page
  • Home
  • Inbox
  • Integration
  • Automation
  • Reports
  • Customers
  • Datalab
  • Settings

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  1. Getting Started

Key Terminologies

A compiled list of the common terms you'll come across on MyAlice.

We have put the terminologies under the section you are likely to find the word. For example, Monthly Active User is a term you'll find on the Home screen of MyAlice.

Home

The Home section is where you can get a bird's eye view of everything that's happening on MyAlice, including your frequently viewed reports, product updates, tips, and more.

Chatbot Sessions

MyAlice allows you to design a chatbot using our drag and drop Automation section. Each time the chatbot sends an automated response to your customers, a 24 hour session is triggered. Within that 24 hours, the customer can interact with the chatbot as much as they need. After 24 hours has passed from the start of the session, a new session is created.

Ticket

A ticket is an unanswered customer message that needs immediate attention from a human agent.

Inbox

Inbox on MyAlice refers to the universal inbox shared by all team members. All your customer messages, comments, and orders from different channels will appear under the Inbox section. Only your authorized support team members can access the Inbox.

Ticket vs. Message

Customer queries that are resolved by chatbots are messages, not tickets. When the chatbot fails to understand a customer, it generates a ticket for the support team.

Pending vs. Resolved

A new ticket is by definition a pending ticket. After the customer query is cleared by an agent, it becomes a resolved ticket.

Assigned vs Unassigned Ticket

An assigned ticket means that the ticket is assigned to a specific agent or group. Nobody except the assigned agent/group can interact with the ticket.

An unassigned ticket means that the ticket can be resolved by any agent or group in the team.

Group

A group is a small team within your entire company, usually comprised of the same functional role. You can assign tickets to an entire group.

For instance, you can configure your settings to ensure that all the sales-related tickets are assigned to the sales group. Here are some common groups our users create to manage their tickets efficiently.

  1. Support

  2. Sales

  3. Marketing

  4. Onboarding

  5. Developer

Tag

Use tags to label customer queries. For instance, you can tag all tickets related to refund issues under a new tag called Refund. In that way, you can filter using tags and find your desired conversation.

Note

Notes are shared by you and your teammates only. You can use them as self-reminders while having conversations with a customer. The customer won't be able to view your notes.

Canned Responses

Canned responses are fixed replies that you or your agents use most frequently. You can save these replies as templates.

Learn more about creating notes and canned responses on this page.

UID

UID or User ID is a unique number assigned to each customer in MyAlice Inbox.

Customer Lifetime Value

Customer Lifetime Value is the total amount of money the customer has paid to your company. We get the value by multiplying the Average Order Value and Total Number of Orders.

Product Interaction

The Product Interaction section in Inbox contains data on which products the customer has interacted with. We can categorize interactions on three tiers.

  1. Low interaction: View the product on the website.

  2. Medium Interaction: Add the product to the cart.

  3. High Interaction: Buy the product.

Learn more about different user data on this page.

Integration

You can find all your connected channels, platforms, NLP, and APIs in the Integration section.

Automation

The Automation section is where you create chatbots for your different channels and e-commerce store. You can also create rules or connect to NLP to build advanced conversation flows.

Channel

A channel is a touchpoint where your customers reach out to you. Simply speaking, every supported social media, your website, and your application is considered a channel on MyAlice.

Sequence

Each sequence is a conversation flow. One sequence can lead to multiple sequences. The sum of all the sequences is a chatbot. The more advanced the sequences, the more intelligent a bot becomes.

Welcome Message

Welcome Message is the first message the customer receives when they start a conversation with your page.

Default Sequence

When the chatbot fails to understand a customer, the customer is redirected to the Default Sequence. A default sequence usually contains a Ticket Block.

Resolved Sequence

You will find a resolved sequence field in a Ticket Block. It is the sequence where the user is redirected after an agent resolves the ticket.

Learn more about sequences on this page.

Blocks

Think of blocks as bricks to build a sequence. You can add and arrange these blocks one after another to create sequences. Likewise, one or more sequences create a chatbot. Learn more about each block and how to use them on this page.

Rules

Rules are conditions that you can set to make your chatbots more intuitive. There are three types of rules.

  1. Keyword

  2. Intent

  3. Referral

Natural Language Processing (NLP)

Learn more about creating automation rules and training your chatbot on this page.

Reports

Learn more about each metric in detail on this page.

For simple explanations, please read along the following sections.

New Customers

A new customer is someone who has interacted with your platform/channels for the first time.

Interactive Customers

An interactive customer has interacted with your business more than once on one or more channels.

Referral

Referral shows the number of users who have entered your platforms via external links.

Intent

Intent shows the total number of topics your customers have asked questions about. Please refer to Advanced Automation to learn about intent in detail.

Incoming Message Count

The Incoming Message Count is a heatmap to identify the time of the day your platform gets the most users. This is a visual representation of your busy hours of the day or the busy days of the week.

Keyword

Keyword on MyAlice means the specific words you have set to trigger a specific chatbot. For instance, you may set the word 'support' to trigger a ticket block.

Buttons

The Buttons table in Reports shows the most frequently triggered sequences.

Tickets for Supported Customers

It is the ratio of the number of tickets to the number of customers who have created tickets.

Tickets for Overall Customers

It is the ratio of the number of tickets to the total number of customers on your platforms.

CSAT

CSAT stands for customer satisfaction. You can automate your customer rating collection flow and see the results in the CSAT Reports section.

Customers

In this section, you can find all your customer information, contact details, and user attributes.

Last Message Time

The column shows the last time the user sent a message to your platform.

User Attributes

User attributes are customer variables that you can save and use on MyAlice. For instance, age is a user attribute. Other common attributes are first_name, city, or buying frequency.

Datalab

Datalab is like a spreadsheet. You can create custom forms and tables in this section.

Form Type

Enabling the form type on Datalab will allow you to share the form with your customer.

Button Text

Button text is the text your customers will see when submitting the form. Usually, we use Complete/Submit as the default button text.

Key

Each key is a column header. For example, if you want to create an order placement form, you can have the following keys: full_name, email, address, and product URL.

Placeholder Text

Each key has a placeholder text underneath it. For example, the placeholder text for the email key can be "Please insert your business email."

Type of Key

The type determines the input format you allow for the key. For example, the input for the name key should have a text format. Likewise, the input for a phone number should be in number format.

Text vs. Text Area

Text is for small inputs i.e., full name, while text area is for larger inputs i.e., feedback.

Is This Field Required

Checking this field will make the input field mandatory for your customers.

Is This Field Hidden

Checking the field will hide the input field from your customers. Say, you want to add a user attribute for the customer in the form. You can keep a field for yourself only.

Settings

Clone A Channel

Cloning a channel means duplicating a channel and its content, including the chatbot sequences. For instance, if you have two e-commerce stores, you can create a chatbot for one and duplicate it for another.

Add a Channel vs. Connect a Channel

Adding a channel means that your channel is active on MyAlice, not in public. Turning on the connection toggle will publish it online.

For instance, while creating chatbots, you can turn off the connection for a while. After you are done, you can turn on the connection to deploy your chatbots on the channel.

Marketplace

Marketplace is the platform that you use to build your e-commerce or online store. Here is the list of marketplaces that MyAlice supports.

  • BigCommerce (Coming Soon)

  • Magento (Coming Soon)

Adding these marketplaces will allow you to manage e-commerce orders, view customer and order history, view product interactions, and access store analytics from the MyAlice inbox.

Last updated 5 days ago

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Natural Language Processing (NLP) is the ability of your chatbot to understand human language. We currently use to train our chatbots.

🚀
🔤
🤟Create your Team
Tag a Ticket
💬Understand Chat Features
🏆E-Commerce User Data in Inbox
🎉Connect Your Social Media
🧭Explore the Automation Tab
🧱Add Blocks to Your Chatbot
wit.ai
📈Analytics, Metrics & Reports
👪Understand the Customer Tool
📊Data Lab & Analytics
WooCommerce
Shopify
🛍️Overview