The Inbox is for issues which bot can't automate and require real time personalized interaction with an agent.
To make sure customer queries reach your Inbox interface, you need to add a ticket block in a sequence while creating your bot user journey. For example, if you add a ticket block in the 'Default Sequence', when an user asks statement which the bot is unable to understand, then this default sequence will be called and the conversation will appear on your Inbox from where you can initiate a conversation.
This is the empty view of Inbox. An empty Inbox might be for the following reasons:
(1) If you do not have any Ticket Block connected while creating a user journey.
(2) When your customer has not asked anything to which the bot cannot reply.
Pending Queue: In a Pending Queue, you will be able see all the tickets which were generated from Subscriber statements which have not been answered by you or your agent yet.
Resolved Queue: In the Resolved queue, you will be able to see the history of the tickets which have already been solved by you or your agents.
In the left bar, you will see all the Pending tickets or Resolved tickets from the queue. Alongside the queue name, you will be able to see the number of tickets for the queues.
Search Bar: The search bar will allow you to search for Subscribers by your Subscribers names. Just put the name in the bar, and press enter to filter the tickets below by the name.
You will be able to access Sorting and Filter by clicking on the options button next to the Search Bar.
Ticket Sorting: You will be sort your Tickets according from Oldest to Newest by clicking on the Sort button.
Filter: Using filters, you will be able to shortlist tickets according to Channel, Time, Specific Agent or Group, and Tags. Filters are new to Alice and allow users to categorize tickets according to their own liking.
Notification Settings: You will be able to hear a sound and receive a browser notification when a new ticket or message arrives in your Inbox. The sound for a new messages and tickets will be the same for all platforms. Even if you are in a different browser window or tab, Notifications will be triggered as long as you are in the Inbox.
You will be able to enable or disable the sounds and notifications for new Tickets and Messages from the Notification Settings.
If you take a look at the interface of Inbox, you will find that conversation history is in the middle section of the Inbox. Alongside the history, the following information is shown:
Assign and Resolve option for Pending Queue. Similarly, Reopen option for Resolved Queue
Text-pad area from where you can send image, attachment, gif, drive replies
Keep note for customers conversation
Text sending option
Messenger or Comment reply filter
Assigning a Ticket to the right agent is an important part of your handle your users' tickets! In the Inbox, you will be able to assign a Ticket to a single agent or a single group of agents who will handle user queries.
By default, Tickets will be assigned to the agent or group depending on what has been previously defined in the Ticket Block in the Builder. However, if a user has not selected any specific agent or group, then any incoming Ticket will remain unassigned. Once the Ticket arrives in the Inbox and an agent starts responding to the Ticket, then the Ticket will assigned to that agent. While the agent is conversing with the customer, no other agent can respond to that Ticket.
In any case, if a Ticket needs to Assigned or Re-assigned to another agent, or even needs to be unassigned, then users will have to do the following:
Click on the 'Assign' button on the top. This will trigger the Assign right bar so that another agent or group can be assigned or re-assigned.
From the right bar, an Admin or another Agent can assign or re-assign a single agent or group.
You will be able to see who the Ticket has been to in the "Currently Assigned To: " section.
To unassign a Ticket, you will have to just remove the Agent from the "Currently Assigned To: " section by clicking on the cross icon.
Now let's discuss about how these customer queries are going to be resolved.
Assigned agents & admins can resolve any query from the 'Pending queue' option. If agent or admin reply to any query which is assigned to other agents or admin, that ticket will have a tag showing which agent or group the ticket has been assigned to the query.
Agent can reply to a query which is assigned to the agent from the Pending queue. A ticket has not been assigned to an agent can be answered by any agent.
Remember that after you reply to a query, that conversation is going to be locked automatically to you and no other agent or admin will be able to reply to the conversation and the option to navigate the bot will be turned off. Then after clicking the 'resolved' button, that ticket will be moved to the 'resolved queue' and bot will be turned on.
To reopen a ticket, just go to the resolved queue and there you will find the reopen button. Click on the reopen button and ticket will be sent back to the queue where it was resolved from.
Tagging ticket is a wonderful feature. You can analyze how your customers are responding to your product, post and videos posted on your Facebook page, Viber, WhatsApp and Instagram pages.
For example, you have posted on Facebook page about your new product and below this post, many customers are commenting. It's natural that few people will like your product and few people will hate your product and few people will be neutral to your product.
If you create a ticket in default sequence for the Facebook feed platform, for each unidentified comment, a ticket will be created in the Inbox from where agents will be able to respond and as well as tag that customers comment as positive, negative and neutral.
For creating a tag, click on the tag button. When you create a new tag, that tag will be going to appear in top of the conversation history.
If you have created a tag, the next time you don't need to create it again. The type modal will automatically suggest that tag.
Our reporting section will show all the analytics of tag.
In the Chat Box, you will be able to find some features which are useful when responding to your Subscribers.
Send Image: Using the Send Image feature, you will be able to send a single image or multiple images to your customer. You will also find a Gallery with a history of previously sent image.
Create a Note: You can keep a note for yourself as a reminder when you are engaged in a conversation with a Subscriber.
Send an Emoji: Emojis can now be easily sent to your Subscribers from the Emojis Drawer.
Create a Canned Response: Canned Responses or Fixed Replies can be used to send pre-made replies to your Subscribers. You can also edit a previously saved Canned Response.
Client details will contain the name, age, gender, phone number, subscription, conversation and ticket count. You can also add customized attributes for that client.
Ticket history will contain the ticket id, resolved date, assigned agent & total number of messages for that client.