Dialogues
- Customer Service
- Oleg Padalko (Unlicensed)
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To improve the support process, the “dialogues” extension has been added to platform chats. Create a dialogue in a chat with a subscriber, add other managers to it, set the type, reasons and components of the request, change the status of the dialogue, and upon completion of the dialogue, send the client a message template with a form for assessing the quality of service. The manager who processed the request can also rate the client. Both ratings are displayed in the conversation information and included in the conversation report.
Creating a Dialog
To create a new dialogue, select a chat with a client from the list of chats and click on the “Dialogues” button, then in the drop-down window on the “Create a new dialogue” button:
A dialogue creation form will open. Fill it out:
1. Дайте диалогу название. Оно может соответствовать теме запроса, например: Не работает лгт.
2. Выберите учавствующих пользователей (менеджеров). По умолчанию вы уже будете добавлены. При добавлении других менеджеров, им создастся персональная задача с названием диалога. В течение одной минуты после создания диалога им выведется уведомление, что задача по обработке диалога стартует через 5 минут.
3. Выберите тип запроса. По умолчанию для выбора будут доступны типы Support (Поддержка) и Refund (Возврат). Другие типы запросов вы можете добавить в Настройки → Содержимое → Настройки диалогов. Там же можно и удалить существующие типы запросов. Для этого нужно разрешение "Может редактировать настройки диалогов"
4. Выберите причины запроса, например: непонимание функционала, ограничение функционала. Сначала добавьте их в Настройки → Содержимое → Настройки диалогов. Для этого нужно разрешение "Может редактировать настройки диалогов".
Это поле необязательное для заполнения. Вы можете заполнить его позже в информации диалога.
5. Выберите компоненты запроса, например: инструменты лидогенерации, туннели. Сначала добавьте их в Настройки → Содержимое → Настройки диалогов. Для этого нужно разрешение "Может редактировать настройки диалогов".
Это поле необязательное для заполнения. Вы можете заполнить его позже в информации диалога.
After filling out the form, click on the button .
A new dialogue chat will open. It will display only those messages that were sent/received within this conversation. The dialog settings block will be displayed on the right side:
Dialogue Settings
While processing a dialog, you may need to change its settings. The settings block opens immediately after entering the dialog and is displayed on the right side of the window.
In the dialogue settings, you can change its status, name, request type, add other managers, set the reasons and components of the request (as a rule, they are set during the process of processing the question or upon completion).
After changing the dialog settings, save them by clicking on the button at the top of the settings block.
To exit the dialog settings, click on at the top of the top chat bar. This way you will exit the dialogue.
Go to the list of dialogs for the selected client by clicking on the "Dialogues" button:
Dialogue status
A dialogue can have one of 3 statuses: active, suspended and completed. The status of the dialogue is usually determined by the status of the process of resolving the client’s issue.
Active - the dialog receives this status immediately after creation. You can also transfer a dialogue from the “Suspended” status to this status (more about it below). A client whose dialogue is in this status will not receive messages from tunnels, smart mailings, smart replies and other messages from AI Support. This is done so that if the manager communicates with the client and resolves a specific issue, no other messages interrupt the dialogue or distract from solving the problem. Messages from the tunnel and smart mailing will be queued to be sent to the client and will arrive immediately after the dialogue is switched to the “paused” or “completed” status. Messages from AI Support will not arrive even after the dialogue is transferred to these statuses. A client can only have one dialogue in the “active” status. You cannot create another dialog if it already has an active dialog. If you need to create another dialog, then the active dialog must be changed to the status "paused" or "completed". If a client has a dialogue in the “active” status, then you cannot write to him in the general chat outside the dialogue. If you still need to write to the general chat, change the active dialogue to the “paused” or “completed” status. Dialogs in the “Active” status will be displayed in a special chat tab “Dialogues”:
Paused - you can change the dialog from the "active" status to this status. In this status, you cannot write to the client within the dialogue, only in the general chat outside the dialogue. To write to a dialog in this status, change it to the "active" status.
Completed - this status means that the client's issue has been resolved. You can change the dialog from the status "active" to "suspended" to "completed". The client cannot write to the dialogue in this status - only to the general chat outside the dialogue. It is also impossible to transfer a dialogue from this status to another status. When the dialogue is transferred to the “completed” status, the manager who processed the dialogue can rate the client and send him a form asking him to rate the quality of service.
To change the status of a dialogue, in the dialogue settings, select the status to which you want to change the dialogue and confirm the action by clicking on
Dialogue assessment
At the end of the dialogue, you can rate the client and send him a form asking him to rate the quality of service. To do this, when transferring the dialogue to the “Completed” status, give the client a rating from 1 to 3 stars and check “Submit rating form”:
После клика на ваша оценка появится в информации диалога (напротив "Оценка аккаунта"), а клиенту отправится стандартное сообщение с просьбой оценить качество обслуживания и кнопками для отправки оценки:
The text of the message asking you to rate the quality of service and the names of the buttons can be changed in AI Support → Standard messages:
There are only 3 buttons available to select a rating, because Facebook does not support more.
After selecting a rating by the client - clicking on a specific button, his rating will be displayed in the dialogue information in digital form according to the principle:
"Bad" - 1
"Normal" - 2
"Excellent" - 3
In response to clicking the button, he will receive a message thanking him for his review.