4.1 Ticket Reply

Ticket Reply

When you receive a ticket from a customer, you can choose the following supported response type to reply to the customer in the Reply tab.

Text, Attachment, Memes

• Text: Input the reply message to the text area, and click button to send the message to the customer.

• Attachment: Click button and select a file from your device to send to the customer.

• Memes: Click button and select a meme to send to the customer.

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Canned Message

Before send canned message, you or the administrator need to create canned message in Admin Console > Help Center > Canned Messages first, you can find more details from 5.2 Canned Message.

After creating canned messages, you can select and send a canned message from one of the following:

• Directly invoke Canned Message from the text area.

1. Input “/” to the text area.

2. (Optional) Input the keywords or shortcuts to search the target canned message.

3. Select and click the target canned message from the list.

4. Click button to send.

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• Select a canned message from Help Center.

1. Click the Help Center from the right menu.

2. Switch to Canned Messages tab.

3. (Optional) Input the keywords or shortcuts to search the target canned message.

4. Select the target canned message and click button, the canned message will be sent to the customer directly; if you select the target canned message and click the canned message, the canned message will be input to the text area, and you need to click button to send.

Knowledge Base

Before send articles, you or the administrator need to create articles in Admin Console > Help Center > Knowledge Base first, you can find more details from 5.1 Knowledge Base.

After creating articles, you can select and send an article from the following:

1. Click the Help Center from the right menu.

2. Switch to Knowledge Base tab.

3. (Optional) Input the keywords or shortcuts to search the target article.

4. Select a target article.

5. Click Send URL, the article’s URL will be sent to the customer directly; click Insert URL, the article’s URL will be input to the text area, then you click button to send a clickable link to the customer.

AI Copilot

Before use AI Copilot, you or the administrator need to enable AI copilots in Admin Console > Automation > Agent Assist >AI Copilot first, you can find more details from AI Copilot.

After enabling AI copilots, you can select an AI copilot to help you reply to the customer from the following:

1. Input the reply message to the text area.

2. Click button to open the AI Copilot list.

3. Select the target AI Copilot. For the function of each AI Copilot, you can find more details from AI Copilot | Default AI Copilots.

4. The inputted reply message will be changed by AI Engine based on your choice.

5. Click button to send.

AI Assist

Before use AI Assist, you or the administrator need to enable AI Assist in Admin Console > Automation > Agent Assist >AI Assist first, you can find more details from AI Assist.

After enabling AI Assist, you can use the AI Assist function to generate a response from the following:

1. Click AI Assist button when you receive a message from the customer.

2. The text area will have a response automatically generated by AI Engine.

3. View and check the response whether need to be modified by yourself.

4. If the response is ready, click button to send.

WhatsApp supports Types

• WhatsApp Templates: When more than 24 hours have passed since the last message from a customer, you can no longer send normal text messages to the customer and can only send approved WhatsApp template messages. Click Choose Template to select a template to send. You can find more details from WhatsApp Template Guidelines.

• WhatsApp workflows: If you or the administrator created and published one WhatsApp workflow for the WhatsApp account, when the customer comes from the WhatsApp channel, the WhatsApp workflow will take over the customer. You can find more details from Create one WhatsApp Automation Flow.

• Documents: Click button, click Document and select a document from your device to send to the customer.

• Video Files: Click button, click Video File and select a video file from your device to send to the customer.

• Audio Files: Click button, click Audio File and select an audio file from your device to send to the customer.

• Pictures: Click button and select a picture from your device to send to the customer.

• Audios:

  1. Click button to record an audio.

The audio is sent to the customer.

Private Note

In the Agent Panel, the Note feature is an internal communication used among the agents while using the Web Chat or Inbox. It is used to assist your teammates in handling customer queries and tickets without being visible to customers to deliver a consistent customer experience and improve agent efficiency. 

Consider a scenario where you manually assign the ticket to an agent. You can tag them (@) in the Note to remind the agent to follow up in time.

You can choose the following note type in the Note tab：

• Text: Input the message to the text area, and click Add button to add the private not to the ticket.

• Attachment: Click button and select a file from your device to add the private not to the ticket.

• Summarize conversation:

  • Click AI Copilot icon and select Summarize conversation.

  • The text area will have a summary automatically generated by AI Engine.

  • View and check the summary whether you need to be modified by yourself.

  • If the summary is ready, click Add button to add to the ticket.

Once your ticket is resolved, the Note information will be added into the ticket history.

Channel switching

The system supports free switching between channels in Inbox to provide customers with continuous customer service.

Consider a scenario where a customer comes from WhatsApp and asks you to send a brochure or other materials to the customer via email. You can directly switch to the email channel in the Inbox and send the materials to the customer.

Prerequisites

When you want to switch the channel to SMS/Email/WhatsApp, you need to collect the customer’s SMS/Email/WhatsApp account and save in the Contact’s information.

Step-by-Step Instructions

1. In the Inbox, select a ticket from any channel, including Web Chat, Facebook, Instagram, Telegram, SMS, Email, WhatsApp. Assume we select a ticket converted from the Web Chat channel, and no contact details from any other channel are saved.

2. Fill in the SMS/Email/WhatsApp channel account in the Contact Information from the right drawer.

3. Click the channel account from the Reply area right corner, you can click the channel account and switch to the channel.

• SMS channel: When you select an SMS account, you can send the customer the message types supported by SMS.

• Email channel: When you select an Email account, you can send the customer the message types supported by Email.

• WhatsApp channel: When you select an WhatsApp account, you can send the customer the message types supported by WhatsApp.