Contacts in OneChat
Contacts Contacts section in OneChat contains the details of End Users/Customers that you have interacted with using OneChat Widget. You can consider it as Customer Data Base. Click on Contacts on Home Screen. A Screen will open which will have Contacts(if already added). Or else a blank screen where Contacts can be added. .Few readersCustom attributes in OneChat
Custom Attributes OneChat supports custom attributes other than standard data attributes (a default set of data about your conversations/contacts like Name, Email, Location, etc.). A custom attribute tracks facts about your contacts/conversations. The custom attribute can be anything, E.g.: Subscription plan Subscribed date Signup date Most ordered item Ordered product link Last transaction date ++The only difference between custom and standard attributes is standard data attribFew readersGet to know about OneChat Automations
Automations OneChat automations will help you streamline your teams workflows, they will allow you to automate processes, repetitive tasks and save your time. You can do many things with automations, including assigning labels, teams and assigning conversation to the best agent. So the team focuses on what they do best and spends more little time on manual tasks. A OneChat automation is made up of three thiFew readersReports of conversations in OneChat
Reports Reports of the conversations which has happened over time, can be viewed in the Reports Section. Click on Reports on home page. The below window opens up with Overview of the Reports. Report can be generated for various durations. This can be done by selectingFew readersRouting Conversations in OneChat
Routing conversations Every conversation in OneChat can have an assignee. An assignee can be manually added to the conversation via the web console or the API, or the organizations can opt for round-robin assignment system. This doc explains how you can assign an agent to the conversation. Manual assignment A conversation can be manually assigned to 2 categories of users. Agents who have access to the inbox in which the conversation is created. Administrators who can access everyFew readersKeyboard shortcuts of OneChat
Keyboard Shortcuts OneChat has several keyboard shortcuts that perform operations that help you to navigate through the different dashboards and make some actions more efficient with the help of the keyboard. To display a list of available keyboard shortcuts, press CMD + / (Win + / on Windows) or by selecting from profile settings dropdown. Here are some keyboard shortcuts we use aFew readersCSAT in OneChat
CSAT The CSAT(Customer satisfaction score) generally represents how happy customers are with your product or service or specific experience. CSAT is one of the critical customer satisfaction metrics in OneChat that any customer-facing business should monitor. When an agent resolves the conversation, OneChat sends a survey to your customers for rating and feedback. It's calculated by asking a question, such as "Rate your conversation". There's a corresponding survey emoji scale. After submitFew readersConversation workflow in OneChat
Conversation Workflow The customer initiates a conversation from the website front end - through the widget. For example: Customer types in 'hi'.default})
Automated response set in channel greeting message will immediately be displayed on the screen as a reply.
In addition, two more automated messages will be sent by 'Few readersCreate common reply messages using canned responses in OneChat
Canned Responses Canned Responses are saved reply templates that are used to send out a reply to a conversation quickly. You can use canned responses to save replies to frequently asked questions, which will help reduce an agent's response time and productivity. An agent can access canned responses while chatting by typing / followed by the shortcode. Use a canned response in a conversation All canned responses are available for all agents in the account. To access canned responsFew readersCommandbar in OneChat
Commandbar OneChats command bar will help you navigate more seamlessly around OneChat dashboard and optimize you workflow with a new host of commands starting with a single shortcut - ⌘ + K on macOS and Ctrl + k on Windows and Linux from anywhere in the OneChat dashboard. You can quick navigate to Reports, Settings etc. You can also execute time savings actions on conversations like Resolve, Snooze, Email transcript, assign agent etc, without moving from the keyboard. ![](https://storageFew readersAdvanced Conversation Filters in OneChat
Advanced Conversation Filters OneChat let's you apply advanced filters for your conversations. You will have the ability to filter conversations with multiple attributes at once and even query them with AND and OR operators. OneChat offers filtering conversations by the below attributes: Conversation Status Agent Assigned Inbox Team Conversation Identifier Labels Campaigns Browser Language Country Referrer Links ++You will still be having access to the old stFew readersSegments in OneChat
Segments OneChat lets users sort and filter contacts based on different categories by using advanced filters. And now we can save them as segments and will be displayed in the secondary sidebar under the segments section. This feature will help users to custom save different contacts on users views. You can simply click on the filter button in the header of the contact page. Now you can see the filtersFew readers