Live Chat
What all track points are covered in the Customer Journey?
Customer journey keeps track of all the events exchanged between the Agent and the User. For example, which Agent intervened in the chat, which agent added which tag, what all campaigns have been sent to the user, and so on and so forth. Moreover, ...
How to create new tags?
New tags can be created from the Tags Category in the Manage Section or from the Tag Window itself in the User Profile.
What are Tags and how to assign them?
Tags are the qualifying parameters that agents can assign to the users on the basis of their interaction with the business. There are automated tags along with manual tags that agents can assign. Automated Tags include First Message Tags, API Tags ...
Can I filter down my audience on the basis of these attributes?
Yes, audience segmentation can be done on the basis of attributes. Using this, personalized and targeted broadcast campaigns can be sent to the users.
What is the maximum limit on the number of attributes?
20 is the maximum limit on the number of attributes. This is more than enough to qualify the leads. Moreover, there are tags to further qualify the lead.
Can I customize these attributes according to my use case?
Yes, all the attributes are customizable. Moreover, you can configure the attributes at any point in conversation within the chatbot. You can customize attributes directly from a User's Profile. Just reach a User's Profile & under Attributes Section, ...
What is the attributes section?
This has all the attributes and parameters of the users collected automatically via a chatbot in a conversational manner. The attributes are considered as the qualification parameters of the users. Moreover, according to these attributes, the ...
What is the significance of a double green tick after each campaign name in the Campaign Column of the User Profile?
The double green tick is similar to the read receipts in the WhatsApp App. This shows that if the user has seen/read a particular campaign message and which campaign message got ignored/unnoticed.
What comes under the Campaign Section of the Chat Profile?
This contains all the records of the campaigns sent to a particular user. This makes sure that the Agent knows what all campaigns have been sent to the user, what all the users have read, and what all got ignored.
Can audience segmentation be done on the basis of the First Message tag?
Yes, you can segregate your audience on the basis of First Message Tags and can send a personalized & target broadcast campaign.
What is the significance of the First Message tag?
The first message tag signifies the interest of the user in a particular product or service. This makes the business know the landing source of the user on WhatsApp. For example, if the user is coming from the “Product X” page, the “Product X’ tag ...
How to configure the First Message Tag?
Any tag can be created as a first message tag. While creating different tags from the “Manage” section, there is an option to make the tag a First Message Tag. You can also make changes to the First Message Tag directly from a User's Profile. You ...
What are the parameters such as Status, Last Active, Source etc. signifies?
There are various parameters in the user profile for individual user details: 1. Status: Active, Requesting, Intervened and Closed are the 4 different user status. Active: If the user is in the Active section, the status is “Active”. This means the ...
What is the Chat Profile?
The chat profile contains all the parameters of the user interaction with the business. Also, it maps all the events triggered by the business to qualify the user according to their interests which are used for sending personalized and targeted ...
How to Intervene chats?
Once the chat comes to the Requesting section, the agent just needs to select a particular chat which they want to intervene in and click on the “Intervene” button which is placed at the bottom of the chat window. Once the query is resolved, Agent ...
What are Intervened Chats?
Once the Requesting Chats are intervened, they go from the Requesting Column to the Intervened Column. Here, the chatbot is no longer active and it has become a pure Live Chat system. The Agents can reply to the user’s query and once they are done, ...
What are Requesting Chats?
Whenever there is a query that the chatbot isn’t able to solve or if they want to speak to a human agent, the chat goes from Active Chats to Requesting Chats. All the chats in this section basically mean they are waiting and need human agent ...
What are Active Chats?
All the chats that are been done by the WhatsApp chatbot come under Active Chats in the MyOperator platform. The chats here means they don’t require any human agent intervention as they are perfectly handled by the chatbot itself. Also, if any new ...
What are the types of chats?
Different kind of chats are: Active Intervene Responded