Inbox
Last updated
Last updated
Proto unifies all livechats and tickets into a single inbox so your live agents can stay in a single interface. The chats escalated from the chatbots bring the entire conversation history for agents to have context supporting customers.
Users can seamlessly switch between managing live chats and tickets or view all interactions by clicking on the respective tabs. Within each tab, they can further refine their view by filtering conversations based on their status, including Pending, Open, Snoozed, or Overdue, enabling efficient prioritization and resolution of customer inquiries. Additionally, a search feature is available and can be used to quickly find specific information among existing conversations.
Inbox Views are a great way for you and your team to customize your inbox in Proto to focus on the messages that are most relevant. Currently, it's only possible to create and use Inbox views by mailbox. More options are expected in the future.
Use the set up page to manage the Inbox Views list.
To engage with a livechat or ticket, agents can simply click on a chat listed in the left sidebar. This action will open a middle chat thread where users can interact with the customer in real-time. Furthermore, a right sidebar will appear, providing essential details of the conversation and customer for reference and context, such as related notes, tags, and custom fields. Agents can either view or manage this information based on their permissions. Customer information also includes profiles and history sections, which are only available for viewing.
When chatting with customers, agents can save time and provide customised and personalised communication using the agent productivity features. Accessible in the bar above the chat input window, these features include fixing spelling and grammar instantly, modifying writing for content to be shorter or longer, changing tone to meet brand guidelines, and translating to other languages in real-time.
The Fix spelling & grammar feature helps ensure professional and accurate communication.
To use this feature, the agent simply needs to write their query, click on proGPT, and select Fix spelling & grammar. The phrase will be automatically corrected.
After the corrections are made, the agent can apply the changes by clicking the arrow or pressing the spacebar on the keyboard.
Please note that this feature is available only with the Total Plan.
The Modify writing feature allows agents to customize interactions to suit customer sentiment.
To use this feature, the agent simply needs to write their query, click on proGPT, and then select Modify writing. Choose the option that best suits your needs, and the phrase will be automatically adjusted. After this, the agent can apply the changes by clicking the arrow or pressing the spacebar on the keyboard.
There are four options for modifying writing:
Shorten: Condenses the message to be more concise, removing unnecessary words or phrases while retaining the core meaning. This option is useful for making the communication direct and to the point.
Lengthen: Expands the message to provide more detail and context, making the communication more thorough. This option is ideal for situations that require a more detailed explanation or when addressing complex topics.
Smarter: Enhances the message to sound more sophisticated and polished, using advanced vocabulary and improved sentence structures. This option is perfect for formal communications or when you want to convey a higher level of professionalism.
Simpler: Simplifies the message to be more straightforward and easier to understand, using clear and basic language. This option is helpful for communicating with individuals who may not be familiar with technical terms or for ensuring the message is accessible to a wider audience.
Please note that this feature is available only with the Total Plan.
The Change tone feature allows agents to align their communication with the desired customer service tone.
To use this feature, the agent simply needs to write their query, click on proGPT, and then select Change tone. Choose the option that best suits your needs, and the phrase will be automatically adjusted. After this, the agent can apply the changes by clicking the arrow or pressing the spacebar on the keyboard.
There are five options for changing tone:
Professional: Adjust the message to be clear, concise, and respectful, using formal language and a structured format. This tone is ideal for official communications, business transactions, and interactions that require a high level of professionalism.
Friendly: Modifies the message to be warm, approachable, and personable, using a conversational style and positive language. This tone is perfect for building rapport with customers and creating a welcoming atmosphere.
Casual: Adapts the message to be relaxed and informal, using everyday language and a laid-back style. This tone is suitable for interactions where a more personal and less formal approach is appropriate.
Confident: Enhances the message to convey assurance and authority, using assertive language and a decisive tone. This is useful for instilling trust in customers and demonstrating expertise.
Formal: Refines the message to be highly polished and official, using sophisticated language and a traditional structure. This tone is ideal for legal, contractual, or ceremonial communications where formality is essential.
Please note that this feature is available only with the Total Plan.
The live translation feature enables you to provide responses when chatting with customers in different languages, in real-time. This ensures that you can communicate with customers across language barriers.
To share a message in a different language, start by typing out your message in your default language. Next, click on the Translate dropdown above your message window. Select the language you wish to translate your message into. Hit Enter to send the message to the customer with whom you're chatting.
Please note that this feature is available only with the Enterprise Max Add-on.
Transitioning from sending messages to a user to creating internal notes is straightforward; simply click on the "Notes" tab. Any notes created will remain internal and won't be visible to the user.
Note! Drafts for messages or internal notes in tickets or live chats aren't saved automatically when refresh or leave the page. To avoid losing your input, it's best to send it before refreshing or navigating away from the page.
Depending on the assignment settings, new incoming chats such as live chats or tickets may be automatically assigned to agents, or agents may have the option to pick up chats from the pending queue instead of being automatically assigned. New chat assignment set up information is here.
An agent can takeover any existing conversation from any agent or a new conversation from the Pending list.
To takeover a live chat or a ticket, simply select the chat, add a message, and click the "Takeover & Send" button in the conversation input.
This action will assign the conversation to you instantly, and the conversation will indicate your takeover. Additionally, the "Takeover & Send" button will change to the "Send" button.
A live chat or ticket can be smoothly transferred to another assignee who possesses the required permissions to interact with users. This can be easily accomplished by selecting the "More options" icon (three dots) in the conversation input and choosing the "Transfer" function.
Note! An agent can transfer a chat to themselves or choose another assignee via "Transfer" function without needing to send a message.
You can quickly resolve a chat by clicking the "More options" icon (three dots) in the conversation input and selecting "Mark as Resolved". Alternatively, you can click on the "Status" input field, where a dropdown menu will appear with available statuses. Select the desired status, and the changes will apply instantly.
It is possible to open multiple chat windows within Inbox view.
When hovering over the customer's avatar is the left sidebar, a checkbox appears and a tooltip says "Open in split screen". You could open up to 5 conversations simultaneously.
To close a conversation that's open in split-screen mode, the agent can hover over the customer's avatar in the left sidebar. This will change the avatar to a cross icon, and a tooltip will appear saying "Close conversation." Alternatively, they can press the cross icon located at the top of the conversation near the ticket number.
The agent alias allows an agent to talk with customers using a different name.
Within your Account settings, you can create aliases.
Once you create aliases, you can start chatting with the customer with the default alias name. To chat with the customer with a different alias name, select a name from the list during a chat.
Customers will only see your alias.
Canned replies are pre-written responses to common inquiries or messages which allow support agents to quickly access and send them when responding to customers.
Canned replies settings information is here.
To use a canned reply:
Open the live chat in Inbox and click the canned reply icon in the conversation input. A bar with the list of canned replies will appear. Additionally, there is a search bar provided for your convenience.
Click the desired canned reply and it will show up on your typing area. Hit "Send" button to send the message to the customer.
Once is enabled on Sub-company Customer Profile iframe page, the Profile iframe tab should be shown inside each Inbox conversation.
In your Proto AICX platform, it’s possible to configure the banning of abusive customers from accessing or interacting with your chatbot.
Banning can be done on the basis of number of offences and different reasons. To ban a customer in the Inbox view, select the desired ticket or livechat. In the right bar that opens, click on the Customer tab.
Within the customer details, click on the ellipsis menu next to the customer name and click on 'Ban'. Select the desired ban reason. The duration of the ban will be set by default on the number of offences recorded for the customer. This is determined by the ban rules you set in your sub-company settings. You can override the default duration when banning a customer, if required.
To set up and manage ban reasons and ban rules, check this page.
