Learn the terms that Conversation Management uses to operate its core fundamental capabilities at its optimum. Identify the elements on the interface and understand the usage serving a better UX.
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To understand the working of Conversation Management, it is important to know the terminology used in it. Terminologies are just a set of nomenclatures used to address the components used in the tool. So, let's dig deeper into this document and know what the tool has.
Administrator: An administrator is a principal agent who owns the Conversation Management account. An administrator will have access to all features of the tool such as agent addition/deletion, reporting, inbox creation/updation/deletion, exporting, deleting an account, and so on.
Agent: An agent is a person who is invited to handle user conversations. Agents will be able to view and reply to messages of the users. Agents can access the conversations of the allocated inboxes. They can assign conversations to other agents or themselves and resolve conversations.
Inbox: An Inbox is a successful creation of a channel like a website or a multichannel such as WhatsApp, Slack, Telegram, etc. using Conversation Management. You can have unlimited Inboxes in your account.
Conversation: A single to and from message flowing between an admin/agent/bot and a user is called a conversation. You can view conversations from all your inboxes in a single place and respond to them under the Conversations tab.
Canned Responses: Canned Responses are saved reply message templates that are built for faster messaging. Canned Responses embed text-heavy messages within a custom expression. This custom expression is called Short Codes. Canned Responses can be accessed easily by typing '/' followed by a Short Code.
Private notes: Private note is a note or a message visible to agents/admins only.
Short Code: Short Code is a short-expression or word to be addressed while sending a message. For example, Greetings. It acts as a label to the text-heavy message.
Chatbot: A chatbot is an AI-driven conversation tool that simulates human conversations through NLP (Natural Language Processing). It interacts through automated responses with the user on mobile applications and websites. It is programmed to handle end-user queries independently.
Human-agent service: An agent/admin replying to the user messages in real-time is called a human-agent service. The replies are unique, dynamic, and vary as per the end-user queries.
Once you are aware of the terminologies, understanding Conversation Management's user interface will require just a few minutes.
When you sign in to your Conversation Management account, you'll be automatically taken to the Conversations dashboard. Here is the screenshot with identifiers highlighted for a better understanding:
The above illustration is Conversation Management's administration account interface with a wide variety of functionalities available on the dashboard. Let's understand them one by one as per the numbers marked:
Quick access toolbar: This toolbar contains 3 tabs clicking which you'll get the desired window to work on:
Conversations tab: This tab opens a default window displayed to a user (admin/agent) each time upon sign in. When a user clicks this tab, he/she will get an option to view all the conversations of an account or select a specific inbox containing conversations. Such type of filtering option allows users to easily move around and monitor all the conversations ongoing in the account.
Reports tab: This tab stores valuable analytics of the conversations throughout the account. It helps the users to understand the frequency of conversations through graphical metrics of team performances, general overviews, and labels.
Settings tab: This tab gives users direct access to account settings, agents, inboxes, and canned responses. It acts as a gateway through which human-agent services and chatbots can be configured to communicate with users.
Filter menu: This is a drop-down classification section that displays the conversations as per the option selected. It has 4 filter options:
Mine: This option appears selected by default in the case of an administrator account. The 4 filters segregate the conversations based on this funnel.
Open: This filter option displays all the user conversations that are assigned to you. It acts as a todo tab wherein you need to communicate with the users and try resolving their queries efficiently to enhance customer satisfaction.
Resolved: This filter option displays a list of conversations that are resolved. The number of resolved conversations can be seen on the right-hand side of the Mine option.
Unassigned: This option is more of a concern for an administrator as he/she assigns the conversation to the agents. The conversations that are unassigned lie under this option.
All: This option contains the list of all the conversations (Mine, assigned and Unassigned) throughout the account:
3. Conversation head: The conversation head appear on the left-hand side of the screen. It displays the name of the user and its profile image with whom an administrator/agent is communicating. It also shows the inbox name to which the conversation belongs and an icon depicting the source of the communication channel. Here's is the list of popular message channels that Conversation Management supports:
Icons
Channel
Website widget
Facebook Messenger
LINE
Slack
4. Export and delete: The three vertical ellipses on the top center of the toolbar give options to export the details of a specific conversation and delete it permanently from the account. If a conversation is in the Resolved state, you'll also get an option to reopen it.
5. Resolve Conversation button: Each conversation has a circular icon with a tick mark at the top of the chat window beside the name of the administrator. Upon clicking, the conversation will move to the Resolved state and you'll get a blank canvas asking to select a conversation from the left panel.
6. Text area: This area lies at the center bottom of the conversation window. Agents/administrators can simply type a text-heavy message, send attachments that includes files, images, audios, and videos, and add emojis emotional engagement. Canned Responses and private notes can also be sent through this text area.
7. Personal information: This section at the right-hand side panel contains the information of users. The user information in this section keeps changing as per the conversation selected. This information is editable by the administrators.
8. Properties: This section allows you to allocate key-value pairs to the conversations. Using key-value pairs, you can add additional information about the user such as priority and designation.
9. Labels: This section allows you to associate custom information with a conversation. It can be a department name, foreign presence, or color mapping used to distinguish the categories of users. These labels help in the effective reporting of conversations.
10. Technical details: This section records system-specific technical details of an administrator/agent such as browser type through which the message has been sent, location, device type, and so on.
11. Previous conversations: This section records data of previous conversations of admin/agent; previously had with a user of a multichannel inbox, i.e., on WhatsApp, Facebook Messenger, etc.
12. Profile icon: At the bottom-left corner of the screen, you can see a profile icon containing three options: 1. My Profile: Clicking this option will open a window in which you can update your name and profile image. 2. Help Docs: Clicking this option will land you on the official documentation guide of Conversation Management. 3. Log out: Clicking this option will conclude the use of your Conversation Management account.
Now that you have understood the terminologies and user interface of Conversation Management, let's try creating a human-agent service for a website and learn how the interaction gets handled effectively.
