To understand the working of Quickwork Chat, 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 has owned the Quickwork Chat account. An administrator will have access to all Quickwork Chat features such as conversation assignment, reporting, inbox creation/updation/deletion, exporting and deleting an account, and so on.
Agent: An agent is an employee of the company who is invited to join the conversation with a user assigned by an administrator. Agents will be able to view and reply to messages of the users. Agents can access inboxes and their conversations. They can assign conversations to other agents or themselves and resolve conversations.
Inbox: A successful connection of a website channel or of a multi-purpose communication channel with Quickwork Chat is called an inbox. You can have unlimited inboxes in your Quickwork Chat account.
Conversation: A single to and fro message flowing between an admin/agent and a user is called a conversation. You can see all the 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 withing a custom expression. This custom expression is called Short Codes. Canned Responses can easily be accessed by typing / followed by a Short Code.
Once you are aware of the terminologies, understanding Quickwork Chat's user interface will require just a few minutes.
When you sign in to your Quickwork Chat account, you'll be automatically taken to the Quickwork Chat's Conversations dashboard. Here is the screenshot with identifiers highlighted for a better understanding:
The above illustration is Quickwork Chat'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: 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: 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: 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: This is a drop-down classification section which displays the conversations as per the option selected. It has 4 filter options:
Mine: This tab 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 tab.
Unassigned: This tab is more of a concern for an administrator as he/she assigns the conversation to the agents. The conversations that are unassigned lies under this tab.
All: It contains the list of all the conversations (Mine, assigned and Unassigned) throughout the account:
3. Conversation heads: The conversation heads 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 Quickwork Chat supports:
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: 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 to 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 button will open a window in which you can update your name and profile image. 2. Help Docs: Clicking this option will land you to the official documentation guide of Quickwork Chat. 3. Log out: Clicking this option will conclude the use of your Quickwork Chat account.
Now that you have understood the terminologies and user interface of Quickwork chat, let's try creating a human-agent service for a website and learn how the interaction gets handled effectively.