Teambox
Working with Teambox User Interference
An administrator can access the “Teambox” from the left side menu as shown below;
A user can access the “Teambox” only logging through the “WorkSpace URL” and Users will see only one menu “Teambox”

Understand the Teambox User Interference

Enabling Notification & Sound

We have 3 types of notification available in the Teambox

Browser Notification

If you are accessing the Teambox for the first time in a browser then the browser will prompt to ask notifications permission, please allow the same so that even if you are in another window we able to send New Incoming Chat & Message Notifications
Please note if you are in the "Teambox" window then browser notifications will not show instead the Inline Notification will be shown.
If you have not enabled this while the browser prompt it then you can enable it anytime by clicking the browser lock icon as shown below;

Inline Notification

Inline notification will be shown only if you are in the "Teambox" window you can see "New Incoming Chat Notification as shown below;
New Message Notification can be seen as below;

Enabling Sound Notification

By default "Sound Notification" is disabled you can enable this from the "Settings" in the top pane as shown below;

Understanding Tabs in Teambox

Teambox is organised as tabs which helps you to organise chats in different status as below;

My Chats

This is the chats that are assigned to you i.e this will show the chats which are in Open Status
Please note that a user able to see the chats which are assigned only to them in this view, if want to see all the chats then please navigate to the “All Chats”

Solved

Solved chat means that if the agent has solved the customer issue then they can mark it as solved. All chats which are solved by you will be seen under this tab

Missed Chat

In the missed chat tab you can see the chats which are missed by you, when you join the chat which are missed then it moves from the missed chat to All Chats

Pinned Chats

This is where the chats which are pinned will be shown, this helps you to quickly access the pin chats

All Chats

Here you will able to see all chats from all the connected channels, this tab will be shown only if the user has the necessary permissions.

How to accept or reject a chat

If you have a new chat you will get the notification to accept or decline the chat as shown in the image. Once you accept the chat you can start a conversation.

Conversation Window

After selecting a contact from the left side you will able to see the conversation window on the center side as shown below;

Formatting Message

You can format a message with Bold, Italics, Strikethrough & Emoji using the formatting tools as shown below;

Attachments

To send attachments to your contacts click on the "Attachment" icon as shown below, and from the popup select the previously saved attachments or upload a new;

Personalising Messages with Attributes

You can personalise the outgoing messages with the attributes available against each contact like Name, Gender or whatever attributes that are created by you.

Whisper

This feature has multiple uses as below 👇
    1.
    Can be used to take an internal note while chatting.
    2.
    If multiple agents are chatting at a time which helps to co-ordinate effectively.
    3.
    Can be used for internal training purposes.
Whispered messages will not visible to the end customer

Quick Replies

Quick replies are a set of predefined messages which you can save in order to avoid typing the most frequently used replies
You can even save a reply with media files i.e you can save your product images, videos or business proposal pdf documents and quickly insert them into a conversation.
We have a keyboard shortcut to search and insert quick reply into a conversation , just type forward slash / in your keyword and it will open all the quick replies now continue typing the keyword you configured for the quick reply , just tap enter to insert the reply into your message draft.

Sending Voice Notes

You can speed up the conversation by sending Voice Notes directly to your customers or can be used internally in the Whisper to give voice instructions to your teamates
Voice note will work only with modern browsers and computer/phone should have a microphone. You also need to provide one time permission in your browser to start using your mic with Picky Assist for recording the voice notes.

Voice Note to Customers

Voice Note In Whisper

Assign Chat

A user can invite more users into an ongoing conversation using the Assign Chat Feature, on clicking the icon a popup will appear where you can Assign chat to multiple users, once done you can close the popup
You will get a notification when new users are joined in the conversation

Sidebar

The sidebar allows you to view and quick update of the contact details, you can see a right sidebar for each selected contact and able to perform below quick actions;
    1.
    Editing Name, Contact Number, Email, Changing the Timezone etc
    2.
    You can also see the Smart Replies pause till what time for that contact, add more time pause, enabling the smart replies etc
    3.
    You can also add or remove users into Tags, Categories & Sequences.

Please note Sidebar is not fully integrated, we are in the process to integrate more applications and features into the Sidebar very soon.

Last modified 4mo ago