Teambox

An administrator can access the “Teambox” from the left side menu as shown below;

Understand the Teambox User Interference

Enabling Notification & Sound

We have 3 types of notification available in the Teambox

1. Browser Notification

2. Inline Chat Notification

3. Sound Notification

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

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

My Chats is a section that displays chats currently in the open stage which is assigned to you. Users can only view the chats they have accepted. A chat typically appears under the "My Chats" tab when a user, whether Admin or Agent, accepts a chat request. You can only send messages to the chats under 'My Chat'. For Agents, there is an additional way for chats to appear under "My Chats" through the Forceful Chat Assign feature in the Assign Chat Action. This feature allows Admins to directly assign a chat to an agent without providing the option to accept or reject it. As a result, the chat is automatically added under "My Chats" for the assigned agent. All the chat request accepted by the agents will come under admin's My Chats tab.

Please note that a user able to see the chats which are joined by 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 you have solved the customer issue or you have completed the conversation then you can mark it as solved. You can mark a chat as solved by clicking on the "Mark as Done" tick icon button located at the top-right corner of the chat window. All chats marked as solved will then appear under the "Solved" tab. Admins have the option to grant privileges to individual users, determining whether this tab is visible to them or not. If a customer sends a new message after a chat has been marked as solved, it will first appear as a request that needs to be accepted. To send messages to previously solved chats, you must click on the "Join Chat" option found at the bottom of the solved chat session.

When a chat is marked as solved by an agent, it will appear under the Solved Chat tab for that agent and also under the Solved Chat tab for the Admin. Agents can only view chats they have personally marked as solved, whereas Admins can see all chats marked as solved by any agent. Once a chat is marked as solved, it will always be listed under Solved Chats, even if it is reopened. In such cases, the chat will simultaneously appear under both My Chats and Solved Chats.

Missed Chat

The Missed Chat tab displays chats that you have missed. A chat is considered "missed" if you do not accept a chat request within a specified time frame as mentioned in Routing Rules. These chats will be automatically categorized under the Missed Chat tab.

To start conversation with a missed chat, you can click on the Join Chat option. Once you join a missed chat, it is moved from the Missed Chat tab to the My Chats section. Admins can control whether this tab is visible to agents by adjusting their access privileges in the Roles. This allows for efficient management and ensures users can respond to missed chats as needed.

Missed chats have an additional "Clear" option when opened. Clicking this option will remove the chat from the Missed Chat tab. For agents, clicking the "Clear" button will only remove the missed chat from their own tabs. However, the Admin can view all agents' missed chats within their own Missed Chat tab. If the Admin clears a missed chat, it will be removed from all agents' Missed Chat tabs. Both the Admin and agents can view all event logs within a conversation, allowing them to see which agents have cleared missed chats.

In the case of the Broadcaster Routing Rule, if a chat request is missed by all agents and the admin, meaning that if no one accepted the chat request it will appear in the Missed Chats section for everyone, including the admin. However, if any agent or the admin eventually accepts the chat request, it will no longer appear in the Missed Chats section of the agents who missed it.

In the case of the Round Robin Routing Rule, if a chat is missed by everyone during the round-robin cycle, it will appear in the Missed Chats tab for both the admin and agents. However, if any agent or the admin accepts the chat request during the round-robin cycle, the chat will then appear in the Missed Chats tab only for those who missed it.

Pinned Chats

This is where the chats which are pinned will be shown, this helps you to quickly access the pin chats. Chats of customers whom you regularly chatting or chats of high priority customers can be pinned for easy access. Chats under all tabs like My Chats, Solved and Missed Chat can be pinned. Chats under My Chats can be pinned from Actions by selecting a chat. Admin can give privilege to each user whether this tab needs to be shown or not to the users. Below picture shows how to pin a chat in My Chats tab.

Chats in the My Chats, Solved Chats, and Missed Chats tabs can be pinned for quick access. To pin a chat under My Chats, hover your mouse over the chat, and a checkbox will appear on the left end. Click the checkbox, and an Actions button will appear at the bottom of the chat tab. Click on the Actions button and select Pin Chat from the options that pop up. The chat will then be pinned and moved from My Chats to the Pinned Chats tab. For Solved and Missed Chats, you can pin a chat by clicking on the Pin Chat option that appears at the bottom when the chat is opened.

If an Admin pins a chat in My Chats that is also assigned to an agent, it will move to the agent's Pinned Chats tab as well. Similarly, if an agent pins a chat in My Chats that is also assigned to the Admin, the chat will also appear in the Admin's Pinned Chats tab.

Remember, when pinning a Solved or Missed chat, it will automatically open the chat for conversation, changing its status to Open. Unpinning these chats will then move them to My Chats since they remain in the open stage.

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.

The All Chats tab displays all chats from various categories, including Open, Pinned, Missed, and Solved tabs. It consolidates all chats, providing a comprehensive view of every conversation from all connected channels. This allows for easy access and management of all ongoing, pending, and completed chats in one centralized location.

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. Here you will able to see all chats from all the connected channels.

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. Admin can give privilege to each user whether they need to give privilege to view Attributes values or not

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.

Quick Replies

Quick replies are a set of predefined messages which you can save in order to avoid typing the most frequently used replies

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 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

Team Box Remove and User Left Chat

This feature gives an option for users to leave a chat by them self or another member with privilege can “Remove” user from the chat.

Role Permission

In the role privileges you can see “Allow Remove Users” If this is enabled users can remove an agent from the chat. You can enable this setting by going to more menu> organisation> roles>Allow remove Users

For example if 3 agents have a joined a chat then 2 agents can exit the chat by themselves or the user can remove the two agents from the chat.

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 copy the name, email, phone on moueover of each data

3. It's possible to send email, make call from your system default app by directly clicking the action button which will show mouseover on each Email & Phone field

4. By default when an agent joins the teambox conversation the smart replies feature will get disabled automatically for next 15 minutes and additional 15 minutes keep adding whenever an agent sends a message to the user, it's possible to extend the pause of smart replies or can enable the smart replies anytime.

5. You can also see the Smart Replies pause till what time for that contact, add more time pause, enabling the smart replies etc

6. You can also add or remove users into Tags, Categories & Sequences.

7. Campaigns - To Add/Remove a Contact from a Chatbot

You can easily add or remove a contact from a chatbot manually. To add a contact, select the desired contact from the chat list and click the "Add to Chatbot" button. From the chatbot dropdown list, choose the chatbot where you want to add contact.

Once a contact is added to the chatbot, clicking on "View Conversation" will redirect to the chatbot's conversation log.

If the contact is already in a chatbot campaign,and you want to add the same contact to another chatbot, the click on the “Add” button will remove it from their current chatbot and add them to the new one.

To remove a contact from a chatbot, click the “Delete” icon, which will remove the contact from that chatbot.

1. Opt-out list : You can manually add a contact to opt out list which restricts sending messages or emails to contacts already in those lists. Click here to read more about opt out

Click on the "Add" button and select the opt-out list to which you want to add the contact.

After selecting the opt-out list, check the email address, phone number, or both that you wish to add to the opt-out.

Choose the channel from the list that corresponds to where you want to apply the opt-out.

If a message is sent from that channel, and the contact is in that channel’s opt-out list, the message will not be delivered to them.

(See the below picture)

When you want to remove the contact from an opt-out list click on the “Delete” icon.

1. Blacklist: You can add/remove contact to blacklist manually.Click here to read more about blacklist. By clicking on “Add to blacklist” you can add that contact to blacklist.

You can remove the contact from blacklist by clicking the Delete button.