Helpdesk End to End Training Video
This video covers :
- How to get started with BIK's Helpdesk.
- Setting up your agents & bot flows.
- Setting up OOF hours & other business related settings.
Helpdesk Components
Helpdesk Screen is divided into following components
Top Navigation bar
Left panel
Chat list panel
Message console panel
Right panel
Features of the components:
Top Navigation bar
Channels overview - To connect/disconnect and check status of channels. More here
Notification center - Real time notifications for agents about new incoming messages.
Profile section - A central location for storing and accessing user information.
Left panel
Chats navigation - Quick filters to help you switch between various conversation statuses(My chats, All chatsetc)
Custom views - To easily navigate your agent’s/team’s day to day activities. More here
Teams navigation - To easily navigate to team’s inbox.
Right panel
Customer overview - Find all the details of your customer & his/her activities with your brand over a time period
Live shopify store - Your Brand’s live shopify store for ease of access to your agents to have an end to end sales journey with your customer on chat interface.
Ticket History- View overview of all your previous customer outreach to your brand & ease of navigate to their previous ticket history
Chat list
List of chats across all connected channels
Quick filters - Find your customer’s chat basis labels applied to the conversation
Filters for channel & type of messages in social channel(Comments,messages)
Customer search works on following attributes:
instagram account id , messenger account id
phone number
email id
customer name
customerId
ticketId
Message console
Message window
Customer basic details
Snooze option - You can snooze a conversation to revisit at a later duration.
Conversation labels - To help you maintain customer context during your interaction window. More here
Conversation status - To help you track your customer interaction journey. More here
Assignment - To help you maintain agent efficiency while ensuring great customer experience. More here
Whatsapp template - Only for whatsapp channel, you can send out to a template to customer irrespective of 24 hour conversation window using this option. Templates need to be created under template section(https://dashboard.bik.ai/content/my-templates)