Support App

The Support App is the central hub where all user interactions across different channels are managed.

Unified Inbox: Centralized Conversation Management

The unified inbox collects and organizes all incoming conversations from different channels (e.g., Website, WhatsApp, Facebook Messenger, Instagram) into one place.

Accessing the Inbox:

• Log into the Memorly.ai platform and navigate to the Support App section.

• The Inbox tab displays all active conversations in chronological order.

Here are the different chats of different channels.

Here is different features of the support app.

Here you can schedule any follow up event.

Here is the option of search messages.

You can mark any conversation as important.

Conversation Organization:

Conversations are tagged with labels indicating their source channel (e.g., Web, WhatsApp).

Filters allow you to sort conversations based on:

• Status: Open, Closed, Pending, Escalated.

• Priority: High, Medium, Low.

• Assigned Agent: View conversations assigned to specific team members.

• Date Range: Filter chats based on when they were initiated.

Real-Time Updates:

• The inbox refreshes automatically, ensuring agents see new messages as they arrive.

• You can filter-out the conversations according to all, resolved and unresolved. Also, you can select different channels here.

Here are different filter options.

• Here, you can check follow ups which are previous, today and upcoming.

Follow Up

Assigning Conversations to Agents

Efficiently manage workloads by assigning conversations to the right agents or teams.

Manual Assignment:

• Select a conversation from the inbox.

• Use the Assign Agent dropdown to choose a specific team member or department.

• Example: Assign billing-related queries to the billing team.

Automatic Assignment (Optional):

• Enable auto-assignment rules in the settings to distribute conversations evenly among agents.

• Define rules based on:

  • Channel (e.g., WhatsApp conversations go to Team A).

  • Query Type (e.g., Technical issues go to technical support).

  • Agent Availability (e.g., assign to available agents only).

Responding to Conversations

The Support App provides a robust chat interface for agents to respond to user queries effectively.

Accessing the Chat Window:

• Click on a conversation in the inbox to open the detailed chat view.

• The chat window includes:

  • User’s message history.

  • Contextual information (e.g., user’s name, query source, and previous interactions).

Sending Responses:

• Type your response in the input field and click Send or press Enter.

• Use Quick Replies: Pre-configured responses for frequently asked questions.

  • Example: “Our business hours are 9 AM to 6 PM, Monday to Friday.”

File Attachments:

Attach files, images, or documents directly in the chat. Example: Send a PDF of the refund policy to a customer.

Emojis and Rich Text:

Enhance responses with emojis, bold text, or bullet points for better clarity and tone.

Managing Conversation Status

Keep track of each conversation’s progress by updating its status.

Status Types:

• Open: New or ongoing conversations that require action.

• Pending: Conversations awaiting a user’s response.

• Resolved/Closed: Queries that have been addressed successfully.

• Escalated: Complex issues requiring supervisor or team leader involvement.

• Updating Status:

  • Use the status dropdown in the chat window to update a conversation’s progress.

  • Example: Mark a conversation as Pending if the user hasn’t responded.

Follow-Ups and Reminders

Ensure no conversation is left unresolved by setting up follow-ups.

• Setting Follow-Up Reminders:

  • Click the Follow-Up button in the chat window.

  • Select a follow-up time and date.

  • Add a note describing the reason for the follow-up (e.g., “Check if the refund was processed”).

• View Follow-Up Tasks:

  • Navigate to the Follow-Ups tab to see a list of scheduled reminders.

  • Use filters to prioritize follow-ups by urgency or agent.

Escalation Management

Escalate conversations that require additional attention or expertise.

Manual Escalation:

• Click the Escalate button in the chat window.

• Select a team or supervisor to escalate the conversation to.

• Add notes explaining the reason for escalation.

Conversation History and Context

The Support App stores conversation history, allowing agents to access past interactions for context.

• View Conversation Logs:

  • In the chat window, scroll up to see the user’s message history with the chatbot or human agents.

  • Logs include timestamps, agent names, and channel details.

• User Information Panel:

  • Access detailed user profiles, including:

    • Name and contact details.

    • Query history across all channels.

    • Notes or tags added by previous agents.

• Benefits of Context:

  • Reduces repetition by allowing agents to reference past interactions.

  • Improves user experience with personalized responses.

Analytics and Performance Tracking

Track agent and chatbot performance to identify areas for improvement.

• Analytics Dashboard:

  • Navigate to the Analytics tab in the Support App.

  • Metrics include:

    • Response Time: Average time taken to respond to queries.

    • Resolution Time: Time taken to close conversations.

    • Satisfaction Scores: Based on user feedback.

    • Escalation Rate: Percentage of conversations escalated to supervisors.

• Agent Performance Reports:

  • View individual agent statistics, such as:

    • Number of queries handled.

    • Resolution rates.

    • User satisfaction ratings.

• Use Insights to Improve:

  • Identify common pain points or bottlenecks in the query resolution process.

  • Provide additional training or resources for agents handling complex issues.

Collaboration Features

The Support App enables team collaboration to resolve queries efficiently.

• Internal Notes:

  • Add private notes to conversations that are visible only to team members.

  • Example: “This user is asking about a refund. Please provide details on the transaction.”

• Agent Handoffs:

  • Transfer conversations to another agent or department with a single click.

  • Example: Hand off a technical issue to the IT team.

• Tagging:

  • Use tags to categorize conversations by topic (e.g., “Billing,” “Technical Support”).

  • Tags help in organizing and filtering conversations for better management.

Multi-Channel Support

Manage queries from multiple communication platforms in one place.

• Channel Integration:

  • The Support App aggregates messages from connected channels like:

    • Website chat widget.

    • WhatsApp Business.

    • Facebook Messenger.

    • Instagram DMs.

  • Example: A user can start a conversation on WhatsApp and continue it on the website seamlessly.

• Unified User Profiles:

  • The app automatically links user interactions from different channels into a single profile, ensuring continuity.

The Support App is designed to streamline customer support by offering centralized conversation management, real-time updates, and powerful tools for agents. It improves efficiency, ensures high-quality service, and enables seamless collaboration across teams. By utilizing its features effectively, businesses can deliver exceptional support experiences.