My chat inbox

To access the chat inbox, navigate to the "Chat" menu in the sidebar.

The platform allows you to sort your conversations by their status:

• Ongoing chats
• Completed chats (chats that have been archived)

To archive a chat, click at the Archive button at the top right corner: 

Clicking on the filter button will display a dropdown list with several filtering options, allowing you to sort messages by scope: place, region, sector, country, or others:

Reply features

At the bottom of the reply section, you'll have access to features that help you respond to your customers in the best and most efficient way possible.

• Emojis: If you wish, you can add emojis to make your responses more dynamic and colorful.
  
• Attachment: By clicking on the paperclip icon, you can attach documents (up to 100MB) to your response.
• Spell checker: To enable it, click on the ABC icon at the bottom of your reply field. It will turn blue. When sending a response, a pop-up window will appear if any spelling, grammar, or syntax errors are detected. You can then choose a suggested correction or edit the text yourself.
  

Chat Statistics

Chat volume

At the top of the dashboard, you can see the total number of customers with an active chat with your establishment. A chat is considered “active” when at least one message has been sent during the selected period.

The Distribution section shows how active chats are spread across different channels and platforms.

The Evolution section displays a graph showing the evolution of the number of chats over the years. You can observe trends and compare current data (solid line) with that of the previous period (dotted line). You can also choose to view the overall evolution, by collection channel, and by platform.

Finally, the Ranking section lists establishments by the number of active chats. Using the available filters, you can analyze data by places, regions, sectors, countries, or others.

Chat support

Places to monitor

At the top of the Chat support page, you have access to an overview of places where customers have been waiting for a response for more than 4 days. This allows you to quickly identify establishments that require special attention.

Average pickup time

This section of the dashboard shows the average handling time of chats based on the day and hour the chat started. The heatmap allows you to visualize the periods where handling times are longest or shortest.

• Colors and significance: The chart uses different shades of blue to represent handling times, ranging from less than an hour to more than 24 hours. Crosshatched boxes indicate periods where no chats were received.
• Performance analysis: By analyzing this chart, you can identify when the team is most responsive or, conversely, where improvements are needed. This can help you adjust your team's schedule to better meet customer needs. Use the filters available at the top right of the dashboard to refine the data for specific periods.