Chat Interactions

Views

Intercom offers several folders for different views as the conversations are created or follow a workflow.

• Your inbox: this folder will show only the conversations that you have assigned to yourself.

• Mentions: this folder will only show conversations where your name has been mentioned.

• Created by you: this is pretty self-explanatory and for the most part should remain at zero, since we are going to tend conversations created by customers and not create conversations to chat with them.

• All: here you will be able to filter all created conversations that are currently open or closed.

• Unassigned: all conversations that have been recently created and have not been yet assigned to Support, will undergo the workflow with the bot in this folder.

Once you have your own Intercom account, you will be able to create the Views for Tickets and Chats.

These are the most important folders that you will be required to check frequently.

Tickets: this view will only show the tickets that have been created and are currently open or in progress. These are tickets that we need to follow up on and are linked to a JIRA case to be further checked. Customers can see these tickets' statuses and see what we write on the description or further comments made.

Chats: this view will let you know which conversations have finished the filter with the bot and are ready to be answered by customer service.

Assigning the conversation

All conversations are automatically assigned as soon as they start a conversation, to the agents active in sequential order.

The customer is first required to go through the steps with the bot to categorize the query and then the agent can start answering chats.

In case you need to assign the conversation to a manager or a supervisor, you can do so by going to the right side panel, once you have clicked on the conversation, you can assign it to the other teammate.

Conversation overview

It is paramount that customer service completes a quick overview of how the bot has filtered the conversation before tending the customer.

Initially you can send a quick message to introduce yourself and assure the first response time is not affected while you take a look at the selected filters.

Once the conversation is assigned and you are ready to attend the customer you can focus on the information showing on the left side of the conversation, the responses selected by the customer will easily tell you what the query is about.