Process Overview

  • The customer opens the conversation pane on Facebook, Web Chat, Twitter, WhatsApp or SMS and writes a message or publishes a public post on the organization's Facebook wall
  • The system automatically detects the customer if possible (by his phone in SMS channel, by his social profile in the other channels)

If not identified, the association of the conversation to the customer will be done by the agent, and then the system connects a social profile record to the contact selected in the conversation. Technical note: For SMS, a profile is created by phone number, for Web Chat based on a unique ID for each customer and channel

  • If there is no active conversation to the customer, a new SimpleChat Conversation record associated with the customer is created in the system
  • The system can automatically answer the customer via bot, including the ability to send a question and define the continuation of the conversation according to expected responses, and at any time the system can transfer the conversation to an available agent
  • The agent can see the conversations and all other activities assigned to them in the SimpleChat panel that is displayed alongside the system
  • When a conversation is routed to the agent the it is displayed in the SimpleChat panel with an indication of a new conversation, and if the agent delays too much in reading the message another indicator will light up as per urgency. The conversations are displayed in the panel are in the order in which they were received
  • By clicking on a conversation in the panel, the system displays the conversation pane with the transcript of the conversation and other details, where the agent can answer the customer. As a result, the urgency indicator is lit off, to indicate that there are no messages in the conversation that the agent has not seen
  • Any additional message from either party is attached to the active conversation, and as a result of each message from the customer if the conversation pane is not displayed to the agent the urgency indicator will re-light, and as the agent delays it will change color
  • In the customer-side chat pane, the conversation thread is displayed. In addition to composing messages, the customer can also attach files, send an emoji, and depending on the channel can see whether each message sent is received and watched
  • On the conversation pane, in addition to writing messages, the agent can also send files and text from a template and see the messages from previous conversations with the customer, including the date of each conversation and the name of the agent who sent each message
  • The agent can add more people to the conversation, snooze the conversation to a later date to make room for other conversations while waiting for the customer, or route the conversation to another person for further processing
  • The agent can document internal comments that are not exposed to the customer, for example for internal consultation with the other participants
  • At the end of the conversation with the customer, the agent will end the conversation. Alternatively, if the customer does not answer within a specified time, the system can close the activity automatically