1. Introduction
Multiple Users of the chatbot might approach your bot via different channels, it could be either web, whatsapp or any other social media channel, with our stitching mechanism you can link all the same users to one view so that you can view all their queries and monitor the progress on the resolutions.
2. Stitching
Users will be stitched if the below conditions are met:
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The attribute user.phone_number should have the same value.
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The attribute user.email should have the same value.
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Both the attributes user.phone_number and user.email have the same value.
You can stitch it in two ways:
You can use the ‘Set User Attribute’ node and update the values to the above-mentioned attributes: For instance, we pick user.phone_number.
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You can update them manually by navigating to the Message section.
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Edit Phone number in User Details.
Additional Attributes – The attributes created in the flow will be displayed here, if the attribute is having empty value then a ‘-‘ would be shown.
Recent Conversations – The stitched conversations of the Users will be displayed here.
Event Log History - Event log history will show the agent activity for the user.
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Audit Conversation Routing (View Detailed Logs): The ‘View Detailed Logs’ feature in the one-view inbox helps you to view the detailed activity of that particular conversation without leaving your current chat window.
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It can be enabled by turning ON the toggle button as shown below.
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You can view activity details such as shifting between agent to agent categories and channels, live chat requests, and conversation auto-resolution along with a date and time.
3. Keyboard Shortcuts
Using shortcuts makes you more efficient at doing certain tasks on your computer. When you’re not necessarily reaching for the mouse every second and once you start using shortcuts each day, you’ll start noticing a boost to productivity.
3.1. Availability
Shortcuts are provided in the Messages tab for all the roles.
3.2. Commands and impact
The shortcuts are categorised into two parts.
3.2.1 Respond Box
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i) Bold : Command + B
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ii) Underline : Command + U
iii) Italics : Command + I
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iv) Strikethrough : Command + K
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v) Add a Link : Command + L
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vi) New Line : Command + Enter
vii) Send and Resolve conversation : Command + R + Enter
3.2.2 One View Inbox
i) Starting a Conversation : Command + Shift + S
ii) Assign the Conversation : Command + Shift + A
iii) Resolve the Conversation : Command + Shift + R
iv) Mark as Pending Resolution : Command + Shift + P
v) Add a note : Command + Shift + P
vi) Previous Conversation : P
vii) Next Conversation : N
