Last updated
Last updated
Customer audiences are private 1-on-1 conversations between an agent and a customer. Agent picks customer from a queue, and audience is held using text, attachments, emojis, and if needed, via video call.
Customer audiences may include answers from pre-audience questionnaire, and metadata about the customer. Strongly encrypted identification data may also be added via secure metadata.
Agents can utilize canned messages and they can and tags and notes to the conversation.
Customer care queues appear in the left Sidebar. Clicking a queue bar will open the queue view, which can be used to pick incoming customers from the queue and view activity log. The queue activity log shows different events of the queue i.e. when the queue was opened and closed, and who picked customers (accepted audience).
Customer queue is shown in Sidebar with
Red dot - Queue is closed
Green dot - Queue is open
Blue notice colours - There are customers in queue
Clicking the arrow icon next to a queue name in the Sidebar will open a drop-down menu that allows you to pick customers without having to go to the queue view. You can also use the drop-down menu to manually close the queue.
Open Queue activity log (click queue name)
Pick person from queue
Queue settings (requires organization operator rights)
Queue statistics (requires organization operator rights)
Open/Close queue
Some actions are shown only if they are enabled for the queue.
Instructions on how to add and manage queue members are described in the Organization section:
1) Sidebar
2) Conversation section
3) Chat features
Organization
Customer care queues
Team and support channels
Customer care conversations
Private conversations with team members
About the customer
Conversation
Text field, emojis, attachments, video chat, hide/show the chat features
Notes
Caned messages
Tags to clasify a conversation
Here you can learn about customer care queues and conversations.
