Chatbox Guide

Managing the Chatbox

The chatbox displays conversations between customers and team members. You can filter these conversations based on channels, integrations, tags, dates and status. On the right-hand side of the chatbox, you will get to see all the information about the person who has managed a particular conversation. From personal information, activities, notes, tickets and previous conversations with the customers, you will get to see everything here.

Assigning a ticket

In the middle of the conversation or even in the case where you are not available to solve an issue, you can assign the ticket to your other team member. Open your conversation with the client, above the chat section, you will see the assign button with a symbol, click on it and choose the person you wish to assign the ticket to.

Conversing with customers

When you start the conversation with the client, you will get the notification within the chat, that the client as joined, and also you will come to know when he has left. When it comes to texting, you can modify your font, according to the subject. For typographical emphasis, you can use options such as bold, italic and underline. You can also change the font and type of text, with tags such as heading, quote, ordered list and unordered list. You can send URLs and emojis while conversing with your lead. In addition to this, there is also an option to take notes for yourself, just tick the internal note button and send the note to yourself. Don’t worry, your client won’t be able to see it as it is designed for internal purpose only.

My Activity

This is like a mini version of the profile, here you can set your username, primary email, location, position, description, and profile picture. Here you also get to see what activities you have performed, conversations that have taken place on the chatbox and also the notes you took while handling a customer.

Service Ticket

The service ticket dashboard makes it easy for you to manage tickets or leads received from your integrations. With the help of this, it becomes effortless for the whole team to coordinate and be in sync throughout the process.

Create boards and pipelines

Depending on the different types of tickets you receive, you can create different types of boards. According to the intensity of the ticket, you can create different pipelines and levels (lists). Click on the add board/pipeline button on the right-hand side corner and simply create your board/pipeline.

Managing Tickets

The dashboard is designed with a simple drag and drop option. Once the issue in the first level is resolved, team members can simply drag it and drop it into another level, from where another team member can take it forward.

Filter and archive lists

Once you're done with the list in the pipeline, you can simply archive it by clicking on the three dots beside the name of the list. To see the archive lists, you have to click on the menu button and there you can filter the list as well as find the archive lists.

Generating Reports

Saino offers you 7 types of reports, such as Volume report, Response report, Response close report, First response report, Volume report by customer, Export report and Response frequency report. All the reports give the results of the campaign tickets and interactions in detail.

• Go to the reports section

Select the type of report you wish to see, choose the integration platform, and lastly, set the date and click search.

Data will be displayed in the form of pie charts and bar diagrams according to the integrations and tags.

Integrating Platform

Being an omnichannel integrated chatbox, you can integrate various social platforms in the chatbox to keep a track of your customers' issues and queries.

Click on the integration section on the left-hand side menu, a board with all the integrations will appear.

Click on the add button of the platform you wish to integrate and perform the necessary steps.