Unassigned Messages
Overview
When using ORAI Robotics’ conversational automation platform, customers can chat with chatbots or human agents on websites, WhatsApp, and other channels. If a customer sends a message through one of these channels, but there is no chatbot or human agent assigned to handle messages from that channel, the message will go to the “Unassigned Messages” tab.
Availability
The supervisor can see the Unassigned Messages tab under Messages.
Assign Messages
A supervisor or owner can choose to assign a message to an available agent or pick it up themselves. If assigned to an agent, it shows up as a new request for that agent.
Filters
Agents can click on the icon next to the Availability toggle to sort or filter new chats assigned. The ‘Filter messages’ feature allows users to narrow down and organize their messages based on specific criteria, making it easier to find and manage relevant conversations.
Navigate to Messages > Unassigned() and click on ☵.
Sorting Options
- Sort Messages: Arrange messages in a preferred order with options such as ‘Newest user first’, ‘Oldest user first’, ‘Recent user messages first’, and ‘Recent messages first (Default)’.
- Channel: Filter messages based on the communication channel (e.g., ‘Website’, ‘WhatsApp’, ‘Instagram’).
- Conversation Closing Time: Filter messages based on the time the conversation was closed.
- SLA Non-Adherence: Identify conversations where the service level agreement (SLA) has not been met with options such as ‘First Response’ and ‘Resolution’.
- Joined On: Filter messages based on the date the customer joined the conversation, useful for tracking conversation duration.
Quick Filters
Agents can also click on the ‘Quick Filters’ icon next to the filter icon to filter new chats assigned. This feature allows users to efficiently manage conversations based on the retargeting window closing time.
Navigate to Messages > Unassigned() and click on ☵.
Quick Filter Options
- WhatsApp chat closing in 6/3/1 hrs: Filter WhatsApp conversations based on the time left to respond.
- SLA Breach for Resolution: Identify conversations where there was a failure to resolve an issue within the agreed-upon SLA timeframe.
- SLA Breach for First Response: Identify conversations where there was a failure to provide an initial response within the SLA timeframe.
Importance of Unassigned Messages
The Unassigned Messages tab is a key component of efficient customer service management. It ensures that all customer messages are captured and addressed, regardless of the channel or category from which they originate.
Support
If you face any issues or have queries, please reach out to us at support@orairobotics.zohodesk.com.