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Superlemon’s Shared Team Inbox Dashboard Handbook

INDEX

1. Introduction

2. Prerequisites

3. Shared Team Inbox Dashboard Home Page

4. Types of Roles/Rights that can be assigned to any user

5. Administration Section - User Addition

6. Administration Section - Users

7. Administration Section - Waiting Area

8. Administration Section - Tags

9. Administration Section - Standard Response

10. Administration Section - Feedback Management

11. Administration Section - Nudge User

12. Administration Section - Nudge Agent

13. Livechat section - Current Chats

14. Livechat section - Analytics

15. Livechat section - Real-Time Monitoring

16. Livechat section - Managers

17. Livechat section - Agents

18. Livechat section - Departments

19. Livechat section - Office Hours

20. Livechat section - Waiting Area Agent Limit

21. How will an incoming conversation look

22. Superlemon’s Shared Team Inbox Dashboard Best Practices and Guidelines

Introduction

Shared Team Inbox is a modern solution to help you manage all incoming/two-way

messages on your Business WhatsApp number in an easy and accessible way. It helps

businesses to deliver personalized and uninterrupted customer services. It provides

quick access to chats based on criteria that will help the agents to prioritize their work.

The dashboard provides visibility to the number of chats attended by agents on a

daily/monthly basis and other conversation and productivity metrics to identify the gaps

and thereby finding measures to remove the shortcomings to improve performance and

ultimately customer satisfaction

Prerequisites

Log in to Superlemon’s Shared Team Inbox dashboard link shared with you on email & Enter credentials. If you have not received the Dashboard link, get in touch with us at support@superlemon.xyz.You need to buy the “Engage” plan of Superlemon to use the Shared team inbox.

Shared Team Inbox Dashboard Home Page

  • On the home screen you will see a welcome message from Gupshup in the center section. (Gupshup is the parent company of Superlemon)
  • To the left-hand navigation you will see a green toggle button, it is mandatory to switch this button on (this indicates that the agent is online)
  • You can view your profile details on the left top corner.
  • The messages assigned to you will show up in the left-hand panel
  • The chats can be viewed in three ways: Extended / Medium / Condensed
  • You can view the chats Alphabetically or Latest chat
  • Clicking on the three ellipses you can navigate to
  • Administration section
  • Livechat section

Administration Section - User Addition

1. Only the admin can do the following activities on the Administration page

2. Manage the shared team inbox dashboard users

  • Add new users
  • View list of users (both admin and manager can perform this action)
  • Add and delete HSM template (both admin and manager can perform this

action)

3. How to add new users:

  • Click on the (+) button on the left top corner of the Administration page
  • Add a Profile picture with the attach option available (optional)
  • Enter the name of the user
  • Enter the username of the user
  • Enter the email address of the user
  • Admin needs to make sure to turn on the “require password change”

button on

  • Add a password to this user
  • To assign a role to this user choosing the option from the drop-down menu

in the roles tab

  • NOTE: You can add three roles right now
  • Admin
  • Manager
  • Agent

The same person can have multiples roles as well

  • Click on the save button to save your new member addition details

Administration Section - Users

To search users who are added to the dashboard, the admin can click on the search bar and type the name, username, or email ID of the desired users.

Administration Section - Canned Responses

If there are responses that will be used on a day-to-day basis, you can create

those responses here so that the agents do not have to type out the responses for

each and every incoming message. The character limit is 2048 characters.

  1. Admin and Manager can perform this action.
  2. Go to canned responses inside settings.
  3. Click on the (+) in the top right corner and type in the canned response and save.
  4. All the canned responses added will be listed down the the canned response section
  5. To edit. delete any canned response click on the edit button next to the quick

response and click on edit and delete respectively.

To use the canned response, the agents will have to type (shift%) on their keyboard while replying to the chats and the list of quick responses will be displayed.

Administration Section - Waiting Area

To determine a specific limit to the number of messages each agent should

receive, click on the waiting area settings.

  1. Switch on the “Livechat Waiting Room Enabled” button ON
  2. Enter the number limit to the messages each agent can receive on the

“Livechat Agent Max Chat limit” section

  1. Enter a message that your customers will receive while they are in the

waiting list in the “Livechat Enqueue Message” section.

Administration Section - Tags

The Admin/Manager can create tags here. The agents can later use the used tag

to highlight a particular conversation under that particular tag.

Click on the (+) Button on the open write corner of the tags section and type in the

name of the tag in the “Name” section and Save.

The list of all the created tags will appear under the “Tags” section.You may

further click on any of the tags to edit or delete it.

Administration Section - Standard Response

Standard response enables you to send fixed responses for certain events at the time new chat creation. There are 3 types of responses -

  1. Welcome Message - Message sent to the customer at the time of chat assignment to the agent
  2. When all the agents are offline/ busy - Message sent when the all the agents are either offline or busy
  3. When event closes - Message sent when the chat is resolved

Administration Section - Feedback Management

Using this feature, the system can send a feedback form to the customer once the chat is closed. You can create a feedback form by entering the question and adding the options in a button format.

Administration Section - Nudge User

Nudge user enables you to send reminder messages to the customer at different time intervals. Here the intervals are set up on the customer inactivity in the chat

Administration Section - Nudge Agent

Nudge Agent allows system to send automated messages to Agents and Managers based on time rules. This feature enables agent to stay on top of the conversations, leading to effective communication

Livechat Section - Current Chats

  1. Here the Admin/manager only can view the list of all the current chats that have

happened.

  1. To search the chats the Admin/manager can use guest, phone, served by,

status, department, from, to, and tag filters.

  1. To Transfer all chats which could not be assigned due to agent unavailability or

due to non-working hours, the Admin/ manager can click on the reversible reaction

icon and then click on transfer in the following pop-up

  1. NOTE: All the incoming chats which are received - when all the agents are

offline and after office hours will automatically get assigned to gupshup bot

  1. Once you click on the transfer button the chats will automatically get transferred

to the agents who are online at that moment.

  1. You may click on the (+) Button next to the filters and search by tags as well.

Livechat Section - Analytics

  1. NOTE: This section will only be visible to an Admin / Manager
  2. On the analytics page, the admin/manager can monitor the conversations, productivity metrics, and productivity of individual agents which can then be downloaded.
  1. There is an option to filter and view all the conversation and productivity metrics using the time period in the top left-hand corner

The below list consists all the data points captured during the course of the user journey on the support dashboard:

Total conversations:

They are the total number of conversations in the selected time period.

Total Messages:

They are the total number of messages in all the conversations in the selected time period.

Conversations:

Per day is the total number of conversations divided by the number of days in the selected time period.

Open Conversations:

Are the number of conversations still open in the selected time period.

Busiest day:

Is the day that has the maximum number of conversations in the selected time Period.

Busiest time:

Is the time interval that has the maximum number of conversations in the selected time period.

Average of response time:

Is the sum of the response time of the live agents divided by the number of responses in the selected time period.

Average of first response time:

Is the sum of first response time of the live agents divided by number of first responses in the selected time period.

Average of reaction time:

Is the sum of time realized from bot to agent handover to the agent’s first response divided by the number of such responses in the selected time period.

Average resolution time:

Is the sum of time realized from bot to agent handover to the chat closure time divided by the total number of chats handed over to agents in the selected period.

Average closure time

Is the sum of time realized from when the user pings to the chat closure time divided by the total number of chats in the selected period

You may also view the Tag wise Analytics by choosing the tag in the “Select Tag Section”

Livechat Section - Real Time Monitoring

  1. On the Real-time monitoring page, you can observe conversation, chats, productivity, and service metrics in real time through pie charts and graphs.
  1. NOTE: Real-time monitoring section will show you data for that particular day
  1. The Admin/ Manager can monitor all the metrics on the following real-time values:
  • 5 seconds
  • 10 seconds
  • 30 seconds
  • 1 minute

Livechat Section - Managers

  1. Here you can view the list of all the live chat managers.
  2. Add, search, and delete managers from the list using this page.
  3. To add a live chat manager, the manager user should search by username and

then click on add button. The manager can add multiple users at one go.

  1. To delete a live chat manager from the list, the manager user can click on the

delete icon at the end of the corresponding live chat manager name.

  1. To search a live chat manager from the list, users can click on the search bar and type the required manager’s name.

Livechat Section - Agents

  1. The Admin/Manager can view a list of live chat agents.
  2. Admin can add, search, and delete agents from the list using this page. :
  3. To add a live chat agent, the manager should search by username and then click

on the add button. Admin / Managers can add multiple users at one go.

  1. To search a live chat agent from the list, the manager can click on the search bar

and type the agent’s name.

  1. To delete a live chat agent from the list, the manager can click on the delete icon

at the end of the corresponding livechat agent’s name.

Livechat Section - Departments

On this page, the Admin/Manager should add agents to the live agent department.

NOTE: A chat cannot be transferred to an agent unless he/she is added to the live agent department irrespective of he/she being online

  1. The manager can see a list of departments on this page, search and delete

departments from the list and can also add a new department.

NOTE: The incoming chats will first land/ get assigned to the user who are

added in the Live Agent department, they can then manually forward the chat to another department.

  1. To add a new department Admin / Manager can click on the new department

button.

  1. A new department page will open. The manager can enter the name of the new

department in the name box and then can add the description of the department.

  1. To enable the department and to show it on the registration page, Admin/

manager can click on the radio button ‘Yes’.

  1. To add the department email ID, the manager should add an entry on the email

box.

  1. To add agents to the department, the manager can search an agent in the search bar by username and then click on the add button.

Livechat Section - Office Hours

  1. On this page Admin / Manager can manage the office hours and can do the

following activities:

  • Enable office hours
  • Allow online agents outside of office hours
  • Mark open days of the week
  • Set office hours of the entire week
  1. To enable the set office hours, the manager can click on true or else false.
  2. To allow agents to be online outside office hours, the manager should click on true or else false.
  3. To mark open days of the week, the manager can click on the respective days of

the week.

  1. To set office hours for each day of the week, the manager can select the opening

and closing time of the day and then click on the save button.

Livechat Section - Waiting Area Agent Limit

You can add a limit to the number of messages each agent can receive. The limit for each agent can be different as per their credibility.

  1. Go to the waiting area agent limit under live chat section
  2. Click on the edit button next to the agents name
  3. Add the number limit for that particular agent.

How will an incoming conversation look like

  1. To send a reply to a chat, the agent should click on the chat and the respective

chat room will open, where he/she can respond to the chat.

Close Chat: To close the chat agent should click on the close button and then choose a reason for closer and click on send.


Transfer Chats: To forward the chat agent should click on the forward button and then select a department and the user they want to forward the message in the forward chat pop-up.


Past Chats: To view past chats with the same user, the agent should click on the chat icon, the following pop-up will open, and then select the past chats from the list. Click on the (i) icon on the

top left 

NOTE: History for past 90 days will be stored here


Add Tags: Click on the edit button

Click on Tags button and all the tags added will show up in the drop down

Choose a tag from the list and save


Superlemon’s Shared Team Inbox Dashboard Best Practices and Guidelines

  1. Make sure to switch the live chat toggle button on once you login to the

dashboard

  1. Make sure after adding a new agent you also add the agent to the live agent

department

  1. The chats served by gupshup bot can be transferred only by an Admin
  2. The chat can only be transferred or replied to within 24hours.
  3. Irr -respective of having multiple departments , the chats will first get assigned to

the agents who are added in the Live Agent Department

For more information or help please write to support@superlemon.xyz