Superlemon’s Shared Team Inbox Dashboard Handbook
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
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
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 firstname.lastname@example.org.You need to buy the “Engage” plan of Superlemon to use the Shared team inbox.
Shared Team Inbox Dashboard Home Page
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
3. How to add new users:
in the roles tab
The same person can have multiples roles as well
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.
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.
“Livechat Agent Max Chat limit” section
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 -
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
status, department, from, to, and tag filters.
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
offline and after office hours will automatically get assigned to gupshup bot
to the agents who are online at that moment.
Livechat Section - Analytics
The below list consists all the data points captured during the course of the user journey on the support dashboard:
They are the total number of conversations in the selected time period.
They are the total number of messages in all the conversations in the selected time period.
Per day is the total number of conversations divided by the number of days in the selected time period.
Are the number of conversations still open in the selected time period.
Is the day that has the maximum number of conversations in the selected time Period.
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
Livechat Section - Managers
then click on add button. The manager can add multiple users at one go.
delete icon at the end of the corresponding live chat manager name.
Livechat Section - Agents
on the add button. Admin / Managers can add multiple users at one go.
and type the agent’s name.
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
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.
department in the name box and then can add the description of the department.
manager can click on the radio button ‘Yes’.
Livechat Section - Office Hours
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.
How will an incoming conversation look like
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
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
the agents who are added in the Live Agent Department
For more information or help please write to email@example.com