Managing Customer Conversations Across Channels in ShopAgain

To manage customer conversations efficiently, go to https://app.shopagain.io/conversations. This feature allows you to access customer chats from various channels and respond to them, functioning as a ticketing system. Below is an overview of how to navigate and manage conversations within the platform.


Available Channels


- WhatsApp
- SMS
- Email
- Instagram Messages
- Instagram Comments


Viewing Incoming Messages



When you click on a specific channel (like WhatsApp), you'll see incoming messages from that platform.

Here, the WhatsApp channel is selected, and you can see incoming messages on the left panel.

Responding to Messages


- You can reply directly to messages in the chat window.
- You can also add a Private Note that will be visible only to your team.

The Reply option and the Private Note option.

To add a Private Note:
Click on the Private Note tab.
Type your note.
Press Save Note.


Customer Details & Assignment



On the right-hand side, you'll see the customer's details, such as:
- Name
- Email
- Phone Number
- Orders and Amount Spent

Customer details and the section for assigning the conversation to a different team member

Assigning the Conversation


You can assign the conversation to a different agent by selecting their email from the Assigned To dropdown menu.



Tip: You need to add your team members to ShopAgain first. Follow this guide:
How to invite your team to ShopAgain

AI-Based Conversation Tags


We have AI-based tags attached automatically based on incoming messages, but you can also add conversation tags manually here.







Auto-Responders & Saved Messages



Setting Up Auto Responders


Auto Responders work based on your business hours and will automatically reply to customers when your team is unavailable.
You can set them up here:
- Business Hours Setup

- Auto Responders Setup

Using Saved Messages


Saved Messages allow you to quickly send predefined replies. You can access saved responses by typing / in the chat window.

Example of typing / in the chat window to access saved responses.

Set them up here:
- Saved Responses Setup


WhatsApp 24-Hour Rule



WhatsApp does not allow sending messages to a user after 24 hours of their last message. If you attempt to do so, you will see a warning in the chat window.

The 24-hour limit warning.

To reconnect with customers after this time frame, use this guide:
How to reconnect with customers after 24 hours on WhatsApp


Shortcuts & Ticket Management



- Use Ctrl + Enter to send a message quickly.
- Once the conversation is resolved, you can mark the ticket as closed by clicking the Mark this conversation as closed button.

The option to mark the conversation as closed

Updated on: 09/10/2024

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