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.
- WhatsApp
- SMS
- Email
- Instagram Messages
- Instagram Comments
When you click on a specific channel (like WhatsApp), you'll see incoming messages from that platform.
- 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.
To add a Private Note:
Click on the Private Note tab.
Type your note.
Press Save Note.
On the right-hand side, you'll see the customer's details, such as:
- Name
- Email
- Phone Number
- Orders and Amount Spent
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
We have AI-based tags attached automatically based on incoming messages, but you can also add conversation tags manually here.
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
Saved Messages allow you to quickly send predefined replies. You can access saved responses by typing / in the chat window.
Set them up here:
- Saved Responses Setup
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.
To reconnect with customers after this time frame, use this guide:
How to reconnect with customers after 24 hours on WhatsApp
- 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.
Available Channels
- SMS
- Instagram Messages
- Instagram Comments
Viewing Incoming Messages
When you click on a specific channel (like WhatsApp), you'll see incoming messages from that platform.
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.
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
- Phone Number
- Orders and Amount Spent
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.
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.
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.
Updated on: 09/10/2024
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