The Chats Tab is being sunset. Please refer to our article on the New Inbox for details on using the Inbox!
The Chats tab is the main page where all conversations happen between operators and customers.
Table of Contents
Case Management and Collaboration
Accessing Chats Tab
This page can be accessed by clicking on the chats icon on the sitewide navigation bar.
Inboxes
Opening the chats tab presents a list of all cases as an Inbox view.
The My Inbox lists all the cases where the logged in user is either a Primary or a Secondary Operator. The All Inbox lists all the cases in your Organization.
My Inbox - Sorting
To sort your Inbox click the "sort by" dropdown
- Default will sort your inbox by Cases that Need Attention or require action
- Newest First will sort your inbox by Cases with the newest inbound or outbound message
- Oldest First will sort your inbox by Cases with the oldest inbound or outbound message
My Inbox - Chat badges
- Failed to send appears when a message is not successfully delivered to a customer. Common causes of this are service interruptions and the customer's phone being turned off.
- Not opted in appears when a customer has not yet opted into texting with your organization by replying "Yes" to the welcome message. If you see a "Yes" response but still see this flag, you may need to manually refresh your web browser.
- Locked out appears when a user has failed to respond "Yes" too many times. The intention of this flag is to protect your organization from spam.
- Opted out appears when a user has requested to no longer be texted by sending "Stop". Customers will need to send "Start" or "Unstop" to resume texting after being opted out.
My Inbox - Filters
- All Open Cases will filter your Inbox to all open Cases (active or inactive)
- All Active Cases will filter your Inbox to Cases that have been activated/opted-on
- Unanswered Opt-Ins will filter your Inbox to opted-in Cases where you have not responded to the opt-in ("Yes").
- Waiting on Opt-In will filter your Inbox to all Cases that have yet to be activated/opted-in
-
Mentions will filter your Inbox to all Cases that you have been mentioned in a Note
- This will only be visible if your organization has Notes turned on*
All Inbox - Filters
In the All tab, you can filter cases based on assignment. The following options are available
- By default, All operators will be selected - this means that all cases in your instance will be listed
- Unassigned cases - You can select unassigned under operators to see a list of unassigned cases.
- Operators: You can search / select one or more operators whose cases you want to see within Hi Marley.
- Groups: You can search / select one or more groups whose cases you want to see within Hi Marley. This will pull up cases of all operators who belong to the selected groups.
Inbox Search
Chats View: “My Inbox” or “All”
- Phrase- Wrap in quotes for exact phrase
- Word or multiple words- This will be referenced as an OR query
- If you search blue red = blue OR red
- Data
- Reference ID’s
- Phone numbers
- Operator or customer names- No Partial Match
- Users can search by first or last name
Added Functionality: Partial matching
- Users no longer need the exact number or word to search and come up with a result.
- The word “Test” could be typed “Te” or “st” and come up with the same result.
Conversation Details
When a conversation is selected from the inbox view, it opens up the actual chat conversation.
The top of the conversation will show the Customer Name, reference ID (Claim Number / Policy Number) and case assignment information for the selected conversation. To the right of the case information, the Case actions menu is available.
The column in the middle displays the conversation that is taking place and provides access to all the chat features within the App like Message Templates, Scheduled Messages, Outbound Media and Marley Translate.
To the right of the Conversation section is the Case details and Collaboration area.
Case Details
The Details tab provides Customer Contact information and other information that was provided during Case creation like Claim / Policy Number, Date of Loss etc. Case information can be edited using the Edit button.
The Details tab also houses the Media bin.
Notes
To learn about Notes, click here!
Case Management & Collaboration
The Manage tab provides access to Case Management features like Secondary Operator assignment, Case Re-assignment and Case Visibility features.
Case Actions
The Case actions button sits to the right of the case details.
Case Actions menu provides options for pulling Case Transcripts, Audit Log, Customer Survey and Closing the case.
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