How to Navigate the Conversations Page

Introduction

The Conversations page is a central part of the inline help product, where you can view, manage, and respond to customer interactions. This guide will walk you through the Conversations page interface and its features.

Accessing the Conversations Page

To access the Conversations page:

Log in to your inline help account.

Click on the “Conversations” tab in the main navigation menu.

Understanding the User Interface

Conversation List

Status Filter: At the top of the page, you can filter conversations by their status (Open, In review, Closed).

Rating Filter: Next to the status filter, you can filter conversations based on the customer’s rating of the interaction (Positive, Negative).

Source Filter: Use this to filter conversations by their source (Chatbot, Ticket Form).

Assignee Filter: Filter conversations by assignee to view those handled by specific team members.

Reset Filters: Click this button to clear all applied filters and view all conversations.

Conversation Panel

Individual Conversation Entries: Each entry on the Conversations list displays:

• The user’s name or identifier (e.g., Anonymous).
• The date of the conversation.
• The assignee (if any).
• The source of the conversation (e.g., Chatbot).
• The conversation rating.

Conversation Detail View

Conversation Messages: Click on any conversation entry to view the exchange of messages within it.

Message Metadata: Inside each conversation, you can see the date and time of each message, the message content, and any associated URLs or user information.

Conversation Actions: At the top right of the conversation detail view, you can find the unique ID of the conversation, its origin (e.g. Hint, Chatbot)  and options to delete the conversation.

Managing Conversations

Opening a Conversation: Click on any conversation to open it and view the detailed exchange.

Assigning a Conversation: To assign a conversation, select it and choose an assignee from the drop-down menu.

Deleting a Conversation: If necessary, you can delete a conversation by clicking the "Delete" button, but please be aware that this action is irreversible.

Tips for Efficient Conversation Management

• Regularly check the Conversations page for new customer interactions.
• Use filters and status. If you need to update knowledge base, set it to "In review", then mark as closed.
• Assign conversations to the appropriate team member to ensure a timely response.
• Keep track of conversation history for context in ongoing customer relationships.

Conclusion

The Conversations page is designed to help you efficiently manage customer interactions. By familiarizing yourself with the UI and utilizing the available features, you can enhance your customer support and ensure that every conversation is handled effectively.

For further assistance or any questions regarding the Conversations page, please contact our support team.