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General Settings - STILINGUE Smart Care

  • Updated

Index:

  1. Introduction
  2. Access
  3. Menu
  4. General settings

 

Introduction

Customize the settings for the area responsible for interacting with users on your proprietary pages.

STILINGUE Smart Care is a feature that optimizes interactions with users on your proprietary pages connected to the platform. In this area, you can respond to various messages: inbox, mentions, comments on posts, among others, with the option to select multiple networks and different pages simultaneously. 

It's important to remember that there are different levels of access and permissions to access and modify settings within the platform. To learn more about these limitations, just access this link. 

 

Access

Through the side menu, you can access other features present in STILINGUE Smart Care. By clicking on "Settings," you can choose important parameters to facilitate communication with users on your pages:

 



Menu

1. General

Here, the settings used throughout the STILINGUE Smart Care area will be presented.

2. Calendars

It is possible to set different and specific calendars according to your company's logistics. Learn more by accessing the guide. 

3. Routings

You can direct messages received on pages to your team's attendants based on predefined criteria. 

4. Queues

Organize received tickets into filters that can be accessed in the "My Conversations" area, according to message characteristics. 

5. Return to "My Conversations"

Return to the main area where you can respond to interactions from users on connected pages. 

 

General settings

The first part of the settings was created so that you can select the following functions:

 

 

1. Calendar 

It is necessary to create a calendar and register it in the General Settings (which apply to the entire STILINGUE Smart Care). If there is no specific calendar selected for Routing, the default calendar (chosen in this area) will be used, as well as the Stipulated Response Time. 

2. Stipulated Response Time

The SLA (Service Level Agreement) is an agreement on the delivery of services provided by the company. Here you can measure the response time in serving users of proprietary pages, according to the practice of your business.
Important! To set the "Stipulated Response Time," you must have a configured Calendar. Refer to the guide and learn more about this functionality.



3. Enable automatic system notes

By enabling notes, the following functions will be automatically marked by the system: 

3.1 Respondent markup

When a Pending ticket (without an assigned respondent) is assigned to a respondent, the status is automatically changed to Open. 

3.2 Responded interaction

An interaction responded to by the platform is assigned to the respondent who sent the message. This change is made automatically by the system if the operator is enabled to respond. 

Note: the list of respondents is created through invited users. This means that a user may not appear if they have access that has not been activated by the invitation. For the respondent to appear in the list, an invitation must be sent to the user within the Manage Active Account section. 

3.3 Interaction status responded

At the moment the post is replied to, the status is automatically changed to Answered. 

4. Close conversations without interaction after a set time

Specify a timeframe for the conversation to be automatically closed. This means that if you prefer conversations without recent interactions (new messages) from users to be marked as Closed, just set the time on the ruler. 

Here it is worth noting that for the procedure to take place, the conversation status must be marked as answered (blue ticket icon) and without any interaction for the time determined on the ruler.

As this involves closing the conversation, messages sent by you as an owner will also be counted. In other words, for this option to take effect, you must not receive messages through the platform.

Note: It is important to highlight that the automatic closing of conversations is distinct from service closure within the Ticket & Annotations Report. However, this difference does not impact the SLA, as the change from Answered to Closed status does not count towards the SLA. Check the image:

 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃

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