My Conversations - STILINGUE Smart Care

Index:

1. Introduction 
2. Interactions
3. Queues 
4. Play Mode 
5. + New
6. + Old
7. Automatic update 
8. Multiple Edition

Introduction

View the tickets that are in STILINGUE Smart Care and don't miss interactions on your proprietary pages

The STILINGUE Smart Care area gathers interactions made on connected proprietary channels using the tool. By adding the social media pages that belong to your company within My Connections, they become ready for the platform to collect user interactions.

Interactions

Respond and analyze the interactions made on your proprietary pages, using the following features:

1. Queues 

In this area, the queues of calls with pre-determined interactions are displayed. The queues serve as quick filters for viewing. To understand how they work, access the tab.

1.1 Queue visualization

This icon represents the queues. You can only view a queue if your user is registered in its configuration. Only the master can view all queues without the need to be inserted into any. 

1.2 Routing visualization

The icon represents the routings configured in the survey. By clicking on one of the two options, the tickets that are part of the routing or queue will become visible. 

1.3 Conversation count

It is possible to see the number of conversations that appear in the queue. Here are displayed the conversations that have the status of Pending, Open, and Waiting. Other statuses are not shown in this area. 

2. Play Mode 

Advance to the next conversations that are marked with the Pending and Open statuses automatically. 

3. + New

To find the newest conversations, press "F5" or activate automatic refresh (item 5). 

Before demonstrating the sorting of conversations, it is important to highlight that the conversation itself does not have a date. This means that the date of the interaction (or set of interactions) is responsible for the sorting of conversations in this area.  

At the top, occupying the first position in the list, the newest interactions that match the filter parameters are displayed. The first conversation has the most recent interaction (related to the filter), the second conversation has the second most recent interaction, and so on. 

Note: it may happen that the second most recent interaction is in the first conversation. When this occurs, the conversation will not be added twice. The second conversation presented in the list will have the third most recent interaction, as the second interaction is in the first conversation. 

4. + Old

Here are displayed the conversations with the oldest interactions that relate to the filter parameters. Please note that the conversation itself does not have a date; the date of the conversation is determined by the present interaction within it (or set of interactions). The first conversation with the oldest corresponding interaction to the filter will be placed at the top. The second conversation with the oldest interaction will be in the second position in the conversation sorting, and so on.

Attention! When selecting a conversation using the + Old view, the displayed date in the conversation will change. The change will be from the date of the oldest interaction to the date of the most recent interaction within that conversation.

Note: If the second-oldest interaction is in the first conversation, the conversation will not be added more than once. For this situation, the second presented conversation will have the third-oldest interaction, since the second interaction is in the first conversation. 

5. Automatic update 

To view the conversations that appear in the system as users interact with the page, you need to activate the clock icon by double-clicking. 

Click once to receive new collected conversations, or click twice to enable automatic updating. The second option allows new conversations to appear in the tool every 1 minute.

6. Multiple Edition

It is possible to make simultaneous editions focused on conversations or interactions. Learn how the analysis is done by accessing the guides. 

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