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Play Mode - STILINGUE Smart Care

  • Updated

Index:

  1. Introduction
  2. How it works? 
  3. Multiple Edition
  4. Closed tickets list 
  5. Routing 

Introduction

Reduce your team's operation time with the feature that automatically loads the next conversations to be attended to.

Play Mode is a feature available in STILINGUE Smart Care that automates the display of new tickets collected on the platform. 

One of the biggest challenges for any customer service operation is to optimize the team's response time. Play Mode can help in this scenario by contributing to the reduction of repetitive tasks and enhancing the quality of service analysis. This is because the attendant has the option to stay on the same screen without the need to search for new conversations to interact with clients, responding to tickets with more convenience and efficiency. 

 

How it works? 

Activate this feature by clicking on the Play icon: 

 



When the Play mode is enabled, interactions will be organized as follows: after responding to a conversation or making a change to any status manually (except the Pending to Open option), the screen will automatically display the next conversation from the feed of conversations that has the status Pending or Open, without the need to locate them through the sidebar or filter.

Important! The next conversation will only be opened if the previous conversation has changed status. If the conversation has the status "Responded" and is responded to again, nothing will happen, since the status does not change in this case.  

Note: All users with access to STILINGUE Conversations can activate Play Mode, since it is available for all access levels in this area. 

 

 

Another way to send responses is to click "Ctrl + Enter" after typing the text. This command sends the message without the need to press the "Send" button. 

 

Multiple Edition

While Play Mode is enabled, it is not possible to use Multiple Edition. After disabling the Play Mode by clicking on the icon again, batch annotation of conversations or interactions can be performed normally. 

 



Closed tickets list 

When all calls with the status of Pending or Open in your list (conversation feed) have been responded to, according to the applied filter, the Play Mode is disabled, as shown in the image. 

 

Routing 

The Play Mode works for tickets routed on the platform. This means that it is also associated with Automatic Distribution of pre-configured conversations. 

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

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