The operator spends most of his time on the Client tab when processing sessions. Here you will find Client Information, Contact Directory, Collaborators, Parameters, Tags, Notes and Starred templates.
Information about the client
In the Information about the Client section, the client’s name, phone, and email is displayed. These data may be changed by the operator at any time during a session.
The Contact directory is designed to help you keep track of your customers' information you received during conversations through one or more mluvii channels. The directory can be found in the left navigation of the operator interface and its controls will also be encountered by operators when having a session with client in the Client Information section.
Using the Contact directory
If a session with a client is in progress, the operator can add the contact to the Contact directory by clicking the Contact directory and Add Contact buttons and then edit the client's identification data directly in the session.
If during the session you discover that this is a client with whom you have previously dealt with a request, you can search for the client's record in the Contact directory and link the contact information. Just click the Contact directory button and select Select Existing. You can then check the contact list and if there is a match, link the contacts using the Select button.
In the Client Information section, you manage the phone number, email address, or an identifier you define for the client using the Add Details button. This is true even if the client already has this information assigned.
By clicking the Options button, the operator can then Disconnect the contact from the Directory, Remove from Directory or Open Contact directory.
Here the operator has the possibility to invite another operator to the chat, which is useful in case he is not able to handle the client's request himself.
Note: This functionality is not part of the basic mluvii offer.
The Parameters subsections contain the parameters associated with the session. In addition to the preset parameters, the application allows you to display your own parameters. You can also use the edit parameter function, either during or after the current session. For more information about the parameter options in mluvii, see here.
It is possible to add tags to the sessions for clearer work with sessions. It is possible to add new tags (add a tag to the text box and press enter), tags previously used within the company (from the dropdown menu of the text box) or tags previously used by a given operator (displayed below the text box with a dotted border and the + button). Selected tags can be added to sessions automatically based on the occurrence of a keyword. It all depends on settings.
The added tags are displayed under the Parameters section (they have adjustable background and text color, after hovering the mouse, the "X" button is displayed, which allows you to remove the tag).
Added tags are also displayed under the Tags column in the Sessions section and allow you to filter sessions.
Operator notes are used to send reminders to operators in case a client is redirected to another group/another operator. The operator who receives the redirected client will see a note from another operator in this section. Of course, notes can also be used for information that will facilitate follow-up contact with the client and make it easy to track down a specific session.
Favorite templates include a list of template messages that the operator has tagged as favorite on the Templates tab. Provide the operator with quick access to frequently used template messages.
Instead of manual search, the operator has the option to use an accelerated search using a hashtag (#) and a shortcut assigned to a specific note. Details can be found here.