Inbox User Interface

Channel Talk inbox is divided into four areas.

1. My profile

   • All: All chats inflowed to the channel will be stored here.

   • My chats: Manage chats where you have been designated as the Assignee.

   • Unread: Check new, unread messages here.

   • Bookmarks: Collection of user chats marked ‘Favorite’ (You can ‘Favorite’ a chat by pressing the star key ☆)

   • My sessions: Collection of user chats where you receive notifications regardless of being set as the Assignee or a follower.

2. AI agent (ALF)

   • You can review all chats handled by ALF at a glance. (→ See what the ALF Chat List look like)

3. No assignee

   • Chats that are not assigned to anyone will be stored under unassigned.

     • If you click the team name, you will see the number of chats that are assigned to the team but not assigned to anyone yet.

4. Queue

   • If you're using chat auto-assignment, you'll see a Queue tab in your inbox (→ Learn how to auto-assign chats).

   • When no manager from your auto-assigned team is immediately available, the chat is not opened and goes into a queue.

   • In the list of teams in the queue, you can see the number of chats waiting to be assigned to each team.

   • Agents on the assigned team aren't notified while the chat is in the queue and won't be notified until they're assigned.

   • If a chat has not been auto-assigned to a team, you can see it in the [No Assignee] list instead of in the queue.

   • If you don't have any chat waiting to be auto-assigned, you won't see the Queue tab.

   • You can also manually assign a queued chat.

   • If you manually assign them and then delete the assignee, the chat will not re-enter the queue, but will go to the [No Assignee] list.

4. Assignee

   • Check which members are On and Off and check the number of user chats currently in progress for each member in real-time.

   • You can set the auto-assign limit per manager.

   • If the number of opened chats exceeds the auto-assign limit, the number will be displayed in orange color.

5. Integrations

   • You can check the history of your calls, emails, Kakao Talk, Instagram DM, Naver Talk, and Line separately.

   • Your integrations will be displayed in the integrated service list, only if you have an integrated service

   • If the service is linked, the list of linked services will be displayed even if there is no ongoing consultation.

6. Chat tags

   • You can check the number of user chats currently in progress by chat tags.

   • If you click on a tag, you can only see user chats with that particular tag attached.

7. Notify for unassigned

• You can turn on/off the unassigned chat notification setting. If you turn this setting on, you will be notified whenever chats open with no assignee.

1. Bulk action

   • You can perform a bulk action on selected or multiple user chats at once.

   • You can select individual user chats by clicking the profile image, or you can select all user chats by clicking the checkbox at the top. Bulk action is also available in search results.

     

2. Sorting

   • You can sort and view incoming messages in order from most recent to oldest.

     

3. Chats from external messenger

   • Chats brought in through Instagram Direct Messaging will display the relevant external messaging platform icon on the right hand corner of the customer’s profile picture.

     

Top corner

1. Bookmarks / Close chat

   • Bookmarks: Press the star symbol ☆ next to the customer’s name to add the user chat to the [Bookmarks] button so you can check it at any time.

   • Close chat: Click the [Close chat] button to end the chat.

     

2. Snooze chat

   • Use the snooze function if you need to some time to get back to your user.

   • You can put the chat on hold for up to 180 days.

   • When the set period ends, the user chat status automatically changes to ‘Opened’ and the Assignee receives a notification.

     

3. Copy link

   • You can copy and share links for both mangers and customers.

   • Manager links are only for members invited to the channel, and customer links are only for actual customers.

   • Please ensure that you only share links containing customer information with the respective customers to avoid any mix-up.

     

4. Delete chat permanently

   • You can delete a chat permanently. Permanently deleted user chats cannot be restored.

   • You can only delete 1 chat at a time as it is permanent.

   

This is where you chat with the customer. There are two types of messages that you can send on Channel Talk: ‘Reply’ or ‘Internal Note’.

• Reply: Messages sent to customers.

• Internal Note: Messages sent to managers.

  • If you need help or need to go over something, discuss it with your teammates through internal chats

• Messages with file attachments now have a bulk download button on hover.

These are functions to make messages sent through Channel Talk more fun!

1. Attach files

   • Attach files and images to your message.

   • Upload up to 10 files/images at a time.

   • The maximum size for uploads is 1GB, and if the uploading time exceeds 5 minutes, the message won’t be delivered.

2. Mention someone

   • You can send a notification to another manager by mentioning them.

   • Type @Manager ID or name in the chat window to mention them.

   • You can use this function when you need to notify a specific manager on Team Chat or request help from another manager within an internal user chat.

3. Use templates

   • If there’s a phrase you use often, try adding it to ‘frequently used templates’.

   • Through ‘Set Phrases’ you can use these phrases without having to type them word for word each time.

4. Emojis

   • Send emojis in your message for a friendlier touch

   • Use the shortcut ":" to display emojis.

5. Links

   • Send external links to customers through the Link button

   • Set the link to the button text, select the button color, and you’re done!

6. Forms

   • You can send a form where customers can enter the requested information. Once you receive the requested information from customers, you can also save them to Contacts. (Learn more)

1. Basic Info

• You can view or add the responsible team, agent, and followers for a chat.

• One agent and up to 8 followers can participate.

• Followers are involved in the chat, and they are automatically added as followers when mentioned in a chat.

2. Chat info

• Chat priority is indicated as High/Medium/Low.

• You can identify where marketing messages or support bots originated the chat.

• Up to 8 chat tags can be set.

• Chat description allows you to add records and descriptions in #hashtag format.

• You can track the status of chat goals.

• You can review time data for chat such as "First Response Time." (→ Explore in detail)

  (IMAGE)

3. User info

• This is an area where you can see customer information comprehensively.

• You have the option to display only the necessary information from the customer profile.

  

4. Events & Chat list

• In ‘Events’, you can check customer activity on your homepage. You can see what pages they visited and what pages they were viewing when they initiated the chat.

• In ‘Chat List’, you can view the list of previous chats you had with the customer.

  

5. Sent message list & Files and web links

• In 'Sent message list', you can check the SMS history sent out through follow-up notifications or marketing messages.

• In 'Files and web links’ is where you can view all images and files shared with the customer.

  

Will I still receive notifications for messages in closed conversations?

Notifications for messages in closed consultations are not sent, even if they are messaged through internal conversations. If you need to continue discussing something with a member who is still in the consultation, please keep it in a 'pending' state instead of 'closed'.

Can I change the order of my integrations?

The order of integrations is fixed as follows: Phone - Email - KakaoTalk - Instagram - Naver Talk - Line and cannot be changed.

I'm not being assigned to a consultation.

To be assigned as an agent, ensure that your operator seat is set to ON.

You can set the operator seat ON/OFF for your account in [Manager settings] or [Channel settings] - [Operator seat].

I want to change a consultation to pending, but it says I don't have permission.

You cannot change the status of a chat to Pending/Closed, tag a chat, or save a chat description until the Operator Seat is turned ON.

How do I know if a customer has read my message?

If a customer has read a message from you, you'll see their profile icon in the bottom right corner of the message.

However, if you're using an external messenger like Kakao or Naver, you won't be able to see if the customer has read the message. Instead of the customer's profile icon, you'll see a 'V' indicating that the message was sent.