My work

Inside "My work" tab agents can manage all of their assigned tickets including the tickets they have created, they're in the loop of, or they've been assigned by someone else. This feature allows agents to stay informed on tickets that may impact their work or require future action. 

Agents can monitor the progress of tickets, check their current status, and make edits to ticket content when necessary. They also have the ability to reopen tickets if required. Additionally, agents can see who originally created the ticket and track its assignment, observing the stages and individuals responsible at each point in the workflow.

Agents can search the tickets via txn UUID, ticket number, org UUID and title. 

Upon clicking any specific ticket, details will be displayed on the right side of the screen. 

Users can add or remove various filters to simplify their search process.

Inboxes

This sections consolidates all channels, including Live Chat, WhatsApp, Support Tickets, and Calls, into a single "Inboxes" tab. 

• When a user clicks on this tab, they can easily view all incoming transactions in one place. Any transaction with new messages or comments will display a red dot icon, making it simple to identify.
• After selecting a specific inbox, you can view detailed insights into the customer’s interactions and history under the "Customer Journey" section by navigating to "Details".

Users can search the inboxes from the “Type” drop-down menu, which includes: 

• Live chat 
• Whatsapp
• Support Ticket
• Call

Users can also find cases using a variety of identifiers, which can include:

• Transaction UUID
• Customer Email
• Support Ticket Number
• Customer Phone Number
• Support Ticket Title

Note: For Live Chat, WhatsApp, and Call → remove Ticket Number.

Filters under the Inboxes section make it easier to search and navigate inboxes 

Channels 

Channels function as chat rooms where users can assign names based on a project, topic, or team. Users also have the option to set these channels as either public or private. 

To create a channel:

• Go to Homepage
• Click on the “+” icon
• A new window “Create Channel” will appear

• Select the option to make the channel Public or Private
• Input channel name
• Add description
• Add members
• Click Create Channel

• Once created, users can click on the channel to view it
• Users can easily search or pin the messages inside a channel
• Click on the Upload button to upload files in the channel 

• Click on the channel name to get channel details 
• A new window will open showing channel details and members 
• Users can click on the Edit button to edit channel name and description
• Users can Star the channel by clicking the star icon ( ☆ ) 
• Channels can be archived by clicking on the Archive Channel button  

• A pop-up message will appear
• Click on Archive to proceed  

Organization owner can transfer or claim the ownership of a channel on the home page.

To transfer / claim a channel ownership, follow the steps below:

1. Go to Home
2. Select a channel
3. Click on channel's name
4. Hover the mouse to Channel owner
5. click Transfer
6. Choose members from the list
7. Click Assign

Discover

The Discover tab in the Channels section is designed to facilitate easy browsing of all active and archived channels within the organization. This feature helps users efficiently explore, access, and manage channels as needed.

User can see all active / archive channels that they joined and can discover other company public channels.

Newsfeed

Feature Overview

The Newsfeed feature helps keep users engaged by providing fresh, personalized updates. It encourages users to check the app regularly for new posts, comments, and announcements.

Benefits of Newsfeed:

• Keeps users informed with real-time updates
• Encourages frequent engagement with content
• Helps share important information quickly, such as product updates or service alerts

Sharing Newsfeed Across Organizations

To share a Newsfeed with other organizations, they must be linked together. This can be done in:
Manage Organization > Organization Connect

How to Search for a Newsfeed

Users can find a Newsfeed using:

• Discovery Page

• Universal Search > Team Chat Tab

How to Create a New Feed

1. Go to the Home page
2. Click on the [+] icon and select [Create Feed]
3. Enter the feed name and description
4. Select publishers and subscribers (Optional) 
5. Choose a connected organization
6. Click [Create] to finalize

Your new feed is now set up and ready to use. 

How to Manage Newsfeed Settings

• Go to the Home page
• Select a feed and click on the feed title or Visit icon
• Click on the […] (More Options) icon
• Manage your feed using the following options:
  • Star Feed – Mark important feeds for quick access.
  • Edit Name and Description – Update the feed's details.
  • Transfer Ownership – Assign the feed owner role to another member in the account.
  • Archive Feed – Deactivate the feed when it is no longer needed.

Limitations

To ensure optimal performance, the following limits apply:

• Maximum Created Feeds: Each organization can create up to 100 feeds.
• Maximum Subscribed Feeds: Each user can subscribe to up to 100 feeds.

How to Create a New Post

• Go to a feed and click on the feed title or Visit icon
• Click Create a Post
• Enter the Title and Description
• Choose one of the following options:
  • Save as Draft – Save the post for later edits.
  • Schedule – Set a time for the post to be published.
  • Post – Publish the post immediately.

Note:

Each role in the Newsfeed (Owner, Publisher, Subscriber) has specific permissions for managing and interacting with feeds.

 

How to Manage a Post

• Go to a feed and click on the feed title or Visit icon
• Click on the […] (More Options) icon next to the post
• Choose one of the following actions:
  • Edit Post 
  • Bookmark 
  • Delete Post