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Verify the information on the form. If you want to edit or update the information, make the necessary changes and click on “Save”.
Conversation
Interactions History
In the "Conversation" tab (section 2), you'll find a timeline displaying all interactions (calls, messages, etc.) between your company and the customer, both incoming and outgoing. For each interaction, relevant information is provided, such as the sender, the channel used, the date and time, a preview of the content, the read status, etc. The interactions are sorted chronologically to facilitate navigation and enhance the user experience. Additionally, at the top, you have tools that allow you to move the conversation to the beginning or the end, or apply filters to view only the interactions from a specific channel (e.g., WhatsApp).
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To see the details of a specific interaction, click on "See more"the “See more” button. A window will open showing all the detailed information of the interaction.
Generate Interactions
Inside Within the "Conversation" “Conversation” tab, you will see find a floating box that will allow allows you to generate new outgoing interactions to with your customer, either in the form of a call or messagewhether to respond to their messages or make calls. Through this simple form, you can communicate with your customers through clients using any of the available outgoing communication channels in Sagicc.
To generate a new interaction, select and type the following information in the form:
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Contact Information: It's the customer's (or a third party's) contact information through which communication will be made. Once the output channel is selected, only compatible contact information will be displayed for the selected channel (e.g., for an "Email" type channel, only email type contact information will be displayed, for a "Telephony" type channel, only phone and mobile type contact information will be displayed).
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If the campaign configuration allows it, you can click on "Search for other contact informationto which the ticket belongs has the "Interact with other contact data" option enabled, you can click on "Search other contact data" to send interactions to contact information from details of other customers or third parties from a specific ticket. |
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Add Signature: If the selected channel is of type "Email", you can click here to automatically add your user signature (configured in your User Profile) to the body of the message. This will streamline the email drafting process.
Message Template (optional): It’s the message template you want to use for send the message. These templates are previously configured by the platform administrator in the Templates Module (see Templates 📑), organized into categories, and will expedite the message interaction sending process. By selecting a template, it will be automatically loaded into the "Message" field of the form.
Survey (optional): Select one of the surveys previously configured in the Sagicc Survey Module (see) and send your customer a link so they can access the survey and complete it.
Record Audio/Voice (optional): Send your customers audio/voice notes by recording them from Sagicc using your microphone and sending them through one of the available communication channels. To record the voice note, you need to give your browser permission to access the microphone. Once permission is granted, Sagicc will start recording, you can listen to the recorded note and you can save it to attach it to the interaction and send it.
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Depending on the selected output outgoing channel, the form will display additional fields to include in the outbound outgoing interaction. For example, if you choose an email-type output "Email" outgoing channel, the form will allow you to add the signature of the user assigned to the ticket and will display show fields such as Subject, Body, CcCC, BccBCC, among others. Once you have completed the form, simply click the "Send" or "Call button " to generate the message or make the call. When the interaction has been is successfully generated, you can created, you will be able to view it in the conversation.
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Clicking on "View more" for each of the task entries will open a window displaying all the information captured by the user in the task form.
Attachments
In the “Attachments” "Attachments" tab (section 3), you will see a list of all the files attached to the ticket. These files correspond to include those sent by the customer clients through one any of the available communication channels, those sent by the users directly from Sagicc, or those manually uploaded and associated with the ticket.
From the attachment list, you can click on "Add Attachment" to associate a new attachment , Remove a specific attachment, or Download with the ticket. You will also find options that allow you to "Download", "Rename" or "Delete" a specific file to your computer.
Notes
In the “Notes” tab (section 3), you will find a list of notes associated with the ticket. These notes are a space where users can store relevant information about the customer or the management process without the need to save a complete management entry. This information will be available privately in the ticket, and you can customize each note with your preferred color.
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