On a computer the details column stays visible next to the conversation. On a phone it becomes a screen, opened from the contact's name at the top — the content is the same.
The details
- Name and phone — how the contact is saved in the base.
- Channel — where they talk to you from.
- Linked identities — when the same person shows up on more than one channel.
- Phonebook — which contact list they are in.
Labels
Labels come ready-made from the account, each with its own color — you apply them, you do not create one per conversation. The administrator defines which ones exist.
- They filter the queue — find every conversation on one subject.
- They feed the Kanban — each label becomes a column on the board.
- They turn into reports — the administrator measures by them.
Label it right away, not at day's endOn a phone this weighs even heavier: you answer during a break, in traffic, between one thing and another. What is not marked in the moment never gets marked.
A lixeira apaga para a conta todaInternal notes
The note is word for the team — the customer never sees it. It is what keeps the conversation making sense when someone else takes over.
Asked for a quote is already visible. He is the brother of the partner store's owner, always asks for 10% is what makes the difference — and what nobody discovers by re-reading the history.
Escreva o que não está na conversaThe owner
In the app this matters more than on the computer: an agent only gets a push for a conversation assigned to them. A queue with no owner is a queue nobody knows exists.
Conversa sem dono não notifica ninguémNo aplicativo isso é mais grave que no computador: o agente só recebe push de conversa atribuída a ele. Fila sem dono é fila que ninguém sabe que existe.