Message Log — a tool for processing and checking all closed customer inquiries.
Using the message log, it is possible to:
sort inquiries by date
sort by the manager responsible for the inquiry
export data from dialogues in .csv format
The path to this functionality is through the system interface — Inquiry Center — Message Log:
Preliminary settings
In order to track messages from messengers in the message log, you need to follow a few steps.
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Step one
First, our Callback widget must appear on your website.
For this, our script must be installed on your site and the Callback product must be enabled.
After that, you should configure the widget itself, setting the number for outgoing calls and forms to display on your website. You can find detailed setup instructions at the link.
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Step two
You need to set up integration with messengers through which customers will be able to send you text messages.
To connect the integration, go to the Messengers section and select the desired integration. Then you need to make all the settings according to the instructions of your chosen integration: Facebook Messenger, Telegram and Viber.
Step three
For managers to be able to receive and respond to messages, it is necessary to connect the Ringostat Smart Phone product.
To do this, go to the Funds section — Product Management and connect the necessary product.
Next, you need to install and configure the Ringostat Smart Phone browser app, you can find setup instructions at the link, or the PC app, you can find setup instructions at the link.
Message Log Capabilities
After completing all initial settings, the Message Log section becomes available.
A customer's message must go through several steps to reach the appropriate department:
1) The customer sends an SMS — managers receive a notification about a new conversation in the app / or the customer selects a messenger on the website and sends a message through it.
2) The manager receives a notification about the new message in the Ringostat Smart Phone app and can respond there.
3) After finishing the conversation with the customer, the dialog should be closed in the app.
In the Message Log, employees can view the history of all dialogs.
To do this, go to the message log and select the dialog with the corresponding customer.
The standard message log displays all key parameters that help the manager quickly find the needed dialog:
customer data (name, phone number / name in messenger),
the messenger used to start the conversation. If this info is missing, it means the communication was via SMS. Otherwise, the messenger's logo will be shown,
who responded last in the conversation,
date the dialog was created,
the manager responsible for the dialog,
traffic sources to the website.
Manual sorting is also available based on two parameters:
by employee — selecting the manager responsible for the customer dialog,
by date — selecting the customer’s inquiry date to narrow the dialog search.
Clicking on a dialog row opens a modal window with the message history within that dialog:
