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 the previous settings, the functionality of the Message Log section will become available to you.
A message from a client must go through several stages in order to get to the desired section:
The client chooses the messenger they need on the website and writes a message in it.
The manager receives a notification about the new message in the Ringostat Smart Phone app, where they can also respond to it.
After the dialogue with the client is completed, it needs to be closed in the modal window of the app.
How to close a chat in the browser app
How to close a chat in the desktop app
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If the user closed the site and doesn't return to it within an hour, the dialogue will be displayed in the message log.
In the message log, employees can view the history of all dialogues.
To do this, you need to enter the message log and select the dialogue with the client you need.
The standard message log is set up to display all important parameters by which a manager can find the dialogue they need:
client data (name, messenger nickname);
messenger through which the dialogue was started;
who last responded to the message;
date of dialogue creation;
manager responsible for the dialogue;
sources of website visits.
Manual data sorting is also possible, it is performed by two parameters:
sorting by employees — selecting the employee who was responsible for the dialogue with the client;
sorting by date — you need to choose the date of the client's inquiry to narrow the search for dialogues.
If you click on the dialogue row — a modal window with the message history within the dialogue will open:
There is also the possibility of sending a message to a client who has previously written to you. To do this, you need to go to the message log, select the desired client and click "Send"
After that, Ringostat Smart Phone will open, in which the recipient of the message will already be selected (currently this is only available for the browser version of the app)