Hi. Welcome to Hoory AI!
In this article, we'll dive into conversation management processes inside your Hoory AI dashboard and will help you effortlessly track and manage your conversations like a real professional.
Without further ado, let's get started.
To navigate to the Conversations page, click "Conversations" from the left sidebar. Here you will find the details of end users/customers you have interacted with using the Hoory AI widget. In other words, this page serves as a customer database.
Conversation Statuses
Conversations inside your Hoory AI dashboard can be toggled into the following statuses:
Pending: The pending status is used by integrations in Hoory AI to keep the conversations in a temporary state before the agent takes a look at it. Once your AI assistant prioritizes the conversation, it toggles the status into Open. The agent can toggle back the conversation into this state if they want the conversation to be handled by the AI assistant again.
Open: The open status is the default conversation status in Hoory AI for a new conversation unless an AI assistant has been enabled.
Snoozed: If you don't have the complete information to resolve a conversation and expect further replies, you can toggle the conversation as snoozed. This status is also helpful in cases where you need extra time to investigate the issue and want to move the conversation away from your primary support queue. Snoozed status is also a helpful way to set reminders on a conversation you want to return to later.
The following options are supported for Snoozed status:
- Snooze until the next reply
- Snooze until tomorrow
- Snooze until next week
Resolved: These are conversations that have already been addressed and require no further communication. The Resolved status is equivalent to closing the customer support ticket.
Conversation Filters
Hoory AI allows you to apply advanced filters for your conversations. You can filter conversations with multiple attributes at once and even query them with AND/OR operators.
Hoory AI offers filtering conversations by the below-mentioned attributes:
- Conversation Status
- Agent Assigned
- Inbox
- Team
- Conversation Identifier
- Labels
- Campaigns
- Browser Language
- Country
- Referrer Links
To filter conversations, click the filter icon to open the conversation list panel.
This action will open up the filters popup, where you can select the filter type, the operator (equal to, not equal to, present, not present), and the value.
Filtering Example
To get all the conversations that a particular agent has resolved, you should set the filters as shown in the following screenshot.
- Set the "Assignee Name" as the filter type, "Equal to" as the operator, and "Anna" as the value.
- Set the filter type as "Status," the operator as "Equal to," and the value as "Resolved."
- Hit the “Apply Filters” button, and the conversation list will now be filtered by the above criteria.
You can apply as many filters as you want by combining them with AND/OR operators to create complex queries and funnel a list specific to your needs.
To clear the filters and return to All Conversations and click the "Clear Filters" button.
You can also save the filter for further usage by clicking the button right next to the "Clear Filters" button.
Upon clicking the "Save" button, you will be asked to name the filter and confirm it by clicking "Save filter."
This action will automatically create a conversation folder in the left sidebar.
To delete the folder, click "Delete filter", then confirm the action.
Routing Conversations
Every conversation in Hoory AI can have an assignee. An assignee can be manually added to the conversation via the web console or the API, or the organizations can opt for a round-robin assignment system. This doc explains how you can assign an agent to the conversation.
Manual Assignment
A conversation can be manually assigned to two user categories.
- Agents who have access to the inbox in which the conversation is created.
- Administrators who can access every conversation in the system.
To assign an agent or admin to a conversation, the admin/agent can select the assignee from the "Assigned Agent" dropdown from the "Conversation Details" section in the right sidebar, as shown below.
Auto-Assignment
Hoory AI provides a round-robin auto-assignment system for conversations. The assignment follows the logic mentioned below.
Note: Round-robin assignment is enabled by default.
- If there are online agents who have access to the inbox in which a conversation is created, the system will distribute the conversations equally among the online agents.
- If all the agents are offline, the system will keep the conversations unassigned.
Template Variables
Variables are placeholder texts in messages that are dynamically replaced based on the information you've provided.
When you create a message with variables, Hoory AI translates it into the appropriate value.
To use a variable, first type in two curly brackets {{ followed by a new message or a canned response. The variables’ list will appear, and you can select the one you want to use.
If you send a message Hey {{ contact.name }}, how may I help you? Hoory AI automatically picks the contact name and sends a message like Hey John, how may I help you?.
It enables you to send personalized messages to the end user.
Note: Hoory AI supports variables in canned responses, macros, and automation.
That's it. Easy as that!
Wrapping up, as you learn the fundamentals, remember there's so much more to explore with Hoory AI. The journey doesn't end here—keep experimenting, learning, and innovating with your AI assistant to unlock its full potential.