A Conversation within Loop is the main method you’ll use to interact with customers when they ask a question, leave a comment, or provide some other kind of actionable feedback to your users. The Conversations window is split into several panels which contain different kinds of metrics and tools to use when interacting with a customer.
Depending on the level of access your account has, as well as the type of modules enabled, your Inbox will have access to some or all of the following features.
The comment panel is where your users can view the conversation history with the customer, add internal notes to the specific conversation, as well as add additional public comments to the conversation that the customer will be able to view. This panel is where users will also be able to modify information about the customer's profile in Loop as well as add relevant tags to the conversation.
The top right hand corner of the Comment Panel is where you’ll find the Conversation Details, Tags, and Show/Hide Contact Details toggle.
The Conversation Details page is where users can modify information about the customer associated with the conversation the user is currently viewing. Users can add or modify names, email addresses, phone numbers, Locations, Tags, the title of the conversation, as well as viewing the initial message sent by the customer.
Tags allow users to manually assign attributes to conversations that are ongoing with a customer. These Tags can also be auto-assigned to conversations as well depending on how the tags have been configured. A tag of “Gym/Pool/Fitness” as an example can have the phrases “trainer”, “workout”, or “exercise” associated with it. Doing so will automatically tag a conversation where those phrases are present in a customer comment.
More information on tags and auto-tagging can be found in the following Knowledge Base article.
Show/Hide Contact Details
This option allows users to show or hide the Contact Details panel on the far-right hand side of the screen.
Above: Contact Details Panel Enabled
Above: Contact Details Panel Disabled
The comment window is where any replies to the customer will be written by a user. It is also the location where internal notes will be written to other users while working on a specific conversation. Public notifications (that is, comments that customers or other users will be able to view) will be sent when the “Reply” option is checked and the comment window is highlighted in blue.
Selecting the “Note” option will highlight the comment window in pink, signifying that anything written will only be viewed by users.
For either method of posting comments, clicking the “Archive” option in the bottom left hand corner will close out the conversation and move it to the Archive section of your account.
The camera icon in the top-right hand corner of the comment window allows users to attach files to conversations. The attachment will be posted to the conversation and accessible by users and/or customers depending on whether the attachment is added by a public Reply or internal Note.
The chat bubble icon will bring up a list of auto responses accessible by the user. These are templates created by an admin that allow users to post replies to common question in a quick manner.
Specific responses can be searched for by using the “Search Auto Responses” window. Clicking a response will close the auto responses window and paste the text into the comment window. The user will still need to click the Send or Post option to attach the auto response to the conversation.
The Contact details panel is where information about the customer in a conversation is displayed. You’ll see various levels of detail like their name, check in/check out dates, number of past conversations, relevant tags added to the customer, as well as the current conversation temperature (or guest sentiment).
Most of the fields in the Contact Details panel are static, but can be modified by navigating to the Conversation Details section of the Comment Panel (see above). The temperature of the conversation however is a dynamic variable that will change based on analysis of the replies the client sends over the course of the conversation. More information on how temperature or sentiment are determined can be found in the following Knowledge Base article.
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