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Contact Views (Filters) Improvements
under review
Gerardo Salandra
- Filter by custom field
- Add "hour & minute" to time-based filters.
- more folder option like "contains", "doesn't contain", etc.
- make views order draggable (to have different order)
- show the exact amount of contacts in that view
- add sorting capabilities based on waiting time and "unresponded" time
Activity
Newest
Oldest
Gerardo Salandra
Gerardo Salandra
Merged in a post:
Keep the "Unresponded" Count on the Messaging Module until the Agent answers or marks the conversation done.
Gerardo Salandra
When a contact sends you a message, his conversation will show a badge with the "unread" messages. If any of your agents opens that conversation, that badge will disappear.
This is the behavior most people will expect as it's what would happen on any personal messaging app (like Whatsapp).
We are evaluating a NEW behavior, in which that badge with the unread messages will remain there regardless if one of your agents has open the conversation. That badge will remain there showing the number of last "unresponded" messages until someone replies to that conversation, or the conversation is Marked Done.
Please share if you AGREE or DISAGREE with this behavior. We will take your feedback strongly into consideration before we implement it.
Gerardo Salandra
Need some feedback here: According to the new requirements the badge will keep track of the "unresponded" messages until the contact is marked done or the usee sends an outgoing message. In both these cases the count will be reset to zero and the badge won't be shown.
What should happen in case of automated messages?
a) if the Away Message gets triggered, should we keep the unresponded count?
b) if an automation message/survey get's triggered, should we keep the unresponded count?
c) if Dialogflow answers, should we keep the unresponded count?
Gerardo Salandra
under review
H
Hasnat Jamil
It would be great, if we know how many contacts are pending and how many messages pending from them in total.
So if 300 contacts pending and they have sent 5 messages each then it can show >> 1500 messages from 300 contacts are pending. Just to give an idea to improvise. :)
Gerardo Salandra
@Hasnat Jamil: thanks, let us think about it :)
Ferney Beltran
Contacts with NONE of the following
The parameter NONE is needed when selecting TAGS to make filters. Here is an example of it: If I want to make a rudimentary sales tunnel, I create and assign the following tags to my contacts:
- Visitor
- Interested
- Quote
- Sale
After a period of time, I want to know which customers I haven't sold to. If I apply a filter with ANY or ALL it would work perfectly, only if a contact had only one label. But with contact I could have more than one or all of them. The NONE parameter would allow you to have more precision
H
Hasnat Jamil
Thank you my friend!
Gerardo Salandra
Ferney Beltran
Excellent! I agree that this new functionality should stay and be permanent for the following reasons:
- For collaborators or care agents, it will serve to have visual control of which chats they have not attended yet.
- That the pending message indicator remains and does not disappear by opening a chat only: it forces to manage the conversation and guarantees that the attention levels increase.
- For supervisors and quality analysts, it will show you which customer conversations are not being attended.
Only complementary, that the color of the alert is red, because of the visual and psychological implication of alert and danger. This will make the alert more relevant.
