Omnichannel CRM Tutorial

00:00: Explore how to efficiently utilize the Omni Channel CRM with our detailed instructions. From accessing specific sections to managing tickets and customer details, this guide will enhance your skills in navigating and utilizing the features of the application. 00:16: Update your status to Online to be automatically assigned to incoming tickets. Set it to Offline to avoid assignments. Switch to Break if you're temporarily away from the CRM. Choose Logout to sign out. Note: Tickets are assigned to you only when you're online 00:34: You can filter tickets based on various conditions. Click here to check the filters 00:40: Click here to filter tickets based on their arrival & replied time 00:45: Click here to filter tickets based on whether they have been read or unread 00:50: Click here to filter tickets based on priority 00:54: Click here to filter tickets based on dates 00:57: Click here to filter tickets based on tags added by agents on the chats or tickets for better organization and tracking 01:04: Click here to view tickets assigned to different agents. By default, the system selects the logged in agent. You can reply to tickets assigned to you or to un-assigned tickets. If you're an admin, you'll be able to reply to any ticket. 01:19: Click here to close and view tickets from all agents. If no agent is selected, the system will show you tickets from all the agents. 01:28: Click 'Apply Filters' to apply the selected filters. 01:32: Close the 'Filters' section by clicking here 01:36: Search tickets by phone number or name, for quick access! 01:40: You'll receive a lot of queries that'll be automatically handled by the BOT. By default, we do not show BOT tickets as it might get a bit overwhelming. Should there be a need to view BOT tickets, you can always access BOT assigned tickets with a click from here. 01:55: View all tickets across integrated channels in the 'ALL' section. It includes assigned, unassigned, read, unread, follow-up and closed tickets. 02:06: Unassigned section displays tickets that have not been assigned to any agent. Quick Tip: Reply to a ticket from the Unassigned bucket to automatically assign & open the ticket for you. 02:18: 'Assigned' section displays tickets that have been assigned to you 02:23: Open tickets are the ongoing tickets where an agent has responded but the issue has not yet been resolved or closed. 02:30: Here you can find tickets that require follow-up. In the next steps we will guide you through adding tickets to the follow-up section and explain its importance. 02:39: The follow-up section displays tickets for which you, as an agent, have set a reminder for a specific time. This feature is useful when you need time to address a query raised by the end user and want to be reminded later. It's solely for agent use and reminders. 02:55: Click in the three dots 02:58: Click on Followup 03:01: Set the timer and submit. This way, you can access tickets that require your attention at a later time in the follow-up section and also receive reminders for them. 03:11: Click 'Closed' to check closed tickets 03:15: Click to view messages from each platform separately. 03:19: Click here to log offline calls. This will help you track any incoming or outgoing calls. 03:26: Click here to add the call logs 03:29: Select "Create New Ticket" 03:32: Enter the details and create the ticket. If you need some time to resolve the query, click on "create ticket." If you've resolved the query on call, click on "Create and Close Ticket." or "Create Close and Send c-sat." to send a c-sat Survey to the customer. 03:50: Now let's look at the steps to take action within a ticket 03:54: You can check the Status and Ticket ID from here 03:58: Click here to assign an agent to the unassigned ticket 04:02: Choose the agent from the list you wish to assign the ticket to and the ticket will be assigned to them. 04:08: Click the dash symbol to set the priority for tickets 04:12: Click on "Update Notes" to add personal notes to the ticket for record-keeping! These notes are not visible to your customer. 04:20: Add your note and save it. Click on "Update notes" again to access your records. 04:26: This banner displays the time remaining for the ticket to expire. WhatsApp has a 24-hour window to respond to tickets. The timer starts when the user first sends the message. If you miss replying within 24 hours of receiving the message, the ticket will expire. In such cases, you can always initiate a new chat using template message. 04:49: The red banner indicates that the ticket has expired. 04:53: In such cases to initiate a new chat, start by copying the phone number 05:01: Click "Initiate Chat" 05:04: Enter the copied Phone Number. 05:07: Now you'll see a list of available templates. Select the one you're interested in or create a new template! 05:14: Fill in the variables and hit Send 05:17: Click here to add emojis to your replies 05:20: Click here to attach files to your replies 05:23: Click here to access your already added quick replies. Quick replies are pre-drafted messages that can be sent to customers. In the next few steps, we will show you how to create them. 05:35: Click "Send" to add the quick reply as a response 05:39: Click in the "Send" button to send the pre-drafted message 05:43: Here's how you create your quick replies. Select the quick reply button and choose 'Add quick reply' 05:50: Add the customer details 05:53: Add the order details 05:56: Enter the message you want to save as a quick reply 06:00: Your quick reply has been created and saved. 06:03: Click here to view more details of the customer 06:06: Click here to access the customer's contact details 06:10: This shows the customer's previous tickets 06:13: Click 'Orders' or 'Abandoned Checkouts' to view them