Unified Inbox Guide
The Unified Inbox is a seamless and easy to use solution to communicate with customers across different communication channels. Here you can answer queries, guide users to different external links or address a concern all in an easy to use format accessible across all browsers and devices.
Signing In
You can access the Inbox at https://app.payemoji.com where you will be presented with your credentials which will have been emails to when your service was setup.
If you have forgotten your password or would like to reset your password select "Forgot Your Password" and complete the requested details.
The Inbox consists of:
- Conversation Threads - split by Agent, Chatbot and External Agents (these might be AI or an external systems such as a CRM)
- Current Conversation Window
- Left Hand Navigation Bar
Conversation Threads
The middle panel of the Inbox shows the Conversation Threads with customers with the current active one at the top and sorted by most recent. Selecting a Conversation Thread will open this one in the Current Chat window in the right panel.
Customer phone numbers are shown here as well as any information added about the customer (such as name etc). Note these details are removed for privacy reasons in the image shown. The customer details can be added when selecting the customer (see further information below).
If the customer has an unanswered message a small number depicting the number of messages will appear next to their phone number.
Current Chat
After selecting the Customer from the Conversation Threads you can now interact with the customer. By default, most conversations are conducted by the Bot so in order to chat with them directly select the 3 dots in the top right hand corner and select "Switch To Agent". This allows a one on one conversation to happen with the customer. Selecting this button will change the options in the 3 dots to "Switch to Bot" and a message bar will appear at the bottom of the screen.
Now the Customer is in "agent mode" you can commence to message with them using the message bar to type into. Select the arrow on the right hand side to send a message.
Note: Some channel limit you ability to initiate a conversation with a customer if they have not corresponded with you in a set period of time. For example, if using WhatsApp you can only send messages to Customers who have corresponded with you in the last 24 hours. This may limit your capability to message with the customer so please see below under Template messages to see how to trigger these conversations.
Closing a Chat
After you have completed chatting with a Customer please select the 3 dots in the top right hand corner and select "Close Dialogue" which will then send the Customer back to the Chat Bot. Otherwise if they return they will not get any automated response instead it will come back to the Inbox and you will be notified of a new message.
Template Messages
In some channels, to reduce spam, you are not allowed to contact a customer outside a designated period of time since they last contacted you. For example on WhatsApp, ,you cannot initiate a conversation with a Customer if they have not contacted you in the last 24 hours unless you send a pre-approved template from WhatsApp. But don't worry! These templates are easy to create and we can help you get them approved and you can send them straight from your Inbox.
The Inbox will tell you when you cannot communicate directly with a customer and the option to type to them will be disabled. You can select the "Send Template" button in the bottom right hand corner to start a conversation.
After clicking "Send Template" you will be presented with options to select the names of the different templates you wish to send. Select a template and you will be greeted with a popup where you can then complete an variables available. Variables are entries you decide when the template is created in order to personalise the message. Note, because the messages are pre-approved the remainder of the message cannot be changed.
The example below shows an interview confirmation and the sender is completing the details of the time and date to complete the message.
Left Hand Navigation Bar
The Navigation Bar allows you to easily move around the different services such as:
- Customer Threads - where you can see which Customers have been communicating with the Bot or an Agent and select the different Threads to have a conversation
- Send a Message to a New Number
- Search
- Edit Customer Details
- Messaging Channels - where you different channels are displayed
- New DIalogue Agents - where you can add, with our help, an AI Agent or a custom connection to an external system via Webhooks
- Integration with external systems
- Centres - if you have multiple locations within your business you will find them here and can switch between them
- Management Portal - open the Portal to manage your Payemoji subscription, billing, widgets and more! You will need a separate Admin login to enter this section of the service
Send a Message to a New Number
If the Customer you wish to contact is not within the Inbox then you can send them a new message. Note that you need to send them a Template message as per the section above but this is done a slightly different way. Select the small + symbol in the top right of the left hand nav bar (see image below) which will then pop up a window similar to the Template message window.
In this window how ever you need to enter:
- The phone number of the Customer (in full country code format with the plus such as "+447XXXXXX"
- Select the channel (eg WhatsApp, SMS etc)
- Select the Template you wish to send
- Then enter the variables as described above in the Templates section
- You can then send them a message! Note you cannot send them a follow up until they respond however once they do you will be able to send free form messages as you would for any other user
Note - please ensure you have the consent of users to send them unsolicited messages on WhatsApp
Customer Details
To edit the details of a Customer click the phone number at the top of the Current Chat panel which will open a window on the right hand side as in the image below.
Search
In the top left hand nav bar you can also perform a search which searches for phone numbers plus any details of the Customer which has been entered. Note it does not search the individual text of a chat.
Our Omnichannel Inbox is always evolving. If there are features you would like added please drop us a note at support@payemoji.com!
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