The Inbox is the heart of your AskDolphin platform, where all customer interactions are organized and managed. Whether the messages come from a live chat on your website or via a QR code scan, the Inbox provides a centralized and intuitive view to streamline communication and improve customer support efficiency.

 

In this article, you’ll learn:

●       How do I navigate the Inbox?

●       What are the different channels, and how do they work?

●       How can I manage conversations effectively?

●       How does Dolphin AI interact with customers, and what are Dolphin Logs?

●       How do I use the chat interface in AskDolphin?

 

Navigating the Inbox:

The Inbox is the core of your AskDolphin platform, where all customer interactions are organized for streamlined communication. With its user-friendly interface, the Inbox is designed to help you manage conversations efficiently and ensure no query goes unanswered. Here’s how you can navigate the Inbox effectively:

Unassigned: All new conversations appear here, whether they are from live chat or QR code channels. This is where messages await assignment to team members. Learn more about handling unassigned chats here.

 

My Open: Once a conversation is assigned to an agent, it moves to this section. Only the assigned agent can view and manage this conversation. This ensures accountability and a personalized customer experience. Learn more about agent responsibilities in the My Open section here.

 

Solved: After resolving a customer’s query, agents can mark the conversation as solved. Solved chats are archived here for future reference. Learn more about managing solved chats here.

 

Dolphin Logs: This section stores conversations handled by Dolphin AI. Agents can review these logs to monitor AI performance and even join an ongoing chat if needed. Learn more about Dolphin Logs and how to use them here.

 

 

Channels Overview:

The Inbox also organizes messages by their source, ensuring you can track where each interaction originates:

Live Chat Channel:Messages from the live chat widget on your website appear in the Live Chat section. This ensures that all website queries are consolidated and easily accessible. Learn how to install the AskDolphin chat widget here.

 

QR Code Channel:Messages initiated through AskDolphin-generated QR codes are categorized under the QR Code section.Learn more about QR codes and their usage here.

 

 

Dolphin AI and Logs:

Dolphin AI is designed to handle the initial interaction with your customers, providing instant responses and assisting with common queries. If a customer requests to speak with an agent, Dolphin AI seamlessly transfers the conversation to the appropriate section in your Inbox for further handling. This ensures that no query is left unattended, whether it’s resolved by the AI or escalated to a human operator.

 

Dolphin Logs serve as a record of all AI-handled conversations. They allow you to monitor how Dolphin AI engages with your customers, providing insights into its performance. Agents can also join ongoing AI conversations directly from the Dolphin Logs if needed, ensuring real-time support and intervention when required.

 

Dolphin Logs provide a valuable tool for reviewing customer interactions, improving AI responses, and identifying opportunities to enhance the overall customer experience. For more information on managing AI settings, visit How to Configure Dolphin AI.

 

Exploring the Chat Environment

The AskDolphin chat environment is designed to make communication with your customers efficient and seamless.

 

 

Conversation Timeline: In the main panel, you'll see the conversation timeline with all exchanged messages between the customer and your team (or Dolphin AI). This allows you to track the context of the conversation and ensure continuity.

 

Customer Information Panel: On the right-hand side, you'll find essential customer details such as their name, email, location, IP address, device information, and browser type. This helps you tailor your responses based on the customer's profile.

 

 

General Question or Specific Product:  "General Question" or "Specific Product" section identifies the nature of the chat query.

If it’s a general inquiry, the "General Question" label will appear, meaning the question pertains to the overall business or broader topics (e.g., shipping, returns, or services).

If it’s product-specific, the "Specific Product" label will show, displaying details about the particular item or service the customer is inquiring about.

 

Channel Source (Live Chat or QR Code): This section also indicates where the chat originated from:

●       Live Chat: The chat was initiated through the AskDolphin live chat widget on your website.

●       QR Code: The chat was initiated by a customer scanning a QR code, leading them to a specific chat interface.

This distinction helps agents immediately understand whether the customer is reaching out about a general topic or a particular product, and which channel they are using to communicate. This ensures a more tailored and efficient support experience.

 

Transfer Chat Option: Use the "Transfer Chat" dropdown to assign the conversation to another team member. This is especially useful for routing inquiries to subject matter experts or specific departments.

 

Team Notes Section: Add internal notes in the "Teammate's Notes" section for context or future reference. Notes are visible to other team members but not to the customer, enabling seamless collaboration.

 

Action Buttons: At the top of the chat window, you’ll find action buttons like Mark as Solved or Set as Priority to manage and prioritize conversations effectively.

 

Reply Field: At the bottom, the text input field allows you to type responses. Attachments or quick replies can also be used here to enhance communication with the customer.

 

 

By familiarizing yourself with these tools, you can make the most out of the AskDolphin chat environment and provide exceptional support to your customers. For additional tips on managing conversations, visit Managing Conversations in AskDolphin.