When entering a conversation, the agent or agent supervisor will be able to see the name of the client, if registered, the icon of the channel through which the client is contacted and the time elapsed since the referral was made.
When accessing the chat bubble to effectively assist the client, the name of the work group to which the consultation was assigned will also be displayed on the screen, which will be of great help to guide the conversational experience.
At the same time, during the service, in the window on the right, the agent has access to information about the client, which includes: First name - Last name - E-mail - Phone.
If the customer is new and this information is not available, the fields appear empty and the agent can assign the correct data. You can also modify the data displayed during the conversation or even leave them blank.
In Facebook Messenger, Instagram and WhatsApp channels, the user's name will be displayed according to the data registered by the user on these platforms. In addition to the thumbnail of the customer's profile picture, if the image is publicly displayed on these channels.
If the email or phone number field matches the existing information in the database, the corresponding data will be displayed. In WhatsApp sessions, the "phone" field will be populated with the corresponding conversation number. In case there is no match between some of them, you can ask the agent to modify the fields with the correct data from the edit option.
Key data
- It is possible to incorporate a form, prior to the referral to an agent, that asks the customer for their name, surname, email and telephone number. In this way, you will have this information at the time of service to register the customer and be able to unify the information with previously made contacts.
- You can also add custom fields, such as Channel, URL, Country, City, etc., depending on your company's needs.
- In case you need to implement the use of the pre-referral form or add custom fields, request it through a request in Aivo support center.
- Once configured, you will see the detail within the conversation, in contact information, custom data.
- These custom elements cannot be exported.