Chatbot

For proper use of the platform and a good understanding of its capabilities and functionalities, it's necessary to grasp some basic concepts, such as the concept of conversation and customer service. Additionally, there are some native functionalities that are part of the platform's behavior by default and do not require additional configuration. It's important to know these functionalities to understand how the chatbot operates and what it can do for you before starting to use the platform.

Concept of Contact and Support

The selfless.chat platform uses the concept of support to represent the interaction between a contact and the company, initiated by any configured entry channel. This concept enables the creation of protocol numbers and better monitoring of the number of open support requests, for example.

Therefore, a support request is initiated every time a contact sends a message to the company through any of the connected channels (WhatsApp, Instagram, etc.). This means that actions such as message triggers or manual sends will only result in the opening of a support request if there is a response from the contact.

If the contact has already had a support request finalized and sends a new message subsequently, a new support request is automatically initiated.

Thus, contacts are individual identifiers that depend on the channel from which they come. If the contact is on the WhatsApp channel, for example, their identifier will be the cell phone number on which they are registered, and so on. Therefore, a contact can have multiple support requests in their history.

Attendance status

Support requests are classified by status, visible in the main area of the platform on the left sidebar:

• With the bot: contacts that are being attended exclusively by automation, without human interaction.
• Awaiting attendant: status where the contact has requested transfer to a human and is waiting for an agent to take over the conversation (this filter is available when the Transfer to department feature is enabled or when the contact is left unattended during the support session).
• With attendant: contacts whose support requests have already been taken by an agent and are still active.
• With me: hese are the contacts whose support requests were taken by the currently logged-in user.
• Triggers: contacts that received a trigger but have not yet responded, therefore, have not initiated a new support request. When they respond, these contacts will be reassigned to the With the bot status.
• Responding NPS: these are the contacts whose support requests have already been completed and were forwarded to the Net Promoter Score survey.
• Finalized: support requests that have been closed, either because the conversation with the bot was automatically closed after 24 hours without a response from the contact, or because the agent manually closed the support request.

Each list displays only contacts whose support requests correspond to the status in question. If you want to view All Conversations or Archived Conversations, they are available in the corresponding lists, on the last two buttons in the left sidebar.

This categorization allows for real-time tracking of the interaction progress.

Protocol Identification

Each support request initiated generates a unique protocol. This protocol can be used for tracking and auditing the conversation.

It is possible to automate the forwarding of protocols to contacts as soon as they start a support request. To activate this feature, you need to request it from the selfless.chat support team, who will enable this function.

Use in Analytics

The concept of support request is also used in the metrics of the Analytics tab, where you can track indicators such as Total support requests initiated or Ongoing support requests.

⚠ Only Administrators have access to the Analytics tab.

Options and Contact Information

In the selfless.chat interface, each contact has a menu of quick actions to organize them. Additionally, each contact also has a menu of useful information that makes the daily routine of support agents easier.

To access the menu of quick actions, click on the three-point icon of the contact you want to organize. The menu will display the following options:

• Mark as read/unread: Signals a read or unread conversation.
• Copy contact number: Copies the contact's number to the clipboard.
• Clear conversation: Removes all messages from the visible history of that conversation, without deleting the contact.
• Remove contact: Deletes the contact from the active base. This option is only available to administrators.
• Close conversation: Closes the conversation and returns to the initial screen.

Contact information can be accessed by clicking on the contact's name in the conversation, in the top bar. In the pop-up that opens, you can change the contact's name, verify their number, and add tags that are also visible in the list of contacts.

To add a tag to the contact, simply click on the +Tag button. The pop-up that opens allows you to search, select, edit, and create new tags. You can select multiple tags for a single contact.

Additionally, there is a tab for more detailed information, which is only visible to the company, divided into:

• Description: allows you to type a description for the contact, which can be edited.
• Comments: allows you to write comments about the contact. The comments entered keep the information about the author and date.
• Support requests: shows the list of support requests for the contact. Each support request also has a clickable summary that will take you to the conversation history of the specific support request.

When accessing a specific support request of a contact, it is possible to export the message exchange, for audit purposes, in .csv, .pdf, or .txt format, or send to an email, by clicking on the Export button.

Finally, when selecting a conversation, it is also possible to verify which is the status of the conversation: whether it is with the bot, without an agent, or which agent has taken over the conversation. By clicking on the button, you can change the conversation status.

Administrators can also manually change who the agent is for that support request - while it is still open.

Finally, it is also possible to finalize the support request. To reopen a finalized support request, which still has an open session, simply click on the Take over conversation button.

Exporting Conversations or Contacts in Bulk

In addition to being able to export the messages exchanged in a specific support request, it is possible to export contacts or conversations in bulk on the selfless.chat dashboard. If you need to export contacts or conversations in bulk, follow these steps:

Step 1: Access your account on selfless.chat and select the chatbot you want to configure.

Step 2: In the lower left corner of the dashboard's main page, next to your user name, click on the gear icon ⚙.

Step 3: Click on Export Data. There are two options:

• Export Contacts: you can select an interval of up to 90 days to export in CSV files information about contact names, phone numbers, and the quantity of messages sent during the selected period.
• Export Conversations: you can select an interval of up to 90 days to export in CSV files information about protocol numbers, conversation start time, end time, quantity of messages sent during the period, and whether there was a transfer.

Audio Interpretation

The selfless.chat chatbot interprets audio messages sent by contacts to the platform in a native way. This function is already predefined in the chatbot's settings. To do this, the chatbot transcribes the audio, which appears just below the message. This function promotes more ease in communicating with your customer and makes the experience even more practical.