Messenger console explained

Updated 3 months ago by Joost Rijlaarsdam

Introduction

Web1on1 is your Messaging app. It is the software that connects Contacts with your organisation. Through messaging channels (like Webchat, SMS, FB, Whatsapp and Email), allowing you to have conversations and register the outcomes of these conversations in forms that can be forwarded to clients or Co-worker or sent to other business systems.

Meet Web1on1 - your messaging console

This is what Web1on1 looks like:

1

Inboxes

Activate Inboxes to /Accept conversations

2

Contact list

List of active Contact conversations

3

Categories

Select /Category to indicate the Buyer’s Journey

4

Message input

Message input zone

5

Message stream

The message and media flow that your conversation consists of 

6

Forms

Outcome of your conversation is captured in a Form / Result

7

Backchannel

Search knowledge base and get proactive

8

Team

See which colleagues are online & start a chat with them by clicking on their image

Web1on1 is built for speed. You will save lots of time using /Commands and Keyboard shortcuts

Contact Card

ChatShipper contact card

1

Contact name

2

Organisation you are messaging for

3

Indication of mandatory field

Forms (aka Results)

As an agent you are working towards a concrete outcome of a conversation. This outcome is to be captured in a form, that is sent to the Dealer / Brand. Although forms show great similarity across clients, they differ from Dealer to Dealer. 

In other words you will be instructed on the standard set of forms. Missing forms means the this specifice dealer does not support these results (does not want them). This prevents you to take a conversational direction that does not meet the Dealers/Brands needs.

ChatShipper form card

1

Contact field indicators (green is complete, pink is missing)

2

Indication of mandatory field

The Backchannel

ChatShipper backchannel

The backchannel serves multiple purposes:

  1. It will display relevant info-cards (e.g. a promotion) proactively.
  2. You may search the Company Knowledge base
  3. Optionally it can help you find the closest branch / location
  4. Support processes / bots will popup and present you with suggestions / questions.

The Messaging zone

1

Switch messaging channel

2

Attach; Emoji, image, file, video. Or start Video Chat (add-on)

3

Commands cheatlist

Summary - The Conversation step by step

Finally everything comes together in a step-by-step conversation flow.

/accept

Accept incoming conversation from channel

is ... typing

Do your messaging thing 😃 - lead conversation

/Category<name>

Set conversation category (buyers journey)

+ form <name>

Add form and collect data

/send

Send form

/close

Close Contact conversation


How did we do?

Commands and keyboard shortcuts

What to do when Web1on1 platform stopped working