HiJiffy Console — Tips & Tricks
Built to improve your experience and productivity
The Console aims to focus your activity on the guest, by placing the chat as the central element.
Our Inbox
Where all the Users conversations will be managed and organized between Open, Closed and All conversations.
The goal of the Inbox is to organize conversations in order for you to focus on users that require human assistance. At the same time, it also gives you the possibility to engage with users who either previously required human assistance or had a fully automatized conversation.
What do we mean by Users?
Users are customers that engage with you via a specific channel — such as Messenger. Whenever a customer engages with one of your channels added in the Console, a User will be created and listed in the Inbox, with their name and channel they entered from.
Friendly Tip: If a User does not disclose their name, it will be listed as Visitor followed by a unique identifier number.
Conversations Tabs
The users are listed in different sections of the Console and that will allow you to have a clearer and optimized customer support experience.
Open Tab
Open conversations are created whenever the Chatbot doesn’t understand what the user says or when users request to speak with a human agent. In this way, you will only have to focus on users who need human assistance and won’t waste time filtering, manually, conversations.
Closed Tab
When a user doesn’t need any further assistance, you can change the status of the conversation from Open to Closed. This will move the conversation from the Open Tab to the Closed Tab.
Friendly tip: If, once again, the user needs human assistance, the status of the conversation will automatically change from Close to Open and will be moved to the Open Tab.
All Tab
The All Tab is where all your conversations will be listed, whether the users required human assistance or had fully automated conversations.
Friendly Tip: this list of conversations will allow you to search for any user, to see their history of engagement, and to engage with them if necessary.
Filters
Despite having conversations sorted by open, closed and all, it’s still important to be able to Filter conversations. So that you can narrow your view to specific days, users, tags and assigned agents. You can even display only conversations that are assigned, unassigned or just the ones assigned to you!
Tags and notes
A customer request is generic by nature, but sometimes it’s important to add another layer of information so that some requests are set apart and easy to identify. How can that be helpful? For instance, you can tag a user who has a problem with their booking with the tag “already booked” and add a note saying “the user hasn’t received the booking confirmation”. In this way, your customer care representatives will have all the detailed information, losing no time to solve the user’s problem.
Saved Answers
With the saved answers feature you will be able to set a list of your most common answers, allowing you to save your precious time to dedicate to what really matters: great customer service! Every time we have to write a message — even the most simple one — we invest time and drain mental resources making us more prone to typos and mistakes.
Tickets Management
Have all the tickets’ information organized, structured and associated with a specific user.
Your team can talk directly with a user who opened a ticket, put the user on hold (eg. if they haven’t decided yet), close or delete a ticket (eg. it was created by mistake).
What’s a ticket?
A ticket is a “card” that has information collected from the users in an organized way via a pre-defined Chatbot flow. It can be a booking, a request quote from a user or a lost & found question. Every time there’s a new ticket on the console, you’ll receive a notification. You’ll also have access to information like when the ticket was created and the type of ticket.
Friendly Tip: In the main menu whenever you have a ticket or a new conversation, you will be notified of the number of tickets and conversations open.
Reports
See the latest data about your guests’ engagement with your chatbot and your team!
Continue to Introducing Reports.
User settings
In the user settings area, you will be allowed to enable or disable agent identification. That is, you can decide if your name appears when you answer to a user or instead it’s the name of the page. There, it’s also possible to enable or disable the sound of the notifications.
