Best Practices

Assigning conversations in a round-robin fashion

VowChat follows a round-robin auto-assignment system for conversations. This means that conversations are divided evenly among available agents. If no agents are available, conversations remain "Unassigned". This feature is turned on by default. How to enable/disable round-robin assignments? Step 1: Access Channel Settings Go to Settings → Channels. Click on the settings link for the specific channel. Step 2: Navigate to Collaborators Tab Find the "Conversation Assignment" setting. Step 3: Enable Auto Assignment Check the "Enable auto assignment" box and click "Update".

Working with command bar

Overview The command bar in VowChat is a productivity feature accessible via ⌘ + K (macOS) or Ctrl + K (Windows/Linux) that allows quick navigation and action execution across the dashboard. Key Features Page Navigation You can quickly jump to various pages by typing the page name, including: - Dashboard Home - Contacts - Reports - Settings - Notifications Conversation Actions The command bar offers context-aware actions such as: - Resolve/Reopen conversation - Mute/Unmute conversation - Send email transcript - Assign conversation to agent/team - Add labels - Snooze conversation Example: Assigning an Agent 1. Open the command bar 2. Search for "Assign agent" 3. Press Enter 4. Select the desired agent Additional Notes The command bar provides smart action suggestions based on your current location in your dashboard, making it a dynamic and context-sensitive tool for user productivity.

Working with keyboard shortcuts

To enhance productivity, VowChat offers keyboard shortcuts for quick actions like: - Opening a conversation - Resolving a conversation - Toggling the sidebar - Going to Settings How to View Keyboard Shortcuts There are two ways to display available keyboard shortcuts: 1. Press "CMD + /" or "Win + /" on your keyboard 2. Select "Keyboard Shortcuts" from your Profile Settings menu

Group your contacts into custom segments

With VowChat, you can sort and filter your contacts using advanced filters and save these filtered contacts as segments in the secondary sidebar. How to create Contact Segments? Step 1. Go to "Contacts" and click the "Filter" button. Step 2. In the modal, select: - Filter type - Operator (equal to, not equal to, contains, does not contain) - Value You can combine multiple filters. Click "Submit" to apply the filter. Step 3. Click "Save filter" in the header. Name your filter and confirm. The saved segment will appear in the secondary sidebar for quick access.

Group chats with filters, save as folders

You can organize and sort your conversations using advanced filters and save them as folders. These folders show up in the sidebar for quick access to specific conversations. Steps to Create a Conversation Folder Step 1: Click on the filter icon at the top of the message list. Step 2: Open the filter modal and select: - Filter type - Operator (equal to, not equal to, present, not present) - Value Apply the filters. Step 3: After applying filters, click the "Save" button at the top of the conversation list panel. Step 4: Name the filter in the modal that appears. The saved folder will appear in the sidebar for easy access to filtered conversations.