Conversations panel

Objective

Conversations panel overview

Applies To

• Jumper
• Live chat

Procedure

Here you can observe, intervene and automate conversations your customers are experiencing in real time 

You may observe a few milliseconds of lag as this is the through-put our intelligence goes through to pass data.

From this, you can:

1. Pause the bot and take over a conversation - if you need to intervene an ongoing conversation, clicking on the bot icon below will stop the current bot flow and you can interact directly with the customer.

2. Answer queries and pass the conversation back to the bot

3. Drop notes to team members.

4. Attach photos, files, locations, videos and much more.
NOTE: Make sure when attaching images or videos with a link, the link must be a public link for Jumper to access the image and send it to the customer

5. Start a totally new bot flow (for example, a quick survey, upsells, discount codes)

The Conversation Panel shows the entire chat history of the user from the moment that Jumper was connected to the social/messaging channel.

NOTE: The only messages not appearing in the conversation panel will be the ones shared directly from within the social network’s inbox (Eg. Messages sent directly via Facebook Inbox or Facebook Business Suite).

Now, let’s look at the different components that fall under the Conversation Panel. 

A user’s conversation appears in the conversation panel when the admin/agent clicks on the user chat from the Customer List on the left.

1. Chat History: The entire chat history is available. You can scroll the page and view previous conversations/messages sent by the user. Click on the “Load Previous Conversations” to see old messages.

2. Message Date/Time: You can find the date and time of each message sent by the customer/agent/bot by hovering your mouse over the small profile icon against each message.

3. Status Messages: Amongst the customers’ messages, you’ll find certain status messages to help you understand the action taken by the user/agent (Eg. User triggered the bot or Conversation resolved by Agent.)

4. Composer Input: The composer input helps you to send messages/information to the customer. From text to images/videos etc.

Composer Input

Note: The composer input may be disabled for you or show “Send Template Message” if you have passed the allowed limit for the channel.
Facebook - 7 Days
WhatsApp - 24 hours from the user’s last message.

1. Use “/” to access Message Shortcuts. To know more about message shortcuts read here…

2. Type in a text message to respond to the user.

3. Channel Specific Attachments.

Facebook - Opt-in notification, Picture Attachment.

NOTE: Make sure when attaching images or videos with a link, the link must be a public link for Jumper to access the image and send it to the customer

WhatsApp - Template Message, Location, Contact, Attachments (File, Video, Photo)

NOTE: Make sure when attaching images or videos with a link, the link must be a public link for Jumper to access the image and send it to the customer

4. Send Note: The note is for internal use only and is not sent out to the customer.