Understanding the best way to organize your inboxes allows you to improve your service and streamline your communication channels. Discover in this article, the possibilities that B2Chat offers you.
The way your agents view 👁️ each new chat influences their prioritization system, depending on where the most recent chat is located, your company can serve one customer first 💬 over others. In this article, you will learn how to choose the best ✅ system for your company and when you decide, apply it in your B2Chat console.
⚠️ Note: Before you begin, remember that your B2Chat console has two available inboxes: one for chats 👨💻 that are "in progress" that is, those that have already been picked up by an agent and another for "New" 🆕 chats, specifically chats that are still waiting to be picked up by an agent.
LIFO method (Also known as the traditional WhatsApp)
This system is loaded by default 🔧 in your console of “new” and “in progress” inboxes in B2Chat and it is the same that WhatsApp uses ✅ in all its applications.
This method is highly recommended for lines intended for product sales $ since the chat that appears at the top ☝️ of the list corresponds to the one with the most recent ⌛ entry.
Thanks to this type of organization, your agents will be able to prioritize 🚨 new conversations or messages sent recently, which usually indicates an interest 😵 to acquire your products.
You should consider that this organization system has a particular condition 🔎 that refers to new messages within a conversation, which means that, if a chat started before another but receives messages less recently ⏲️, the one with the newer message will have priority 😎.
⚠️Note: This order has already been established in both of your inboxes, therefore, you should not make a request to the B2Chat support team unless you have previously changed your ⚙️ settings.
FIFO method (similar to a bank line)
The FIFO system is the same as a bank line 🏦 or any store line, in which, the arriving customer, that is, the most recent customer, must wait ✋ until all other customers before him have been serviced ✅.
According to this method, the oldest chats 👴 have priority and therefore appear first in your inbox. This system is recommended for product support or customer service lines since agents know exactly which user has been waiting for the longest and whom they can help first.
Before implementing this system, you should consider 👨🏫 the variant of the messages within the same conversation, in other words, the chat that started the earliest that appears on the list unless a user decides to send a new 🆕 message, in that case, it will lose its priority 😥 and will be moved to the last position in the inbox.
Now that you know which systems are available 👍 to organize your chats in B2Chat, it is time to consider which one is the best fit for your company. We hope this information was useful to your company.⚠️Note: This system is not ❌ integrated into the console by default therefore, to start using it it is important that you contact a B2Chat advisor 🤓 who can integrate it.