Dashboard Event Notifications and Viewed Indicators

Event tracking is an important aspect of conversation management as it provides managers (and team members) contextual information about the lifecycle of a conversation. Events also act as audit trails in order to avoid the mishandling of conversations.

Event Notifications

Manual conversation events are tracked and displayed when any staff member performs a manual action that alters the state of the conversation. There are several different types of manual events available for tracking as well as one automated action:

  • When a staff agent “Reassigns” a conversation
  • When a staff agent “Moves” a conversation
  • When a staff agent adds or removes a "Tag" a conversation
  • When a staff agent “Resolves” or “Reopens” a conversation
  • When a staff agent “Archives” or “Unarchives” a conversation
  • When a staff agent marks or unmarks a conversation as “Spam”
  • When a staff agent “Ends” a chat conversation
  • When a staff agent “Replies and Archives” a conversation
  • When a staff agent “Reply and Reopens” a conversation
  • When a staff agent runs a manual workflow
  • When a staff agent puts a conversation back on hold
  • When a staff agent pins and internal note
  • When a staff agent unpins an internal note
  • When a staff agent merges a conversation
  • When a conversation is auto-resolved by the Reamaze Assistant
  • When an Automated or Manual Workflow runs
  • When an attachment is deleted
  • When a message delivery fails or a bounce is detected
  • When a chatbot hands over a conversation or resolves by itself
  • When a conversation's subject is edited
  • When a reminder is added and when a reminder is triggered
  • When a customer marks your message as spam
  • When a customer satisfaction survey is sent
  • When a bounce is detected

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Viewed Indicators

Viewed Indicators allow you to see when your customers have read your replies, or when your teammates have read a customer's message. If a message has been viewed, you will see a "Viewed" icon below the message. To see when a message was viewed, simply hover your cursor over the icon and an exact timestamp will appear.

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Additionally, if you're replying to a customer via email, you can quickly confirm that your message was sent successfully by hovering you cursor over the sender's name.

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