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
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.
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.