Best practices
By Pranav and Sivin Varghese
By Pranav and Sivin Varghese
Practical recommendations to help your team get better results from Chatwoot.
Assigning conversations in a round-robin fashion.
Chatwoot follows a round-robin auto-assignment system for conversations. This means that if there are people available (called "agents") who can respond to messages in a specific inbox, the system will divide the conversations evenly among them. If all the agents are not available, the conversations will not be assigned to anyone and will be categorized as “Unassigned”. This feature is turned on by default. How to enable/disable round-robin assignments? To enable round-robin assignments in your inbox, follow the steps below. Step 1. Go to Settings → Inboxes. Click on the settings link of the inbox you want to enable round-robin assignment for. Step 2. Go to the “Collaborators” tab. Find the setting for Conversation Assignment, as shown below. Step 3. Check the box “Enable auto assignment” and click on "Update".
Working with command bar
The command bar is a key feature in Chatwoot that enhance productivity. It allows you to perform a lot of actions with just a few keystrokes. You can access the command bar using ⌘ + K on macOS or Ctrl + k on Windows and Linux from anywhere on the Chatwoot dashboard. Once opened, choose a specific page to navigate directly or select an action to perform. The command bar also offers smart action suggestions based on your current location in your dashboard. For eg: If you are looking at the command bar from conversations, it would show conversation specific actions such as snooze, resolve first. Some of the key actions/navigation options are listed below. Jumping to a page with command bar The command bar lets you quickly navigate to a page, such as Settings, Reports, Notifications, and everything else. Start typing the page name and press Enter, and you'll be taken to that page. Quick navigations available - Dashboard Home - Contacts - Reports - Agent Repotrts - Label Reports - Inbox Reports - Team Reports - Settings - Agent Settings - Team Settings - Label Settings - Canned Response Settings - Application Settings - Account Settings - Profile Settings - Notifications Performing a conversation action with command bar The command bar is aware of where you are in the Chatwoot dashboard and recommends actions that will help you be more productive and fast. You can execute actions on a conversation like Resolve/Reopen it, Snooze it, or even assign particular agents or labels to it by simply searching for them. Commands available - Resolve/Reopen the conversation - Mute/Unmute conversation - Send an email transcript - Assign a conversation to an agent - Assign conversation to a team - Add a label to conversation - Snooze the conversation Example: Assigning an agent 1. Open the command bar 2. Search for Assign agent and press enter 3. Select the agent you want to assign the conversation to.
Working with keyboard shortcuts
To enhance your productivity, you can work with keyboard shortcuts. These shortcuts let you perform quick actions like opening a conversation, resolving a conversation, toggling the sidebar, going to Settings, and more. To display a list of available keyboard shortcuts, press "CMD + /" or "Win + /" on your keyboard. Or, select "Keyboard Shortcuts" from your Profile Settings menu. List of Keyboard shortcuts in Chatwoot
Group your contacts into custom segments.
With Chatwoot, you can sort and filter your contacts using different categories by using advanced filters. You can save these filtered contacts as segments, appearing in the secondary sidebar under the "Segments" section. This feature helps save different groups of contacts based on your requirements and access them readily. How to create Contact Segments? Step 1. Start by filtering your contacts. Select "Contacts" from your sidebar and click the "Filter" button. Step 2. A modal will pop up, which lets you select the filter type, the operator (equal to, not equal to, contains, does not contain), and the value. You can join multiple filters together. Here is an example: Click the "Submit" button to apply the filter to your contacts. Step 3. You will now be able to see a "Save filter" button in the header of the contact page. Click on it. A modal will pop up, asking Do you want to save this filter?. Give a name for your filter and click the "Save filter" button. Your segment has been created. How to view a saved Contact Segment? You will be able to find your saved segment in the secondary sidebar. You can click on it anytime to quickly view the contact group. How to delete a saved segment? To delete a Contact Segment, open it and select the "Delete Filter" option from the header. Confirm deletion.
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 within the user's view. To use this feature, follow the following steps. Step 1. Click on the filter icon at the top of the message list. Step 2. A modal will open up, which lets you select the filter type, the operator (equal to, not equal to, present, not present) and the value. Select and apply your filters. Step 3. After applying the filter, you will see all the qualifying conversations. Next, click on the “Save” button at the top of the conversation list panel. Step 4. A modal will open up asking you to name the filter. Your saved filter will now appear as a folder on sidebar. Here is an example: You can access this readily whenever you want to. How to delete a folder? To delete a folder, click the red bin icon, as indicated in the following screenshot. To confirm, click on the “Yes, Delete” button.