Assign User: This feature allows you to allocate an agent to specific parts of the customer journey for follow-up or resolution. Once a user is assigned, they will take responsibility for managing the customer conversation or task. To assign, simply select the appropriate agent from the user list. If you prefer to remove an assigned agent, leave the user entry slot empty, and the conversation will be unassigned. This feature ensures smoother handling of conversations by directing them to the most suitable team member.

Assign Conversation Status: This functionality lets you manage the progress of conversations by assigning relevant statuses, such as Open, Closed, or Resolved, based on the context of the interaction. For example, an "Open" status could indicate that a customer’s query is still pending, while "Resolved" signifies that the issue has been addressed. This categorisation enables you to easily track and manage conversations in the Team Inbox, ensuring nothing slips through the cracks and your team remains organised.

Add to Contact Groups: This feature helps you organise respondent contacts by adding them to specific categories or groups. You can assign one or more groups to a contact based on their responses or interaction within a survey or chatbot journey. For example, if a respondent selects an interest in a particular product, they can be automatically added to a "Product Interest" group for targeted follow-up. Grouping contacts allows for better segmentation and more tailored communications.
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Remove from Contact Groups: You can use this function to remove respondent contacts from particular groups when they meet certain conditions. For instance, if a customer no longer meets the criteria for a group (e.g., they've purchased a product and no longer need pre-purchase information), they can be removed automatically. The ‘Add to Contact Groups’ and ‘Remove from Contact Groups’ actions can be paired strategically. For instance, you might add a customer to a group when they express interest and then remove them once they make a purchase or complete a specific step

Add Contact Fields: This feature allows you to enrich respondent profiles by adding key details such as location, age, gender, or any other relevant information. You can assign a field key (the general category like "Location" or "Education") and then input the field value (the specific detail like "Nakuru" or "High School"). This additional data helps in personalising interactions and offers, tailoring communication to the individual respondent's profile.

Remove Contact Fields: When certain details are no longer relevant or need to be updated, you can remove specific fields from a respondent’s contact profile. By using the Field Key (such as Location, Age, or Gender), you can efficiently update or clear out information as needed. This flexibility helps ensure that your contact records stay current and relevant to your business needs.