Here are some frequently asked questions (FAQs) regarding Ziwo Conversations, a feature that allows you to manage customer communications (voice calls, SMS, live chat) within the Ziwo platform.
What are ZIWO Conversations?
Ziwo Conversations is a unified communication feature that allows you to manage all customer interactions, including voice calls whatsapp msg in one place. It enables customer support agents to view, respond to, and track customer inquiries from multiple channels through a single interface.
Which communication channels are supported in Ziwo Conversations?
Ziwo Conversations supports the following communication channels:
Do I need a separate app for each communication channel?
No, Ziwo Conversations is a unified platform. You can manage voice calls and whatsapp all from a single interface. This helps streamline your workflow and improve agent efficiency.
How to access the Conversation feature of Ziwo?
To access this feature, it is based on the onmichannel and Ziwo will provide you the access to the Platform and from that you can able to access the conversation feature.
How to start the conversation?
To start the conversation, agent cannot able to send the message first, if the customer sends the message then the agent can reply and initiate the conversation. But to start the conversation agent can send the pre-defined templates to the customer and then customer can reply to that. To initiate the template message, go to the conversation area and send the template. For more details please refer : New conversation
How to initiate the conversation after customer sends the message?
If a customer sends the message, then the agent will get the notification in the inbox section. it will be visible under new and open section.
When the agent click on the new conversation, then the message will be visible and he can initiate the conversation and respond to the customer or agent can transfer the conversation to other agents as well.
How to send the message to the customer?
To send the message to the customer, following are the steps:
Step 1- Login to the Ziwo Conversation, and go to the Contact section.
Step 2 -Now click on any of the resolved conversation and click of the three dots and then history.
Step 3- Now you see the history of all the conversations.
How to resolve the conversation?
Once the query is resolve, then just click on the resolve button under the conversation area and it will be resolved.
How to send the attachments?
To send the attachments to the customer, following are the steps:
Step 1: Go to the inbox section and open the conversation.
Step 2: Go to the typing section and you can see the notes and attachment icon, click on that and you send any attachments like video, audio, images.
How to send the templates?
To send the templates to the customer, following are the steps:
Step 1: Go to the Inbox section and open the conversation or the contact.
Step 2: Go to the conversation area and click on the template.
Step 3 : select the template from the list and click on send. Now the template message has been sent to the customer.
How do I get support if I have an issue with Ziwo Conversations?
If you encounter any issues with Ziwo Conversations, you can reach out to Ziwo support through the help center, or contact customer service directly. They offer assistance via email, phone, or live chat, and they have a dedicated support team to help resolve any technical problems.
How secure is Ziwo Conversations?
Ziwo Conversations complies with industry-standard security protocols, including end-to-end encryption for voice calls and messages. It also offers features such as user authentication, role-based access control, and data backup to ensure the security of your customer data.
How to see the open conversation or the messages sent by the customers?
Here are the following steps:
Step 1: Go to the Inbox section.
Step 2 :Go to the Open conversation. here you can see all the conversations Sent from customer.
Step 3: Click on the conversation and respond to it to resolve it.
How to see the chat history in Ziwo Conversations?
Yes, Ziwo Conversations keeps a comprehensive record of all interactions, including call logs, SMS conversations, and live chat history. This information is available for agents to review at any time, ensuring better context for ongoing customer support.
To see the chat history, following are the steps:
Step 1- Login to the Ziwo Conversation, and go to the inbox section and open the resolved section.
Step 2 - Now click on any of the resolved conversation and click of the three dots and then history.
Step 3 - Now you see the history of all the conversations.
How to Put Tages to the conversation?
Step 1 : Go to the inbox and then conversation area
Step 2 : Go to the right side of the conversation area at the top and click on the tag.
Step 3 : Select the tag and assign it to the conversation.
How to open the inbox section?
Here are the following steps for opening the inbox section:
Step 1 : Login to the Ziwo conversation and go to the inbox section.
Step 2 : Here you can see the open conversation tab, click on it and you can proceed with the conversations.
How to transfer the conversation to other agent?
There are two type of transfers:
Manual-transfer
Automatic Transfer
How to add the Notes in the conversation?
Here are the following steps:
Step 1 : Go to the inbox and go to the conversation area.
Step 2 : Click on the notes and add the notes. This notes will not be visible to the customer.
Can I handle multiple conversations at the same time?
Yes, Ziwo Conversations is designed for multitasking. Agents can manage multiple live chat conversations and SMS threads simultaneously. For voice calls, agents can hold and manage multiple calls, transferring them between departments as needed.
