Quiq Messaging Reviews & Product Details - Page 2

We're thrilled that you're getting value from Quiq and realizing success with messaging and bots. We love when clients share best practices. Please be sure to check out our videos on YouTube and Vimeo where our clients have shared some of the hints, tips, and best practices for messaging and bots.

Check out our channels:

https://vimeo.com/user66938473

https://www.youtube.com/channel/UCaSWdt2u-tm6fmib227cveA

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Thank you for the review Jen. The following information can help you manage your agents status.

To ensure that your customers receive timely engagement and answers to their questions, the Quiq application will set an agent to Current

Conversation status if one of two things happen:

1) The agent does not respond to a customer message within the configured Response Timeout period (default is 10 minutes).

2) The agent misses a conversation invitation (default invitation time is 60 seconds). When an invitation is received by the agent, the agent is expected to accept the conversation, decline it, or mark it as spam. When the agent takes no action on an invitation, the system sees this as evidence that the agent is too busy or otherwise occupied, and thus changes the agent’s status to Current Conversations.

How do I address this?

In the first instance, ensure that agents are not attempting to maintain more conversations or tasks than they are capable of handling. Quiq's defaults for soft and hard limits are a reasonable starting point. Also consider adjusting the Response Timeout configuration in Admin > Timers.

In the second instance, several options are available.

Ensure that notifications are appearing for the agent to notice new invitations. In Admin > Routing turn on Flash Conversation Tab on New Conversation. Encourage agents to open their settings and enable all the notification options.

Increase the Invitation Timeout value in Admin > Timers to give agents more time to see and react to invitations.

Increase or disable the Missed Invitations Limit in Admin > Routing to give the agent more chances to address invitations, or simply stop the system from changing status when invitations are missed.

Thank you for your review. Yes, multiple customers have requested this and it is on our mid term roadmap.

It's amazing to hear that Quiq has helped in streamlining your services. I understand your team is having to complete research before responding to customers at times.

When this happens there are a few options we'd like to suggest:

If the research will take less time than your current Conversation Close Timer your agent can tell the customer to please hold while they can complete this research, wait a moment to see if the customer responds, mark themselves as Current Conversations (or another appropriate custom substatus) and then mark that conversation as Inactive manually. This will prevent the response timer from counting down on your agent and allow them time to perform said research. Once they have the information needed they can go to their Inactive shelf and find the conversation and respond to your customer.

The other option would be to customize the response timer for your contact point or channel to be extended to allow for this research time, Each contact point and channel can have the Response Timeout, Inactive Time and Conversation Close Time customized.

Please feel free to contact support@quiq.com if you have any questions or if we can help with these configurations.

As your business continues to grow, and you quickly exceed the capabilities of FreshChat, we would be glad to work with you again. We look forward to the future discussion!

Thank you for the review Rebecca. As always, please reach out to us if there is any way we can serve you better.

Thank you so much for the feedback. We appreciate your business.

Thank you for taking the time to provide feedback on your Quiq experience. We are extremely happy that your customers love interacting with you via your Quiq platform. We want to be sure you are getting the most out of your investment and would like to provide additional support in locating past tickets with your customers. If you have any of the following pieces of customer information you can search for past conversations using our out of the box reporting functionality.

Customer First Name

Customer Last Name

Customer Phone Number

Customer Email

If you are a Manager or Admin go to > Reports > Close Conversations > Set the date range the conversation may have taken place within > use the customer information filters to search by any of the information above and click Search Conversations.

If your agent needs to find a past customer conversation they can click on the filing cabinet icon next to the magnifying glass above their Active Conversation shelf and open thier closed conversations search screen. Here they can search using the same filters as mentioned above.

In regards to integrating Quiq with other systems, we are always available to assist with your integration process. Please reach out to your Account Manager for additional service options.

Thank you for the review. It's always a pleasure to support our community.