CAAC | Interface Optimization

Creation Date: Jun 10, 2024

Created By: Crescender Lab

View most recent version on Tango.us

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💁‍♀️ New Interface Optimization

1. CAAC Interface Optimization

   • Through the multi-channel functionality of CAAC, easily distinguish message source channels

   • Faster assignment of agents and updating of conversation status

   • One-click call for quick templates

   • Simplified and convenient operation

2. After data integration, notes from different channels of a single contact can be displayed

3. Added shortcut keys

   1. Quickly switch conversation window status

   2. Quickly add notes

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⚠️ To accommodate data updates and integration, please be sure to perform a one-time account re-login or page refresh to facilitate contact information updates.

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📚 Review

1. Tutorial | CAAC Conduct Conversation and Contact Information

2. Tutorials｜CAAC Omnichannel - Instagram

3. Tutorials｜CAAC Omnichannel - Facebook Messenger

1️⃣ CAAC Interface Optimization

1. Omnichannel Inbox

• list all channels and assignee filters in the side panels. Leave enough spaces for future extensions of various filters.

2. The sidebar can be collapsed or expanded using the icon

3. You can check the message source channel & assignee in the chat room header

1. Contact Name

2. Source Channel

3. Assign Agent with One Click

4. You can mark the chat room status as "Follow-up" with a single click.

cmd(ctrl) + shift + F

5. You can mark the chat room status as "Resolve" with a single click.

cmd(ctrl) + shift + S

6. You can mark the chat room status as "Reopen" with a single click.

cmd(ctrl) + shift + O

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ℹ️ 【Keyboard Shortcuts】Perform the following actions in the conversation window page to quickly switch the chat room status.Change to follow up: cmd(ctrl) + shift + FChange to resolved: cmd(ctrl) + shift + SRe-open a conversation: cmd(ctrl) + shift + O

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7. 【Desktop/Tablet】Clicking "More" allows you to perform chat room operations.

1. Search

2. Saved message

3. Pin chat

4. Block

8. 【Mobile】Clicking "More" allows you to perform chat room operations.

1. View profile

2. Search

3. Saved message

4. Pin chat

5. Block

2️⃣ Contact Notes Optimization

9. 【Desktop/Tablet】You can directly check contact information on the right side of the screen.

10. 【Mobile】Click "More" - "View Contact Profile"

11. You can see "All Notes" in the "Contact Profile".

1. Each contact can have multiple notes based on service events, which can be viewed through the contact profile.

2. Notes are sorted from "New" to "Old" based on their creation time.

3. The default display shows the latest three notes, and you can click "Show More" to view more notes (please note that three notes are displayed at a time).

12. All Notes - Click "More" - Edit or Delete Notes

13. Please note that after adding a note, press "Add Note" to save the note content.

After entering the note, you can use the shortcut "cmd(ctrl) + enter" to add the note.

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ℹ️ The sorting logic for notes applies to both MAAC and CAAC.

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14. Add Quick Template Button on the Left Sidebar

You can quickly access the template editing page for faster template management.

15. Settings: Categorize settings into 3 levels

• my account: for users personal settings

• Workspace: for users/team/workflow management in CAAC

• Administration: for organization-level settings

16. My profile panels

• Users can easily manage their duty status, profile, or switch organizations here!

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