Event tracking provides managers and team members with contextual information about the lifecycle of a conversation. Events also serve as audit trails to help prevent conversations from being mishandled.
Event notifications
Manual conversation events are tracked and displayed whenever a staff member performs an action that changes the state of a conversation. The following events are tracked:
- A staff member reassigns a conversation
- A staff member moves a conversation
- A staff member adds or removes a tag from a conversation
- A staff member resolves or reopens a conversation
- A staff member archives or unarchives a conversation
- A staff member marks or unmarks a conversation as spam
- A staff member ends a chat conversation
- A staff member replies and archives a conversation
- A staff member replies and reopens a conversation
- A staff member runs a manual workflow
- A staff member puts a conversation on hold
- A staff member pins or unpins an internal note
- A staff member merges a conversation
- A staff member edits a conversation subject
- A staff member adds a reminder or a reminder is triggered
- A conversation is auto-resolved by the Re:amaze Assistant
- An automated or manual workflow runs
- An attachment is deleted
- A message delivery fails or a bounce is detected
- A chatbot hands over a conversation or resolves it
- A customer marks a message as spam
- A customer satisfaction survey is sent
Viewed indicators
Viewed indicators show you when customers have read your replies or when teammates have read a customer's message. When a message has been viewed, a Viewed icon appears below it. Hover your cursor over the icon to see the exact timestamp of when it was viewed.
If you are replying to a customer via email, you can confirm that your message was sent successfully by hovering your cursor over the sender's name.
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