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Click below for a step-by-step walkthrough of our Inbox and Getting started with Live Chat

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CUE | Getting started with Live Chat

Martine

Updated: Feb 04, 2025

Description

Explore a step-by-step interactive demo of Cue's Inbox, where you can have live chat conversations with your customers. Upon logging into Cue, you will find the inbox as the second icon on your left-hand panel.

Steps

Welcome to our demo!

The inbox is located second from the top on your left pannel.

"My tickets", will host all the tickets that are currently assign to you.

"All" displays all the tickets that are currently open in your workspace.

"Unassigned" only displays tickets that are currently not assigned to an agent.

By clicking on the "Dashboard" tab you'll be taken to the Live Chat Dashboard where the ticket stats are displayed and tracked per agent, team, and tag.

Your teams are shown at the bottom of the inbox panel. To add a team, click on the "+" sign.

Here, you can input the team's name and choose an associated emoji.

To modify the team, select the relevant agents by their names and then click on the "Create" button.

To view a high-level overview of all the tickets, click on "All".

To switch between views, use the drop-down menu: * Open: Displays all current open tickets. * Closed: Shows all closed tickets.

You can reorder the tickets from Newest to Recently Replied or Longest Wait by selecting from the drop-down menu: * Newest: Displays tickets with the newest on top. * Recently Replied: Shows tickets with the latest contact reply at the top. * Longest Wait: Organizes tickets based on the longest waiting times.

Upon first view, you'll notice the ticket's name, subject line, and creation time. If an agent is assigned to the ticket, their initials will appear below the time; otherwise, a person emoji with a question mark will be displayed.

After clicking on the ticket, the chat and ticket details will open on the right-hand side.

Here, you can see that the conversation was initiated by the Contact at 04:53 PM.

The user journey begins with a response from the Bot. The sender (the Bot), time, and delivery status are also displayed.

Once the Contact's conversation with the Bot is concluded by making a team selection, a ticket is created.

The ticket's status can be Open or Closed

To assign a ticket, click on "Assignee" and choose the relevant agent, from the drop-down list

Note that only one agent can be assigned to a ticket at a time. Once an agent is assigned, no other agents will be able to reply to this ticket. To reassign, simply click on the new agent's name. All these actions are tracked in the ticket for a paper trail.

You'll notice that no other agents can reply to this ticket. The "send" button will be greyed out.

Once a tick is assigned to an agent, the ticket will be removed from the "Unassigned" ticket queue, and the agent's initials will be added. To unassign the ticket, simply unclick the assigned agent's name.

Next up, click on "Martine Faurie".

The Team selection will indicate which team the ticket is currently assigned to. To reassign the ticket to another team, click on the current team and choose the relevant team from the drop-down menu.

To add a tag, you can type the tag name in the search field to add it, or simply select one from the list provided.

The channel section will display the origin of the ticket, based on your workspace's setup. Presently, Cue supports three channels: WhatsApp, Facebook Messenger, and Webchat. All three channels feed into the same inbox. Apart from the small channel emoji on the ticket, the ticket origin will be indicated here.

Under the contact field, you will find the Name and Phone number. The name is typically filled with the contact's WhatsApp profile name or the name provided by the user in your Flow. This field is editable. The phone number is automatically fetched for WhatsApp users and is not editable. However, you can copy it by clicking on the number.

The "Activity" field contains all the ticket history linked to the contact number. You can scroll up to see all the tickets previously opened by the same contact. This feature is useful for maintaining a paper trail of interactions.

To send a message, whether the ticket is assigned to you or unassigned, simply type your message in the message box and hit send.

You can send attachments such as documents (PDFs), images (PNG/JPEG), or videos (MOV, MP4) to clients by clicking on the paperclip icon. Clicking on the smiley face icon will open the emoji panel for you to choose and insert emojis into your messages. On the left side, you will find your Quick Replies accessible by clicking on the Block icon.

Once an agent replies to the ticket, the ticket's icon will change to grey with a small arrow indicator on it.

Similarly, when a contact replies, the ticket icon will revert to a colorful circle.

When a ticket has been completed, the agent can close the ticket by clicking on the "Close" button. The ticket will automatically be removed from the "Open" ticket list and will be moved to the "Closed" ticket list once it is closed by the agent.