Tips and Tools : Loop Inbox™ Conversations

When integrating the Loop® Platform into your business, the Loop® Conversations page is going to be your one stop destination for communicating with your customers. Whether they’re asking a question, expressing a concern, or leaving a friendly note, the Loop Conversations page makes it easy and efficient to respond to messages.

In order to help you better understand each component of the Loop Conversations page, we’ve broken it down so you can utilize it for maximum effectiveness:

Disclaimer

It’s important to note before we begin that the “Conversations” window is split into several panels which contain different metrics and tools to use when interacting with a customer. Depending on the level of access your account has, as well as the type of modules enabled, your Inbox will have access to select features or all of the following features

Comment Panel

The “Comment” panel is the large center portion of the conversations page and will display one full conversation between a team member and customer. In the comment panel, your team can view the conversation history with the customer, add internal notes to a specific conversation, as well as add public comments that the customer will be able to view.

In this panel, team members will be able to modify information about the customer’s profile in Loop as well as add relevant tags to the conversation.

In addition, located at the top right hand corner of the “Comment” panel you can find tools such as “Conversation Details”, “Tags”, and the “Show/Hide Contact Details” toggle.

Conversation Details

This panel is where team members can view and modify information about the customer in respect to the conversation that is currently open.

From this page, your team members can add or modify names, email addresses, phone numbers, locations, tags, the title of the conversations, as well as view the initial message that was sent by the customer.

The “Conversation Details” page is critical to keep up to date so you can accurately tailor conversations to the customer, as well as have context to the conversation.

Tags

The “Tagging” feature allows the team member to manually assign an attribute or multiple attributes to conversations that are ongoing with a customer. Tags can be auto-assigned to conversations by admins depending on configurations.

For instance, a tag of “Gym/Pool/Fitness” could have the phrases “trainer, workout, or exercise” associated with it. Doing so will automatically tag a conversation where those phrases are present in a customer comment. This streamlines the process of request fulfillment

Show/Hide Contact Details

This option allows the employee to show or hide the contact details panel on the far right hand of the screen. By clicking “Hide” you collapse the window for a larger view of the “Conversation” panel.

Comment Window

This section of the “Conversations” page showcases any replies by the team to the customer. It is also the location where internal notes will be written by team members to other members of the team while working on a specific conversation.

Public notifications – comments that customers can see – will be sent when the “Reply” option is checked and the comment window is highlighted in blue.

Selecting the “Note” option will highlight the comment window in pink, signifying that anything written will only be viewed by users of the system.

In order to archive either method of posting comments, you can click the “Archive” option at the bottom left hand corner. Clicking this will close out the conversation and move it to the archive section of the account.

In order to attach files or photos, you can click the camera icon at the top right hand corner of the comment window. The attachment will be posted to the conversation and accessible by users and/or customers depending on whether the attachment is added by a public reply or internal note.

In that same top right hand corner is a speech bubble icon. When clicked, the speech bubble icon brings up a list of auto responses accessible to the team member. The responses you see are templates created by an admin that enable the team to respond to common questions fast and effectively. To search for specific responses you can use the “Search Auto Responses” window which will showcase a list of accessible responses. Clicking a response in the list will close the auto responses window and paste the text into the comment window. However, the  team member will still need to click the send button or post option to attach the auto response to the conversation.

Contact Details

The “Contact Details” panel displays all of the customers information. In the panel you will see a great degree of detail including their name, check in/check out dates, number of past conversations, relevant tags added to the customer, as well as the current conversation temperature (customer sentiment).

Most of the field in the “Contact Details” panel are fixed but can be modified by navigating the “Conversation Details” section of the “Comment” panel. The temperature of the conversation however is dynamic and will change based on an analysis of the replies that the customer sends over the entire course of the conversation. If you wish to receive more information on temperature and sentiment visit this Knowledge Base article.

What are some best practices you’ve learned when using the Loop Inbox Conversations page? Let us know in the comments, or on social media: LinkedIn | Facebook | Twitter | Instagram.

About the author

Leave a Reply