Setup account

Customizing your personal profile

This guide explains how to set up your personal profile with your image/avatar, display name, personal message signature, password and more. You can find the Profile Settings page on the bottom left corner of your dashboard. Update your Agent profile​ This section helps you update your Agent profile on AlooChat. This updated information will be used on the dashboard, live-chat widget, and all external communication emails. The fields in the section are described below. 1. Profile Image Upload your headshot here. If you want to leave this empty, the system will take Gravatar Image if available. 2. Your full name Provide your full name. e.g.: John Hopkins. 3. Display Name Provide the name you would like to be displayed on your conversations/emails. For e.g. John H. 4. Your email address This email address will be used to login to AlooChat and send notifications. Note: If you update your email address, then the system will log you out. You need to log in again with the updated email address and password. Click on Update Profile to save the changes. If the changes are successful, you will see a success message. Set your omnichannel personal message signature​ To craft and use your personal message signature, follow this guide. Set/reset your password​ As a security measure, you need to provide your existing password to change it to a new one. If you have forgotten the old password, you can log out of the system and reset the password. Password must contain at least one uppercase character (A-Z), at least one numeric character (0..9), and at least one special character (!@#$%^&*()_+-=[]{}|'"/^.,<>:;?~). Choose how you want to send messages Update your hotkey preferences from this section. You can choose to send messages using either of the hotkeys:  Enter or Cmd/Ctrl+Enter.

Setting up notifications

To access notification settings, open your profile settings from the profile menu on the sidebar. Here, you’ll find all settings associated with your profile, including configurations for audio, email, and push notifications. Note: These settings apply to your profile only and do not change settings globally. Audio Notifications Audio notifications are available when you have AlooChat open in the browser. They are sent immediately, based on your chosen settings. Here's an overview of each of these settings Alert tone At the moment you have five options, you can hear them by pressing the preview button. You can select either of these depending on your preference. Alert events for conversations You can select any of the three options available. 1. My assigned conversations: Alerts only for conversations assigned to you. 2. Unassigned conversations: You'll get alerts for conversations which have no assignee 3. Open conversations assigned to others: Alerts for conversation assigned to your peers, but not you. This also excludes any unassigned conversations. For agents it's best to enable audio notification for assigned conversations only. This will ensure you do not miss important messages while reducing the amount of distractions compared to enabling notifications for all messages. For managers, you can select, Assigned + Unassigned, that way, you can stay on top of your chats as well as conversations waiting to be assigned. Selecting all three options will give you alerts for all incoming messages. Note that audio notifications work only when AlooChat is open in the browser. In case you wish to get notified of any activity even when the app is not open, you can enable "Push notifications". This is explained in detail further on this page. Alert conditions This determines when the alert is actually triggered, this allows more granular control helping you cut distractions or stay on top of your conversations. The following are the two conditions available to you. 1. Send audio alerts only if the browser window is not active.  Ideal for minimizing distractions while attending to active conversations. 2. Send alerts every 30s until all the assigned conversations are read. For teams with strict SLAs, this option will keep notifying you every 30 seconds if there are unread conversations, ensuring you stay at the top of each of them and attend them in a timely manner. By default, none of these are selected as audio notifications are disabled, however we recommend enabling the first option to send audio notifications if the browser window is not active. Push Notifications and Email Notifications AlooChat will send you notifications about new events with Push Notifications on your browser and the mobile app, as well as email based on your preferences. We recommend enabling the notifications for assigned and mentioned as shown in the screenshot below Enabling push notifications in the browser For the app to be able to send you push notifications, it needs to seek permission from your browser. To enable push notifications you can click on the toggle "Enable push notifications for your browser so you’re able to receive them" it should prompt you for permission. You need to allow this, in case the prompt does not show up, this could mean that the permission is blocked already, or disabled by default. You can follow this guide to ensure notifications are enabled for your browser. Once enabled, the push notifications can be toggled on correctly.

Updating your General settings

The General settings lets you update your organization’s information. You can update the name or language used in the account by changing the settings as shown below. To update account details, click on Settings -> Account Settings. The available settings are shown below. The fields on this page are described below. 1. Account Name Enter the name of your Account. For e.g., Hopkins Inc. 2. Site Language Choose a your preferred language from the dropdown. This will show you your dashboard and conversations in the selected language. For e.g., Select English (en) from the dropdown to use AlooChat in English. 3. Number of days after a ticket should auto resolve if there is no activity Set the number of days after which a ticket or conversation should be marked as resolved. Click on Update Settings Button on the right hand top side of the screen. Wait for the success message to ensure that the settings have been updated.

Adding Agents

An Agent is a member of your Customer Communications team on AlooChat. Agents will be able to view and reply to messages from your users. To add agents to your AlooChat account, you can use the 'Click here to invite a team member' link, as highlighted in the screenshot below. Alternatively, you can navigate from Settings → Agents. You will be redirected to the Agents management page as shown below. Your name will be listed by default as Administrator. Administrators can access all AlooChat features enabled for your account, including Settings. Click on the Add Agent button on the Top Right Hand Side. A window will pop up where you can enter the Agent's details like name, role and email address. Click on the Add Agent Button to confirm. You will see an Agent Added Successfully message. This agent will be enlisted on your Agents management page now. How to modify or delete an agent? Step 1. Open the list of your agents from Settings → Agents. Locate the agent you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it. Step 2. If you are editing the agent's info, you will see a modal with prefilled information. You can edit the Agent's name and their role. Click on Edit Agent to save the changes. Click on Cancel if you want to discard the changes.

Adding inboxes

An Inbox is an instance of a channel which connects your website or social media accounts like Facebook, Twitter or chat platforms like WhatsApp, Line, and more to AlooChat. You can have unlimited* inboxes in your AlooChat account. You can add an inbox to your account in any of the three ways described below. I. Through your Welcome/onboarding screen​ You’ll see the option to connect your inboxes on the onboarding screen. Click on Click here to create an inbox, as shown in the screenshot below. II. Through your Settings screen​ On your AlooChat dashboard, click on Settings → Inboxes. III. Through your home screen​ You can find the + New inbox link on your home screen below the list of your inboxes. Start adding inboxes​ Once you reach the inbox screen, click on the button: “Add Inbox”, which you will find at the top right hand corner of the page. Start selecting channels. You can see the list of supported channels on this screen. Eg: Website, Facebook, Twitter, WhatsApp, SMS, Email, API, Telegram, Line, etc. Next steps​ Find the detailed steps to configure each channel below. - Website channel - Facebook messenger channel - Twitter channel - WhatsApp channel - SMS channel - Email channel - Connect a channel using API - Telegram channel - Line channel

Adding teams

Teams let you organize your agents into groups based on their responsibilities. A user can be part of multiple teams. You can assign conversations to a team when you are working collaboratively. To start adding teams, follow the steps described below. Step 1. Go to Settings → Teams → Create new team. Step 2. You will see the screen shown below. Give your team a name and description as per your needs. The fields are described here: 1. Team Name Assign a name for the team. For e.g., Sales, Support, Engineering. 2. Team Description Give a short description about the team. For e.g., Team to resolve queries related to sales of Hopkins products. 3. Auto assign check box Tick this box if you would like to auto assign the conversations to this team. If this is not ticked, the conversation will remain as unassigned. Click "Create Team". Step 3. Add agents to this team. Whenever a conversation is assigned to this team, all the added agents will be notified. Select the Checkboxes for Agents needed for this team. Click on ‘Add Agents’. Only these agents will be able to see these teams on their screen. Step 4. Click on 'Finish' on the next screen. You will be able to see the team added to your list of teams. How to modify or delete a team? Step 1. Open the list of your teams from Settings → Teams. Locate the team you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it. Step 2. If you are editing the team's info, you will be taken through the same steps while adding a team. Edit information as needed. Click on the update button. If you want to discard the changes, click the "Back" button from the top-left of screen.