Conversation attributes in Web2Chat provide structured data that helps your team manage, categorize, and analyze customer conversations. Selecting the right attributes ensures streamlined workflows, better prioritization, and valuable insights for reporting and decision-making. This guide will help you identify and implement the best attributes for your business needs.
What Are Conversation Attributes?
Conversation attributes are predefined fields that store important information about customer interactions. These attributes can include default fields (like language or brand) or custom attributes tailored to your specific needs.
Choosing the Right Conversation Attributes
Using the right combination of attributes ensures that your team has all the necessary context to handle conversations efficiently.
1. Attributes for Context
Start by defining the key pieces of information your team needs to understand a conversation at a glance. This context ensures faster response times and more personalized support.
Examples of Context Attributes:
- Urgency: Determine the priority of the conversation (e.g., High, Medium, Low).
- Conversation Type: Categorize conversations as "Bug Report," "How-to Question," or "Feature Request."
- Language: Identify the language of the conversation to assign agents accordingly.
- Product or Service: Specify the product or service the query relates to.
đź’ˇ Why These Are Useful: These attributes provide immediate context to agents, enabling them to prioritize and respond effectively. For example, urgent issues can be escalated quickly, and language-specific queries can be routed to the right team.
Note: You can also use conversation tags or lead tags for context as an alternative to attributes. Learn more about keeping track of conversations with tags here.
2. Attributes for Reporting
Consider attributes that help you track team performance, customer trends, and overall support effectiveness. These attributes are invaluable for analyzing and improving your processes.
Examples of Reporting Attributes:
- Response Time: Track how quickly agents respond to conversations.
- Resolution Time: Measure the time taken to close conversations.
- Customer Sentiment: Record whether the interaction was Positive, Neutral, or Negative.
- Feedback Status: Note if a customer provided feedback on the interaction.
đź’ˇ Why These Are Useful: Reporting attributes provide insights into the quality and efficiency of your support. For example, tracking sentiment trends helps identify areas where your team can improve.
3. Attributes for Workflow Automation
Attributes can also be used to automate repetitive tasks, ensuring smoother workflows and reducing manual errors.
Examples of Automation Attributes:
- Assigned Team: Automatically route conversations to the appropriate team based on the attribute value.
- Time Sensitive: A true/false attribute to trigger workflows for time-critical tasks.
- Customer Tier: Prioritize conversations from VIP customers or premium users.
đź’ˇWhy These Are Useful: Automation attributes save time by handling routine tasks, like routing or escalating conversations. This allows your team to focus on more complex issues.
4. Attributes for Collaboration
Collaboration attributes help teams share information and coordinate efforts effectively.
Examples of Collaboration Attributes:
- Follow-Up Required: Mark conversations that need further action from another agent or team.
- Escalation Status: Indicate if the issue has been escalated and its current stage.
- Assigned Agent: Record which agent is responsible for the conversation.
💡Why These Are Useful: These attributes improve team coordination and ensure no customer query is overlooked. For instance, marking conversations as “Follow-Up Required” ensures timely action from relevant stakeholders.
Best Practices for Choosing Attributes
- Start Small: Focus on the most critical attributes and expand as needed.
- Involve Your Team: Collaborate with your support team to identify attributes that are most useful in daily workflows.
- Regularly Review Attributes: Periodically update your attributes to reflect changes in your business needs.
- Use Automation: Leverage attributes in workflows to reduce manual tasks and improve efficiency.
- Keep It Simple: Avoid overcomplicating with too many attributes, as this can lead to confusion and inefficiency.
Choosing the right conversation attributes in Web2Chat helps you organize conversations, optimize workflows, and gain valuable insights. By focusing on context, reporting, automation, and collaboration, you can tailor your attributes to meet your business’s unique needs.
If you need further assistance, contact our Customer Support.