How to use PipeOne - Your quick start guide
As soon as you access your account, you'll find a message from our team with a few common steps teaching you how to add your colleagues (agents, managers and administrators), add contacts, and how to set up your channels and integration.
As an agent, manager or admin, it's really easy to send and receive messages, manage your conversations and enrich customers' profiles.
Let us give you a quick overview of our main screen: CONVERSATIONS.
Every time someone sends a message to your company (whatever the channel), you will see a new conversation in your inbox (left side of the screen).
All conversations are automatically tagged, such as status (new, ongoing, on hold and resolved) and a tag with the last channel used (SMS, WhatsApp, web chat, etc) for quick reference.
Just click on the conversation you want to read and you will see the last message sent / received with the entire timeline between this contact and your company:
You can have quick customer profile access by clicking on the contact's name or phone number.
It will open a tab on your right side of the screen to make it easier for you to access contact's information for a better customers service (you can add further details on it as well):
By clicking on these buttons, you can transfer this conversation to another agent, put the conversation on hold or ongoing and mark it as resolved:
When you click to resolve a conversation (check mark ☑️), it will give you options to add further information about this ticket and register it on this contact timeline.
You can add ticket type (question, incident, problem or task), category (as an admin, you can add your own categories under the "Configurations" menu on your left) and write a key message for future reference:
Before writing and sending your message, select the preferred channel.
By default, we’ll automatically pre-select based on the channel of the last message received from each contact:
Explore our options to personalize your message based on templates, add variables and attachments:
Once you have a timeline full of messages, you can filter the timeline content by selecting what you'd like to see based on your channels:
We provide a contact rating on a scale of zero to five stars to make it easier for you to engage with your most active customers. Just click on the stars to see what that means:
0 = New contact. No message sent/received or invalid phone number.
1 = No engagement. At least one message sent in any channel, but no message received.
2 = Contact validated. At least one message received in any channel.
3 = Low engagement. At least one interaction on the same day with your agents.
4 = Moderate engagement. 90% of all interactions happened within 2 hours.
5 = High engagement. 90% of all interactions happened within 30 minutes.
