Handle a customer interaction

Efficiently process your customer interactions

When you click on a customer interaction from your Inbox Fullwhere, you access the page for handling that customer interaction.

The information panel

On the right panel you will find all the main information of the customer interaction:

• Assigned users

• The source, the rating, the date

• The location or brand concerned

• Detected keywords

• the customer linked to the feedback

• Attachments

The information panel also allows you to access your customer's information and your interaction history with them. To do this, click on their identity on the right panel.

These details may vary from one type of interaction to another.

The conversation with the customer

The main middle section displays your exchange ("thread") with your customer. Messages are shown from oldest to newest starting at the top.

A conversation with a customer can be conducted across different channels depending on the need.

The response channel

When a customer contacts you on one channel, you can choose to reply on the channel of your choice.

When you access an interaction, the channel loaded will by default be the interaction's default channel based on its source (see the table below).

If no reply draft is available on that source, the customer interaction will load on the secondary channel for which a reply draft is available (respecting the priority order shown in the table below if multiple drafts are present).

If no reply draft is present for any channels, the default response channel will be loaded.

The diagram below summarizes this logic visually:

Default channel and available secondary channels for a given interaction source depending on its origin:

Interaction source	Default response channel	Other available channels (priority order)
Google TripAdvisor Deliveroo Ubereats TheFork Booking Zenchef	Interaction source i.e. response via the review provider's API	Email (1) SMS (2)
Instagram Facebook WhatsApp	Interaction source i.e. response via the review provider's API	Email (1) SMS (2)
Sevenrooms Experience Sunday Survey Website	Email	SMS
Email	Email	SMS

When handling a customer interaction, you can easily switch from one channel to another using the channel selector located at the top of the reply editing section.

In the dropdown menu, channels marked with a red dot • have an unsent draft.

Compose a reply draft

Depending on the configuration of your Workflows, a reply draft can be automatically generated or created.

By selecting the Channel desired, you can create a draft or modify the draft already present.

To create a reply draft, select the reply editing area and start typing. Your draft is saved automatically continuously so you never lose your work in progress.

Format your reply

The toolbar located at the bottom of the reply editor lets you format your reply before sending it.

Formatting options may vary depending on the selected response channel.

AI writing features

Fullwhere offers AI writing features that allow you to generate drafts or enrich your own drafts.

To use Fullwhere AI writing, click the AI button located to the right of the toolbar:

If you already have a reply draft, you can ask our AI to:

• Write your reply

• Correct spelling

• Shorten the text

• Rephrase the text

• Change the tone: more formal or more welcoming

• Translate the text

You can also provide custom instructions: these instructions will be used, in addition to your reply draft, to generate a reply draft.

Send your reply

Once your reply draft is finalized, click the "Send reply" button at the bottom right of your screen to send your reply to your customer.

The arrow on the right of your screen also allows you to schedule sending your reply for later.

Assign an interaction to a user

When you assign a user to a customer interaction, they will receive an email notification and the customer interaction will be visible in their My Inbox.

1

Access the customer interaction

From your Inbox, click on the customer interaction you want to assign

2

Access the information panel

At the top of the information panel, located on the right of your screen, is the "Assigned people" section.

3

Assign a user

Next to the title "Assigned people", click the plus button ⊕. In the dropdown menu, you can search for a user and select the user(s) to assign.

To unassign a user from a customer interaction, follow the steps below then, in the list of assigned people, click the cross ╳ that appears to the right of their name on hover.

Change the status of an interaction

The status of an interaction defines whether a customer interaction is Pending or Handled.

1

Access the customer interaction

From your Inbox, click on the customer interaction to modify.

2

Change the interaction status

In the top action bar, click the current status of the interaction to toggle to the opposite status. Click the arrow ⌄ to display the list of possible statuses.

Change the mode of an interaction

The mode of a customer interaction is the setting that determines whether automatic sending of replies is allowed or whether it must always be validated by a human.

An interaction is said to be in AI if this setting is true. An interaction is said to be in Human if this setting is false.

By default, an incoming customer interaction is in AI mode, which means it can be automated. Reply sending will therefore be automated if your workflows allow it.

On the other hand, if a customer interaction is switched to Human, no reply can be sent automatically, even if your workflows allow it. This mode can be changed automatically using the action Switch to manual mode in workflows.

The mode of an interaction can also be changed manually:

1

Access the customer interaction

From your Inbox, click on the customer interaction you want to comment on

2

Change the mode

You can change the mode of a customer interaction in the top action bar.

If an interaction is in AI, you can click "Manual mode" to disable AI mode AI and enable Human.

If an interaction is in AI, you can click the button "Delegate to AI" to disable manual mode Human and enable AI.

The mode of a customer interaction remains valid until it is changed by a user or by a workflow.

This means that if a customer interaction is switched to Human by a workflow or by a user, no replies can be sent automatically until that mode is changed. If some of your workflows have actions to generate or create reply drafts with automatic sending, the reply drafts will indeed be created but their automatic sending will be blocked.

Conversely, if a customer interaction is in AI, replies to all messages will be sent automatically (if your workflows allow it) until the mode is switched to Human by a workflow or by a user.

Comment on a customer interaction

The Internal notes section allows you to leave comments/notes on a customer interaction and to communicate with other users in your Fullwhere workspace.

1

Access the customer interaction

From your Inbox, click on the customer interaction you want to comment on

2

Access the Internal notes section

From the navigation menu (tabs) at the top of your screen, go to the Internal notes section

3

Write an internal note

Archive an interaction

Archived interactions are no longer visible in your Inbox. To view archived interactions, consult the Archived.

1

Access the customer interaction

From your Inbox, click on the customer interaction to archive

2

Access advanced options •••

In the top action bar, click the 3 small dots •••

3

Archive the interaction

In the dropdown menu that opens, click "Archive interaction."

To unarchive an interaction, go to the Archived, click on the relevant interaction and in the dropdown menu click "Unarchive interaction."

You can automate the archiving of certain customer interactions via Workflows.

Pin an interaction

Pinning an interaction allows you to easily find it in the Pinned.

1

Access the customer interaction

From your Inbox, click on the customer interaction you want to pin.

2

Pin the interaction

In the top action bar, click the Pin icon 📌.

To unpin an interaction, go to the Archived, click on the relevant interaction, then in the top action menu deselect the Pinned 📌 button.