Handle a customer interaction
Efficiently handle your customer interactions
When you click on a customer interaction from your Inbox Fullwhere, you access the page for handling this customer interaction.
The information panel
In the right panel, you will find all the main information about the customer interaction:
Assigned users
The source, the rating, the date
The location or brand concerned
Detected keywords
the customer linked to the feedback
your attributes
attachments
transaction-related information (if present)
The information panel also lets you access your customer's information and your interaction history with them. To do this, click on their identity in the right panel.
The main section in the middle lets you efficiently handle your customer interactions. It is structured into 3 tabs:
Reply
The main section in the middle displays your exchange ("thread") with your customer. Messages are displayed from oldest to newest, starting from the top.
A conversation with a customer can be carried out on different channels depending on the need.
To view the analysis (keywords and attributes) on a message in the conversation, click See analysis (the right-hand information panel displaying the analysis of the first message received).
The reply channel
When a customer contacts you on a channel, you can choose to reply to them on the channel of your choice.
When you access an interaction, the loaded channel will primarily be the interaction's default channel based on its source (see the table below).
If no reply draft is available for this source, the customer interaction will be loaded on the secondary channel for which a reply draft is available (respecting the order of priority shown in the table below if several drafts are present).
If no reply draft is present for any channel, the default reply channel will be loaded.
The graph below summarizes this logic visually:
Default channel and available secondary channels for a given interaction source depending on its source:
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
SMS
Email
SMS
When you handle a customer interaction, you can easily switch from one channel to another by using the channel selector located at the top of the response editing section.
In the dropdown menu, channels marked with a red dot • have an unsent draft.
Write a reply draft
Depending on the configuration of your Workflows, a reply draft can be automatically generated or created.
By selecting the Channel you want, you can create a draft or modify the draft already present.
To create a reply draft, select the editing area for your reply and start writing. Your draft is saved automatically and continuously so you never lose your work in progress.
Format your reply
The toolbar at the bottom of the reply editor lets you format your reply before sending it.
Formatting options may vary depending on the selected reply channel.
AI writing features
Fullwhere offers AI writing features that let you generate drafts or enrich your own drafts.
To use Fullwhere AI writing, click the AI button on the right of the toolbar:
If you already have a reply draft, you can ask our AI to:
Draft 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 side of your screen also lets you schedule your reply to be sent later.
Edit an already sent reply
On the so-called "single-response" interaction channels (only 1 response can be sent, for example: Google reviews, TripAdvisor, etc.), it is possible to update a reply that has already been sent.
To do this, from the interaction page simply send a new reply: it will replace the previously sent reply.
For conversation-type interactions, updating a reply is not possible: sending a reply will add it to the replies already existing in the conversation.
Unschedule a reply
If you want to unschedule the sending of a reply:
click the chevron to the right of the button Edit
click Unschedule
Internal notes
The section Internal notes lets you leave comments/notes on a customer interaction and exchange with other users in your Fullwhere workspace.
Activity
The Activity tab centralizes the interaction history. There you will find, in chronological order, all actions carried out on the interaction:
status changes,
assignments,
archiving,
deletion,
changes to attributes or keywords,
actions performed by AI or by your workflows.
Each event specifies what changed, by whom, and when.
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 view My Inbox.
To unassign a user from a customer interaction, follow the steps below and then, in the list of assigned people, click the cross ╳ shown to the right of their name on hover.
Change an interaction's status
Lets you define whether the status of a customer interaction is Pending, Processed, or Ignored.
Change an interaction's mode
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.
We say that an interaction is in AI mode if this setting is true.
We say that an interaction is in Human mode 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.
However, 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 from workflows.
The mode of an interaction can also be changed manually:
Change 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 the mode AI and enable the mode Human.
If an interaction is in AI, you can click on the word "Delegate to AI" to disable the mode Human and enable the mode AI.
The mode of a customer interaction is valid as long as it is not 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 reply can be sent automatically anymore as long as this mode is not changed.
If some of your workflows have actions to generate or create a reply draft with automatic sending, the reply drafts will indeed be created but their automatic sending will be blocked.
Conversely, if a customer interaction is in the mode 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.
Archive an interaction
Archived interactions are no longer visible in your Inbox. To view archived interactions, consult the Archived.
To unarchive an interaction, go to the Archived, click the relevant interaction and in the dropdown menu click "Unarchive interaction".
You can automate the archiving of certain customer interactions via the Workflows.
Note that archived interactions are taken into account in Reports and Analytics. To exclude them, you can mark the interaction as deleted.
Pin an interaction
Pinning an interaction lets you easily find it in the Pinned.
To unpin an interaction, go to the Archived, click the relevant interaction, then in the top action menu deselect the Pinned 📌 button.
Mark as deleted
Interactions marked as deleted are no longer directly visible in your Inbox and are not taken into account in the calculation of statistics in the Analytics section. To view deleted interactions, consult the Trash.
To unarchive an interaction, go to the Trash, click the relevant interaction and in the dropdown menu click "Undo deletion".
For example, this can be useful if a customer review was deleted on an external system to Fullwhere but this deletion was not taken into account in Fullwhere: you can manually mark this review as deleted.
Conversely, if you cannot find a customer interaction in Fullwhere, it may have been deleted by mistake: remember to consult the Trash.
Note that interactions marked as deleted are not taken into account in Reports and Analytics.
Edit detected keywords on an interaction
Our system will do its best to assign your keywords to each incoming interaction. When necessary, you can add or remove keywords / tags directly from the interaction page.
To do this, in the right panel, hover over the tag field: the ⊕ button will open a dropdown menu allowing you to select or deselect items.
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