Handle a customer interaction
Efficiently handle your customer interactions
When you click on a customer interaction from your Inbox Fullwhere, you will access the page for handling this customer interaction.
The information panel
On the right-hand 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
The detected keywords
the customer linked to the feedback
your attributes
attachments
transaction-related information (if any)
The information panel also gives you access to your customer's information and your interaction history with them. To do this, click on their identity in the panel on the right.
This information may vary from one type of interaction to another.
The conversation with the customer
The main section in the middle displays your exchange ("thread") with your customer. Messages are displayed from oldest to newest, starting at the top.
A conversation with a customer can take place on different channels depending on the need.
The response channel
When a customer contacts you on one channel, you can choose to reply to them on the channel of your choice.
When you open an interaction, the loaded channel will first be the interaction's default channel based on its source (see the table below).
If no response draft is available for this source, the customer interaction will be loaded on the secondary channel for which a response draft is available (respecting the priority order shown in the table below if multiple drafts are present).
If no response draft is available for any channel, the default response channel will be loaded.
The chart 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
Site
SMS
Email
SMS
When you handle a customer interaction, you can easily switch from one channel to another using the channel selector at the top of your response editing section.
In the drop-down menu, channels marked with a red dot • have an unsent draft.
Write a response draft
Depending on how your Workflowsare set up, a response draft may be automatically generated or created.
By selecting the desired Channel you can create a draft or modify the draft already present.
To create a response draft, select your response editing area and start typing. Your draft is saved automatically and continuously so you never lose your work in progress.
Format your response
The toolbar at the bottom of the response editor lets you format your response before sending it.
The formatting options may vary depending on the selected response channel.
AI writing features
Fullwhere offers AI writing features allowing you to generate drafts or enrich your own drafts.
To use Fullwhere AI writing, click the AI button on the right side of the toolbar:
If you already have a response draft, you can ask our AI to:
Draft your response
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 response draft, to generate a response draft.
Send your response
Once your response draft is finalized, click the "Send response" button at the bottom right of your screen to send your response to your customer.
The arrow on the right side of your screen also lets you schedule your response to be sent later.
Edit an already sent response
On so-called "single-response" interaction channels (only 1 response can be sent, for example: Google reviews, TripAdvisor, etc.), it is possible to update a response that has already been sent.
To do this, simply send a new response from the interaction page: it will replace the previously sent response.
For conversation-type interactions, updating a response is not possible: sending a response will add it to the existing responses in the conversation.
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, then in the list of assigned people, click the cross ╳ shown to the right of their name on hover.
Change an interaction's status
Allows you to set whether a customer interaction's status is Pending, Processed, or Ignored.
Change the interaction status
In the top action bar, click on the interaction's current status to switch to the opposite status. Click the arrow ⌄ to display the list of possible statuses.
Processed and Ignored are statuses that let you manually mark an interaction as completed/closed.
The Processed status will be counted as such in your handling statistics. The Ignored status will not be counted in your handling statistics.
Change an interaction's mode
The mode of a customer interaction is the setting that determines whether automatic response sending is allowed or whether it must always be validated by a human.
An interaction is said to be in AI mode if this setting is true.
An interaction is said to be in Human mode if this setting is false.
By default, an incoming customer interaction is in AI mode, which means it can be automated. Response sending will therefore be automated if your workflows allow it.
However, if a customer interaction is switched to Humanmode, no response can be sent automatically, even if your workflows allow it.
This mode can be changed automatically using the action Switch to manual mode of workflows.
The mode of an interaction can also be changed manually:
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 mode by a workflow or by a user, no response can be sent automatically until this mode is changed.
If some of your workflows have actions to generate or create a response draft with automatic sending, the response drafts will be created but their automatic sending will be blocked.
Conversely, if a customer interaction is in AImode, responses 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 exchange with other users in your Fullwhere workspace.
Archive an interaction
Archived interactions are no longer visible in your Inbox. To view archived interactions, go to the Archived.
To unarchive an interaction, go to the Archived, click on the relevant interaction and in the drop-down menu click on "Unarchive interaction".
You can automate the archiving of certain customer interactions via the Workflows.
Pin an interaction
Pinning an interaction lets you easily find it in the Pinned.
To unpin an interaction, go to the Archived, click on 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 when calculating statistics in the Analytics section. To view deleted interactions, go to the Trash.
To unarchive an interaction, go to the Trash, click on the relevant interaction and in the drop-down menu click on "Undo deletion".
This can be useful, for example, if a customer review was deleted on a system external to Fullwhere but that 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 check the Trash.
Edit the 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 panel on the right, hover over the tag field: the ⊕ button will open a drop-down menu allowing you to select or deselect items.
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