The left column of workspace is the list of clients assigned to you. The highlighted client is the current one, with whom you may interact through the chat box in the middle column.
Choose a Client
To choose a client, or change the current client, you may use one of the below methods
- Mouse: Click the line.
- Hot key: Press Ctrl + [number]. The [number] is the order of client in the list.
- Sharp code: Enter #[number] in the chat box and sent it.
For productivity, we recommend you use hot keys or sharp codes to choose a client.
After choosing a client, you can then view his/her chat log and interact with him/her. Before that, let's learn a bit more about the client list.
Client States
The items in your client list are colored by their state.
Normal in green: Clients who have received a quality reply from you or AI. Waiting in blue: Clients who wait for your reply and haven't exceed the acceptable response time. Warning in red: Clients whose wait time exceeds the acceptable response time. You should speed up.
This is how the states switch.
When the client sends a message, it's always routed to AI (chat bot) and she always gives a reply. If the AI is confident in the quality of her reply, she marks the client green in the list. You may look at the conversation between the AI and users but for the most times, if not always, you don't need to check in.
If the AI is not so sure about her reply, she will mark the involved client blue and bring it to the top of the client list for your attention. You should follow up and give a reply as soon as possible. Once you give a reply, the color for the client will change back to green.
If a client waits for a time longer than the acceptable response time specified by your group, it will be marked in red. You should do you best to avoid any client turns into red.
What is the acceptable response time (ART) for your group?
The ART is one of group settings and can be found at the Start page of your group.
Knowing Clients
To help you working with the clients, their sources and identities are included with the list where the information is available.
Client Sources
A source is determined for clients based on what they use for messaging. A corresponding icon is shown in the client list for each source.
| Web page | |
| Mobile app | |
| Unknown |
Note "Web page" includes all of the clients who use a web browser, with either desktop computers or mobile devices.
Client Identity
Client identity may vary depending on how you integrate Acobot with you system. The preferred identity is user name. Where the user name is not available, Acobot falls back to other following data as below.
- User name
- IP address
- Acobot end user ID.