Features
Uses of Channel Integration page on Dashboard
Channel Integration Channel Integration page lists all channels available from the Stella App selected. It provides information on which channels are connected with Teams Inbox and allows users to one-click connect channels with Teams Inbox. Channel ...
How to use the Completed assignment page in Dashboard
Completed Assignment Completed Assignment page shows completed live chat sessions. Basic live chat information displayed on ticket card includes: Client Name Handled Agent name Message Platform Number of Agents Involved Status Client Live Chat ...
How to use the Active assignment page in Dashboard
Active Assignment The dashboard provides live chat ticket information to agents. Agents can see new incoming live chats and processing live chat sessions here. Active Assignment page Active Assignment page shows the information of new live chat ...
How to pick tickets from the dashboard
Ticket Picking First login to the dashboard. In the Dashboard, there are pending tickets of clients. When there is an incoming live chat request, Stella Inbox will emit a notification to users. When the notification is received, a new live chat ...
How to use Setup command
Uses of Setup Command The setup command triggers a setup message card for configuring Stella Inbox and open Dashboard. The card returned allows users to- • Stella login: Authenticate Stella Inbox for handling incoming relayed messages • Goto ...
How to set the Role of Agents
Agent Role setup Roles Stella Inbox uses a role-based privilege assignment policy. A few default roles are created. Admins can also create new roles or change the list of privileges possessed by old roles to suit their purposes. Admins may use ...
How to Add Notes to the Client information
Add Notes to the Client information Agents can add notes in the client information card generated as the first message of live chat and inbox threads. The note added is only visible on Teams. This is a message thread command. Trigger Call Stella ...
How to Add Tag to Client
Add Tag to Client Agents can add a tag to the client using this command. The tag will be visible on MS Teams and Stella / Woztell Bot Platform. Stella Inbox provides only command to add tag to client. If tags have to be removed, please use Stella / ...
How to Close active live chat or End Live Chat
Close active live chat or End Live Chat This command closes the active live chat session and marks the live chat as completed. This is a messaging thread command. Command Call Stella Inbox in Teams by mentioning it. Select #End_Livechat command in ...
How to send files in Teams
Send files in teams Agents can send files to clients using command #Upload_File with the file download URL following the command. Images, audios and video files will be recognized automatically and transformed into suitable format to send to clients ...
How to Transfer Live Chat
Transfer Live Chat This command allows agents to transfer active live chat sessions to another live chat channel. This is a messaging thread command. Command Call Stella Inbox in Teams by mentioning it. Select #Transfer command in Teams for the ...
How to switch on Live Chat
Toggle Live Chat This command allows agents to toggle live chat with the client of the inbox thread. You can start the ended live chats of a client again by toggling live chat. Command Call Stella Inbox in Teams by mentioning it. Select ...
How to Add Agents
Agent management Agents The agent's management page allows the admin to set the role of agents, thus controlling the actions they can perform on Stella Inbox. Any newly added agents will be assigned the default role set using this page. New Agents ...
How to setup Template Message in Teams
In this article we will see how to setup Template Messages in Teams Nodes in bot trees built on Stella / Woztell Bot Platform can be used as template messages. This command allows users to access the nodes of trees set to be template trees in ...
How to find Agent Statistics Details
Agent Statistics Go to Dashboard by calling Setup command and click on Agent. Agent statistics page lists live chat statistics of each agents to admins. Information showed includes: Agent Name Average First Response Time Average Live Chat Session ...
How to download Live Chat Conversation Record
Download Live Chat Conversation Record Simply go to "dashboard" by using Setup command on Teams inbox. Live chat conversations record can be downloaded using the button with download icon at upper right corner. 4 formats are available for downloading ...
How to find specific conversation from previous live chat sessions
Search live chat Sessions Users can use the search bar to filter and find live chat sessions they are interested in. Searching criteria implemented can be classified into 3 types, live chat related, channel characteristic and member info. To use the ...
How to use Ticketing Dashboard
Ticketing Dashboard The ticketing dashboard provides live chat ticketing information, agent live chat statistics and Bot Platform channel integration with Stella Inbox. The ticketing dashboard allows login using Stella / Woztell account or Microsoft ...
Ticketing System Details
Ticketing System The ticketing system controls part of the live chat session assignment policy and live chat session handling policy. This affects the privacy level of ticket handling, and also the customer service flows as well. Common Live Chat ...
How to update Default Chat Messages sent to clients upon certain events
Set Default chat messages Default Messages page allows admins to update default chat messages sent to clients upon certain events: • Toggle Live Chat • End Live Chat • Transfer Live Chat • Live Chat Ticket Picked • Live Chat Ticket Assigned Default ...
Supported Message Types of MS Teams Inbox
Supported Message Types Text Message Image Message File Message Carousel Message Button Message WhatsApp Reply Button Message WhatsApp List Message WhatsApp Contacts Message WhatsApp Location Message WhatsApp Template Message Text Message Text ...
How to use Template Message & Pin Message Extension
Template Message Extension Other than using bot commands to send template messages, Stella Inbox provides selecting template messages using message extension in Teams also. Message extension allows users to search template messages created on Stella ...
How to send Template Message
Send Pre-written Template Message Nodes in bot trees built on Stella / Woztell Bot Platform can be used as template messages. This command allows users to access the nodes of trees set to be template trees in configuration, and send them to ...
How to send Messages in Live Chat Threads
Stella Inbox integrates Stella / Woztell Bot Platform with MS Teams. This application allows agents to reply to clients sending in questions from other messaging platforms, such as WhatsApp or Facebook Messenger, integrating customer service into ...