First steps
How to start working with Responso?
Navigation in the System
Default View
The default view shown after logging in is the main inbox. This is where all your messages from all integrations will be, including emails, SMS messages, inquiries from Amazon, or Facebook.
Main Menu
On the left side, on the dark bar, there is the main menu that allows you to switch between different sections of the system.
At the top of the bar, you will find:
Inbox - Clicking this will take you to the view of all messages.
Agents - This tab contains information about accounts linked to the company account.
Reports - Here, detailed statistics about agents' work and messages are available.
Reviews - A module for collecting reviews, which you can manage from this location.
Tasks - In this tab, you can manage team projects and tasks using kanban boards.
Contacts - Here you can gather informations about clients that are your requesters.
At the bottom of the menu bar, there are:
Documentation - Clicking this will take you to the Responso knowledge base.
Settings - Responso system settings for your company.
At the very bottom, you will find the agent account settings; the button displays different initials depending on the account.
Top Bar
At the top of the window, you will always find two buttons:
Add channel - Allows you to create a new integration.
Button with person icon - From here, you can access your account settings.
Both buttons are available from every tab.
Recommended Settings
To ensure that working with Responso is as comfortable as possible from the very beginning, we recommend setting up a few initial configurations. This way, you'll quickly learn the basic system features you'll use most frequently in your daily work.
#1 Add Integration
If you've fully completed your first integration during the Responso account setup, congratulations! If there's still something left to do, go to the guide for the platform you want to connect with Responso and follow the instructions. The sooner you add all the integrations you need, the sooner you'll start saving maximum time by managing customer support from one place.
You can find instructions for specific integrations here.
#2 Respond to a Customer Message
After integrating the selected platforms, all messages will start arriving in your shared Responso inbox. From here, you can respond to them—it's much more convenient than logging into each platform individually to reply to a customer!
Managing customer conversations in Responso is convenient and easy—it's best to try it out in practice. However, if you need more information, you'll find it here.
#3 Try Changing the Status
Statuses allow you to signal and track what is happening with a customer’s request in real-time. They can change automatically depending on the employees' activities, but they can also be changed manually.
Here's how it works:
Respond to a customer message, and the status will automatically change to "closed."
Unwanted message? Change its status manually to spam, and it will no longer be visible among all tickets.
You can find more information about how statuses work here.
#4 Create Your Own Filter
Responso allows you to implement your own work style and message organization method. You can create your own filters that will meet precisely defined criteria. This way, you can quickly find the messages you need.
See here how to create and save filters.
#5 Add a Tag to a Message
Tags are a type of label that allows you to easily mark a specific message with important information. Tags are visible to all employees right from the inbox, making it even easier to understand what a particular customer conversation is about.
Check here to learn more about this.
#6 Create a Workflow
Changing statuses, adding tags, as well as a range of other actions, such as sending messages, adding notes, or assigning employees—this can all happen automatically in Responso! Process automation helps save a lot of time. One type of workflow is an autoresponder, which helps reduce the response time to a customer message to a minimum. Add your first workflow now: it can be an autoresponder or another automatic action.
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