Mobile Commons: Agent View

Mobile Commons Agent View is a customer service tool that allows you to swiftly answer incoming messages 1-on -1. Your Mobile Strategist must enable Agent View for you, please email them and request this feature if you would like to use it.

Agent View allows you to respond to replies you receive, either in real-time or at your convenience. Agent View allows for a group of enabled administrators to take or pass tickets for reply. Any message that is not in-flow with a broadcast or message schedule will show up in the Agent View queue. 

Your organization or company can have as many agents as you would like logged on at once; once an agent has taken a message to respond to other agents will no longer see that on their queue.

Please note, all non-matching incoming messages will go into Agent View-that means if you are not saving responses or someone replies with an invalid response - anything the platform is not expecting-this will all go into Agent View. Tell-a-Friend prompts that result in the referring subscriber replying with their own phone number are considered invalid and will end up in Agent View.

You’ll see responses that need a reply in the top-right corner of your dashboard:

You can immediately navigate to the Agent View Dashboard or to the messaging queue, All Unanswered. Depending upon your set up and the messages received, you may also see other types, like "Question", "Crisis" and "Flagged". 

• "Questions" are responses that appear to be questions (usually including a "?")
• "Crisis" messages are messages Mobile Commons automatically flags based on set criteria.
• "Flagged" messages are messages that are flagged while an agent is reviewing or responding to a message. These are per message. 

Unanswered View Allows you to Respond to the Next Profile in the queue. 

Or you can simply respond to the next profile originating from a specific campaign.

When you’re ready to start responding, click “Respond to the Next Profile”. Type your response, and then click "Send Response" (blue button). 

You can also choose "Remove from my Queue", "No Response Needed", or "Opt-Out with No Response" or "Chat". 

Remove from my Queue will mark that message as unanswered and allow for another agent to handle it. The agent returning that message will not see that message again for 24 hours. 

No Response Needed removes the message from the Agent View queue without processing a response. This message will still show in the main Mobile Commons inbox as well as in Agent View reporting.

Opt-Out with No Response will opt-out the subscriber who sent the message without any reply.

Chat will allow you to start chatting with the user. Please see our Chat article for more information on this feature.

If you find yourself sending the same response over and over, you can use our Canned Response feature to save standard message responses. Create pre-written responses that you can select from a drop-drown menu when replying to incoming messages and it will auto-fill the text for you. Go to Text Messaging>Agent View>Canned Responses

Go to Text Messaging>Agent View>View All to see all tickets in one view. You will see tickets opened and waiting for a response ("opened"), ones that received a response ("answered").

You can also use this view to filter for specific words or phrases, as well as time periods.

You can view "All", "Unanswered" (open in the queue), "Processed" (those messages which have already been responded to) as well as messages with specific statuses. You can view messages with statuses of "Answered", "Opted-Out", "No Answer Needed" or "Opened"; these statuses are assigned based on agent actions. 

As an administrator you can control what comes into Agent View and what your agents see when they are logged in. 

You can also choose which custom fields you want to show up for Agents in the profiles they see. Go to Text Messaging>Agent View>Settings and type in the Custom Fields to Display to Agents and then click Update. This will allow you to expose as many profile fields as is helpful for agents answering messages.

Un-actionable replies include: 'it's ok', 'awesome thanks', 'bye', 'cool', 'good bye', 'goodbye', 'goodnight', 'great', 'great thanks', 'its ok', 'k thanks', 'k', 'kk thanks', 'lol ok', 'lol okay', 'oh ok', 'oh okay', 'ok bye', 'ok cool', 'ok good', 'ok thanks', 'ok', 'okay awesome', 'okay cool', 'okay thank u', 'okay thank you', 'okay thanks', 'okay', 'okayy', 'thank u', 'thank you so much', 'thank you','thanks', 'thx,', 'um ok'.