Engage Digital | Intro to Admin
The admin interface is used to configure settings that manage all digital interaction from a variety of channels associated with social media accounts. Administrators can create accounts and configure role-based permissions for agents and supervisors who manage customer messages. This allows your agents to respond efficiently to messages, comments, and issues posted or sent via Twitter, Facebook, and more.
The configurations for Agent and Analytics include the roles and permissions assigned to users, settings for your social media channels, routing of interactions, the categorization of messages handled on the platform, and the appearance and functionality of the Inbox and Routing mode that make up the agent interface.
To access the admin interface, navigate to Admin via the top header bar. The default view you’ll see under Admin is the Users page. Once you hover over the icons in the left-hand navigation bar, a sliding tray will reveal the names of the menu options available to you.
Let’s take a look at the different components of the admin interface.
Users
Users represent those interacting in the platform, including agents, supervisors and administrators. As an administrator, you must first create an account, add users, and assign permissions to those users. To learn more, visit Intro to roles and permissions.
Admins can manage roles and permissions via Users in the left-hand navigation bar. Here, you can designate user roles, organize users by teams, and ensure each user has the necessary permissions to perform tasks. You can also assign roles for users either with a default set of permissions or by creating a customized set of permissions for a particular role.
Besides role-based permissions, you can also modify channels. Channels refer to the various digital channels that are managed within the platform, like Facebook or Instagram. Once permissions are enabled for a particular channel, it gives the agents and supervisors access to read or reply to customer messages and perform other action items for that digital channel.
In addition to enabling permissions, please note that users will also need a company identity mapped to them to be able to respond to messages from channels. For more information, visit Managing agent identities.
Channels
Now let’s talk about the menu options available for you under Channels, starting with Entry points. Channels are the different digital social media channels that are managed within the platform. A channel is associated with an account on a digital medium such as Twitter, Facebook, email, or webpage chat.
Once you configure a channel, agents can respond to messages on behalf of the company rather than individually. You can access the Channels page by navigating to Channels > Channels via the left nav bar. To learn more, visit Intro to channels.
Besides channels, you can configure your communities under Channels. Communities are databases of identities associated with each channel. Identities allow agents to post messages to various channels in the platform. Before you create a channel, you must create a community for each type of channel being used. To learn more, visit Intro to communities.
Routing
Messages can be routed to agents using categories assigned to messages that are handled on the platform. You can use categories to identify the message channel and subject.
In addition, you can use these categorizations of messages to dispatch messages to the agents most capable of handling the messages. You can configure categories by navigating to Routing > Categories via the left nav bar. To learn more, visit Intro to categories.
Digital
Identity tags enable your agents to identify the customer with whom they are messaging. Admins can manage the identity tags in the platform by navigating to Digital > Identity tags via the left nav bar.
You can also use an identity tag to:
- Manage messages by folder.
- Construct a search query.
- Create a rule that triggers on a message.
The Identity tags page lists the identity tags and the number of customers tagged with each identity. To learn more, visit Using identity tags.
Finally, the system contains an audit log of the administrative or message handling events that occur in the system. You can use the export tool located in Digital > Exports via the left nav bar to export data manually or to schedule automatic exports. All of this data can be valuable to analyze and use within your business, or to retain records or backup your configuration data. To learn more, visit Exporting data.
Agent tools
Under Agent tools, you can configure your reply assistant, reply assistant groups, and email templates. The reply assistant allows agents to more quickly respond to messages or chats using known or previously used replies.
You can access the reply assistant configuration by navigating to Agent tools > Reply assistant via the left nav bar. This section allows you to add or import knowledge base entries, which can either be in raw text format or HTML format, and add attachments. To learn more, visit Intro to the reply assistant.
Settings
Settings is where you can configure a variety of settings including basic account settings, security settings that control user and application-level access to your account, business hours that specify when you are open for business, and notifications for events that occur in the platform. In addition, Settings allows you to enable certain opt-in features which are enabled through extensions.
Finally, you can access audit logs that contain a record of every configuration or message handling event in the system. You can find account settings by navigating to Settings > Account settings via the left nav bar.
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