Using the Nexsso Dashboard
Learn how to navigate and use the Nexsso dashboard to manage conversations, departments, and more.
Dashboard Overview
Dashboard Layout
The Nexsso dashboard is organized into several key areas:
- Sidebar:Navigate between different sections of the dashboard
- Header:Access account settings, notifications, and quick actions
- Main Content:View and interact with the selected section's content
- Action Bar:Access contextual actions related to the current view
Managing Departments
Departments in Nexsso help you organize conversations by topic, team, or any other categorization that works for your organization.
Managing Conversations
The conversation view is where you'll spend most of your time in Nexsso. Here's how to effectively manage conversations:
1. View Conversations
Access the conversation list from the dashboard. Filter by department, status, or priority.
2. Respond to Messages
Click on a conversation to open it. Type your response and click Send to reply to the customer.
3. Update Status
Change the conversation status as you work through it, from "New" to "In Progress" to "Resolved".
Conversation Actions
For each conversation, you can perform the following actions:
- Assign to a team member
- Change department
- Update status or priority
- Add internal notes (visible only to team members)
- Transfer to another department
- Close/resolve the conversation
Customizing Your Workflow
Nexsso allows you to customize your workflow to match your team's processes. Here are some key customization options:
Custom Statuses
Create custom statuses that match your workflow stages. For example, you might add a "Pending Approval" status if your process requires reviews.
Priority Levels
Customize priority levels to reflect your business needs. You can add or remove priority levels as needed.
Auto-Assignment Rules
Set up rules to automatically assign conversations to team members based on criteria like department, keywords, or customer data.
SLA Settings
Define Service Level Agreement (SLA) parameters to ensure timely responses to customer inquiries.