When you open the Conversation Page , you are automatically positioned to view the message assigned to you. This message has additional elements compared to other messages in this conversation, which allow you to efficiently process this message.

🦊 Tip: To easily find the message you are assigned to when you are back (sometimes quite far) in the Conversation Page, click on the blue arrow at the bottom of the screen, it will bring you back there instantly!

Archive

This button allows you to finish processing the message without having to reply to it . After replying, this is the most used action in Alcmeon. It is particularly useful in several cases, including the following:

• The customer replies "Thank you" after receiving a satisfactory response to their request. You do not wish to respond, so you archive this message.
• You receive a message of a fraudulent, insulting, etc. nature. You do not wish to respond to it, you archive this message, after having possibly moderated it (see below for moderation actions).
• The customer posts a public comment like “♥♥♥” that doesn't require a response. You archive it.

Immediately after archiving a message, Alcmeon returns you to the inbox since you have finished processing that message.

Route to the team…

This button allows you to transfer the processing of the message to another team defined in your Alcmeon environment in the event that your team does not have the skills to respond to it.

By clicking this button, you can choose from the drop-down menu among the list of teams that will be most likely to respond to this customer. If you choose a team that you are not a member of, a message will warn you that you will no longer see this message. By confirming, the transfer becomes effective, the message is unassigned to you, becomes invisible to you, and appears in the inbox of the chosen team. You will then be redirected to the inbox.

🦊 Tip: If you want to respond to the customer before routing them to another team, for example to ask them to hold, this is possible by using the “Send and ask for help…” feature.

This button may be red. This indicates that the message has not yet been routed to any team. Since routing to a team is required to respond to a customer, click it and choose your own team if you wish to respond, or forward it to another team.

Ask for help

This feature allows you to call upon another Alcmeon user with the "Respond to Help Requests" permission, typically a supervisor or expert. This process is transparent to the client, of course, and remains internal to Alcmeon.

To request help, click this button. This will bring up on the right side of the page, above the Customer Profile area, an interface that lists all help requests and their responses for this customer, as well as an editor where you can type your request.

By validating your help request, this temporarily ends your processing of this message. It will move to the "help request in progress" status, you will no longer be assigned to this message, you will no longer be able to process it, an email notification will be sent to supervisors with the "reply to help requests" permission, and it will appear for them as being processed in their inbox.

🦊 Tip: If you want to respond to the customer before making your help request, for example to ask them to wait, this is possible by using the “ Send and request help… ” feature.

When your help request is answered, the message will be automatically reassigned to you if you are still logged in to Alcmeon, and otherwise will return to the “Received” inbox to be processed by another advisor.

📄 NB for administrators: you can configure the priority of these responses to help requests from the “Settings / Order of priority messages” section.

Annotations

This feature allows you to create an internal note to Alcmeon , which is transparent to the client since it always remains internal to Alcmeon.

To create an annotation, click the button. This will bring up on the right side of the page, above the Client Profile area, an interface that lists all annotations for this client as well as an editor where you can type your annotation.

Creating an annotation does not affect the processing of the customer's message. You remain on the Conversation Page and can continue to process this message.

Moderate

This button only appears to Alcmeon users with the "Moderation" permission. Its symbol is the logo of the channel where the conversation is taking place, for example WhatsApp, Facebook, or others.

By clicking on this button, a menu appears where the different moderation actions that are available for this channel are listed.

Moderating has no influence on the processing of the customer's message. You remain on the Conversation Page and can continue to process this message.

Anonymize the message

This button only appears to users who are administrators of your Alcmeon environment. It deletes all message content , including attachments like images, videos, etc., but does not delete the fact that a message was received. This action is irreversible.

Typically, this feature is used in response to a client's request under GDPR, or when content is deemed offensive to advisors.

Anonymizing a message has no impact on the processing of the customer's message. You remain on the Conversation Page and can continue processing this message.

Send the conversation by email

This button only appears if this feature has been enabled in the “Settings / Outgoing Emails” section by an administrator of your Alcmeon environment. It allows you to send the conversation by email to a recipient who does not work in Alcmeon , so that they can read it and possibly provide you by email with the information necessary for its processing.

Sending an email conversation has no impact on the processing of the customer's message. You remain on the Conversation Page and can continue to process this message.

Finish and release

If you do not wish to finalize the processing of this message, you can click on this close cross button.

If the message was previously in "Received" messages, the message will return to that same section of the inbox. You will then be unassigned from that message and will be redirected to the inbox.

If the message was in another status, such as archived or on hold, then you will be offered a menu so you can choose between “Complete and return to Received” (to be processed or reprocessed by an advisor) or “Complete and return to [initial status]” to return it to its initial status. You will then be unassigned from this message and will be redirected to the inbox.

Qualification Tags

Below the message you are processing, there are a series of drop-down menus that allow you to qualify the customer's message . This function is internal to Alcmeon and allows you to create statistics in the "Analytics" section.

The first displays the language of the customer's message, automatically detected by Alcmeon, and manually modifiable if necessary via the drop-down menu.

Then you see a drop-down menu per tag that you have defined for your Alcmeon environment in the Settings / Tags section:

• Each tag is a list from which the advisor can choose a value, and which is generally used to list the reasons for contact used to qualify the messages and then create statistics.
• Tags from the previous message in the conversation are automatically carried over to the next message, allowing you to generally tag only once per conversation, but also allowing you to change certain tags mid-conversation if needed, without erasing tags from previous messages to keep track of them.
• The tags that may appear in red are those that have been set as mandatory : you must select a value in each of them to be authorized to send a response to the client.