This article will show you, step by step, how to turn on the Time Tracker for your support agents.

Enable Time Tracker

Go to FluentSupport’s Global Settings and scroll down to the Global Settings section. Look for the Agent Time Tracking option, check the box to enable Agent Time Tracking, and click the Save Settings button.

Go to the specific ticket where you want to use the Time Tracking. You’ll see the Time Tracking option like the below screenshot. Click the Log button to see the time-tracking options.

Set Estimation: Use this option to set the estimated time needed to resolve the ticket. Click the Set Estimation button and enter the hours and minutes for the ticket.

You’ll also find fields to log your work hours and minutes. You can add a description for this time log by typing it in the provided field.

When you’re done, click the Log Time button to save the time to your log.

The Time Tracker also shows Time Progress, giving you a clear view based on the logged time.

Time Tracker Report 

You can view a detailed report for Agent Time Tracking. To access it, go to Reports in the navigation bar and click on Timesheet.

Here, you’ll find the Time Tracking report, which you can filter by tickets, agents, or customers. You can also use the date filter to view reports for specific time periods.

From the Mailbox dropdown, you can select a specific mailbox to view the report for that mailbox only.

Export: To export your Timesheet Report, click the Export button in the top-right corner. The report will be downloaded as a CSV file.

If you have any questions or need further assistance, feel free to reach out to us.

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In this article, we’ll guide you through the simple steps to save your advanced filtered search.

Save Search Feature 

First, go to Fluent Support and click on Tickets in the navbar to view all your tickets. Next, enable the Advanced Filter option by toggling it on.

Create your advanced search using the available conditions and options. To learn more about the Advanced Filter options, check out this article.

Once you’re done, click the Save Search button to save the filter for future use.

A pop-up will arrive to give a name for this filtered search and then click on the Save button. 

To view your saved filter searches in the Tickets section, click the Funnel Icon Button next to the Advanced Filter.

A pop-up will appear on the left side of your screen, showing all your saved searches. Here just click on any Saved search to filter your results.

To modify a saved search, click the pencil icon next to it, and to delete a saved search, click the delete icon next to its name. If you want to close the pop-up, simply click the Close button.

This is how you can save your advanced filter search. If you have any further questions, feel free to contact our support team.

The post Advanced Filter Save Search Feature appeared first on Fluent Support.

This Keyboard Shortcut only works on Tickets Section and inside a Ticket.

Access the Keyboard Shortcut 

To use keyboard shortcuts, open FluentSupport and navigate to the Tickets. From there, simply enter the shortcuts listed below to perform actions quickly. 

The shortcuts below are for MacOS

The shortcuts below are for WindowsOS

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team.

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SureTriggers integration allows you to create automation with Fluent Support. Especially, it helps to connect Fluent Support with the other WordPress Plugins and SaaS that do not have direct Integrations with it. 

This article will guide you through integrating SureTriggers with Fluent Support.

Integrate SureTriggers with Fluent Support

To learn how to integrate Sure Triggers with Fluent Support, follow the steps with the screenshots below —

Before starting the process, ensure you Installed and Activated the SureTriggers Plugin on your WordPress site.

Creating Workflow to Connect Fluent Support

Once you have authorized the account, your SureTriggers Dashboard will appear on your WordPress Site.
Now, go to the Workflows, open the Create Workflow dropdown, and click the Create From Scratch button. 

Provide a Name for your workflow so you can find it easily later, and click the Create button.

From here, you can add the Fluent Support Trigger/Actions to your SureTriggers Automation according to your needs. To add the Trigger, click the Add Trigger button and to add actions click the Plus Icon. 

Adding Fluent Support Trigger

To learn how you can add Fluent Support Trigger in your SureTriggers Workflow, follow the steps below –

Type Fluent Support in the Search Bar or select it from the Dropdown List by clicking the Arrow Icon.

Now, select the desired Event from the Dropdown List by clicking the Dropdown Arrow.
Also, select the Connection (the WordPress Site you want to connect).  

Once you select the desired event and connection, click the Continue button.

Here, select the desired Mailbox of Fluent Support, and click the Continue button.

Once you configure everything, click the Fetch Data button.
Finally, click the Save button and your Fluent Support Trigger will be added to the Workflow.

Adding Fluent Support Action

To add the Fluent Support action, you must first add your desired App/Plugin as a Trigger to the workflow.
Then, click the Plus Icon right below the added Trigger and choose Fluent Support as an Action.

For example, I added WooCommerce as a Trigger and clicked the Plus Icon to add the Fluent Support Action.

Type Fluent Support in the Search Bar or select it from the Dropdown List by clicking the Arrow Icon.

Once you select the action, select the Event and Connection according to your needs from the dropdown list.
After selecting the desired event and connection, click the Continue button.

Here, select the desired Mailbox of Fluent Support and configure all the necessary data to test the action.

Once you configure everything, click the Test Action button to test whether the action is working.
Finally, click the Save button and your Fluent Support Action will be added to the Workflow.

Once you create the workflow, click the Publish button to make it functional.
Otherwise, click the Save Draft button to save it as a draft.

This way you can connect Fluent Support with other plugins through the Workflows of SureTriggers.
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post SureTriggers Integration   appeared first on Fluent Support.

Customer Portal

To learn how you can use the customer portal with the help of its all available options, follow the steps with the screenshots below – 

First, sign up or log in to the customer support portal and the Customer Portal Dashboard will open with all available options.

Remember, for sign-up, use a valid email as a verification code will be sent to the user email for confirmation, ensuring only valid emails can be used for sign-in.

All the options of the Customer Portal Dashboard are explained below:

A. Create Ticket: Using this button, users can create and submit as many support tickets as they want.

B. Logout: Using this button, users can logout from their customer support portal dashboard at any time. Remember, you can get the logout option, in two different ways. These are:

1. Use Gutenberg Block: To get the logout option, you need to add the Customer Support Portal to your WordPress Site (desired page/post) using the Gutenberg Block. To learn how to add a Customer Portal using Gutenberg Block, read this Documentation.
   
2. Use Shortcode: The second way to get the logout option in the Customer Portal Dashboard is to add the following Shortcode to your WordPress Site (desired page/post). To learn more details about adding a Customer Portal using Shortcode, read this Documentation.

[fluent_support_portal show_logout = yes]

C. Status Filter: Using this, users can filter which tickets they want to see in their dashboard based based on the available ticket stauses (e.g., All, Opened, or Closed tickets).

D. Product Filter: Using this dropdown option, users can filter their tickets based on the available Products.

E. Tickets Sorting: With this, users can Sort their tickets in Ascending or Descending order based on Ticket ID, Title, & Created At options.

F. Search Bar: Using this search bar, users can search for any of their desired tickets by putting its title in the box.

G. Conversation: Under this column, all tickets will be listed.

H. Date: Under this column, users can see the opening time of their tickets.

I. Status: Inside this column, users can see the ticket statuses (e.g., New, Active, and Closed) for each ticket.

J: Tickets Display Dropdown: Using the option, users can define per page how many tickets they want to see.

K: Pagination: Using this arrow option, users can scroll to different pages.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Customer Support Portal Dashboard appeared first on Fluent Support.

Integrate OpenAI with Fluent Support

To learn how to integrate OpenAI with Fluent Support, follow the steps with the screenshots below —

Before starting the process, ensure you install and activate the Fluent Support Plugin’s latest versions (both Free and Pro) on your WordPress site. To learn how to install & activate Fluent Support, click here, and for Fluent Support Pro, click here.

Enable OpenAI Integrations

To learn how to enable the OpenAI integration, follow the steps with screenshots below —

First, go to Global Settings from your Fluent Support Dashboard, and click the OpenAI Integration from the left sidebar.

Now provide the API Keys of your OpenAI under the Access Code field, and click the Verify OpenAI button to integrate the OpenAI with Fluent Support.

Get the OpenAI API keys

To learn where you can get the OpenAI API keys, follow the steps with screenshots below —

Click this Get OpenAI API Key link, login to your OpenAI account, and press the Continue button.

Then, go to API keys from Dashboard, click on + Create new secret key, and a popup will appear.

Now, fill in all the fields with the necessary information and click the Create secret key button.

Finally, you will get the OpenAI API key, click the Copy button and you will get the API key. The process will be done.

Now, go back to OpenAI Integration, paste the API key you copied under the Access code, click the Verify OpenAI button and your OpenAI will be integrated.

To learn how you can use this integrated OpenAI inside a specific Ticket of Fluent Support, read this Documentation.

This way you can integrate the OpenAI with Fluent Support!
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post OpenAI Integration With Fluent Support appeared first on Fluent Support.

OpenAI Features In a Ticket of Fluent Support

Within a specific ticket, you will find three key features of OpenAI designed to simplify ticket responses. To learn the detailed instructions for using these features within a specific ticket, refer to the steps with screenshots below – 

Before starting the process, ensure you integrate your OpenAI account with your Fluent Support plugin in your WordPress Site. To learn how you can integrate the OpenAI with Fluent Support, read this Documentation.

First, go to Tickets from the Fleunt Support Dashboard, open your desired ticket, and you will get all your AI features. These are:

1. AI Assistant: Once you open the ticket, you will get this AI at the top right corner of your ticket to summarize the information of your ticket.

2. AI Assistant: Once you click the Reply button from the top left corner of your ticket, you will get this AI to generate efficient responses for your tickets.

3. AI Assistant: Once you select any specific word/s or the full text of your reply, you will get this AI to refine ticket responses and enhance the clarity and precision of your writing.

Once you are done, click on the Add Reply or Reply and Close button, and your reply will be added to your ticket.

A detailed explanation of the Features of OpenAI mentioned above is given below:

AI Assistant A: 

This AI assistant will give you two options for summarizing an entire ticket conversation including their satisfaction status level. These are:

• Ticket Summary
• Customer Sentiment

A brief explanation of the two AI options mentioned above is given below:

• Ticket Summary: Once you click this button, the AI will summarize the entire conversation you have in your ticket like the screenshot below.

• Customer Sentiment: Once you press this button, the AI will summarize the user’s satisfaction level with your responses in a statement with an emoji, as shown in the screenshot below.  

AI Assistant B:

This AI assistant will help you to generate responses to make your responses efficient for your tickets.

A brief explanation of all the AI options mentioned above is given below:

1. Draft: You will get this Draft Dropdown option only when you generate more than one response. But, in this dropdown, only the latest three responses will be available from where you can select the best one you prefer.

2. Expand View: If you don’t want to scroll and see the whole response at a glance, click this button.

3. Copy: Simply click this button and the whole content will be copied.

4. Regenerate: If you don’t like the response that is Generated by the AI, you can regenerate it again by clicking this button.

5. Insert Content: If you press this button, the whole response will be added automatically inside your reply box.

6. Prompt Box: In this field, you can use your own prompts according to your needs for generating responses to your tickets. Then click the Arrow Icon and the response will be generated based on your prompts.

7. Some General Prompts: You can find pre-built prompts here to generate your responses within less time and effort.

AI Assitant C:

This AI assistant will help you modify your existing texts so that you can refine your ticket responses with to enhance clarity and precision.

A brief explanation of all the AI options mentioned above is given below:

1. Draft: You will get this Draft Dropdown option only when you generate more than one response. But, in this dropdown, only the latest three responses will be available from where you can select the best one you prefer.

2. Expand View: If you don’t want to scroll and see the whole response at a glance, click this button.

3. Copy: Simply click this button and the whole content will be copied.

4. Regenerate: If you don’t like the response that is Generated by the AI, you can regenerate it again by clicking this button.

5. Insert Content: If you press this button, the whole response will be added automatically inside your reply box.

6. Prompt Box: In this field, you can use your own prompts according to your needs for generating responses to your tickets. Then click the Arrow Icon and the response will be generated based on your prompts.

7. Some General Prompts: You can find pre-built prompts here to generate your responses within less time and effort.

Check Your All AI Activities

To check your all AI-related activities in one place, follow the steps with screenshots below –

First, go to the Activities section from the Fluent Support Dashboard, click on the AI Activities tab, and you will get all the available options to manage your activities. 

A brief explanation of all the above-mentioned options is given below:

1. You can use the All Support Stuff filter to select the individual agent’s ticket statistics you want to view.

2. You can utilize the Date filter to view ticket statistics for a specific timeline.

3. You will find a Refresh icon in the top right corner, use it to update ticket activity.

4. Through this Setting option, you can set the duration for automatically deleting activity logs. Also, you can Disable Activity Logs if you don’t want to track the activities of your support agents.

5. Here, you will find five major columns for the activity table. These are:

• Agent: Here, you can see which ticket is responded to by whom (support agent).
• Ticket: Under this column, you will get the link to the tickets you responded to with AI.
• Model: Here, you can see which model of OpenAI you are using
• Tokens: Inside this column, you can see your total used tokens for every request.
• Prompt: Here, you can see what prompts you used in your tickets.

6. With this Pagination option, you can set how many ticket activities you want to display per page.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team.

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How to Change the Amazon Lambda Cloud Processing Service

To learn how to change the Amazon Lambda Cloud Processing service and implement your own Lambda function for Fluent Support Email Piping, refer to the Repository below —

https://github.com/WPManageNinja/fluent-support-email-parser

Please use this repository. It’s the simplified version of our own implementation, but the mime parser is the same as our hosted one.

Notes:
– You need a bit of JS and serverless knowledge to deploy this function
– You need an extra domain to connect it with Amazon SES’s incoming endpoint. </aside>

If you want to know more details about Email Piping, you can also read this What is Email Piping and Why?
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Change Amazon Lambda Cloud Processing Service for Email Piping appeared first on Fluent Support.

Web and Email-Based (Mailbox) Settings of Business Inbox

To learn how Web and Email-Based (Mailbox) settings work, follow the steps with the screenshots below —

Go to Business Inboxes from the Fluent Support Dashboard, select the business inbox you kept Web and Email-Based (Mailbox), and click on View Settings.

You will find Inbox Settings, Email Settings, and Email Piping to set your Web and Email-Based (Mailbox).

Inbox Settings

This setting also works exactly in the same process as Web-Based Settings of Business Inbox.
So, to know more about how to use this Inbox setting, check this Documentation.

But, you need to complete the Email Piping settings first to activate your email-based business inbox. To know the process for Email Piping, check this Documentation.

Email Settings

This setting also works exactly in the same process as Web-Based Settings of Business Inbox.
So, to know more about how to use this Email Settings, check this Documentation.

Email Piping

To activate your Email-based Business Inbox, you need to complete the Email Piping first.
So, to know the process for Email Piping, check this Documentation.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Web and Email-Based Settings In Business Inbox appeared first on Fluent Support.

Web-Based Settings of Business Inbox

To learn how web-based settings work, follow the steps with the screenshots below —

Go to Business Inboxes from the Fluent Support Dashboard, select the business inbox you kept Web-based, and click on View Setting.

You will find two types of Settings options (Inbox Settings & Email Settings) to set your Web-Based Inbox.

Inbox Settings

In the Inbox Settings, you can do lots of customization, e.g., changing inbox name, adding admin email address & footer, selecting inbox color, etc. To know the details of Inbox Settings, follow the guidelines with screenshots given below —

Inbox Name
You can change the name of your Business inbox from here.

Support From Email
From here, you will find the email you used to create this business inbox. But, you cannot change this email address.

Admin Email Address
Here, you can add another email address for admin where admin will get email if enabled in email settings, and you can change it anytime.

Email Footer For Customers
You can also set Email footer for your customers where —

• You can add Media, Text and customize their Visual for the footer from here
• By clicking on the Click to see Available Dynamic Codes: you can find the dynamic codes you can use on your footer.

Inbox Color
From the Inbox Color drop-down, you can select any color for your business inboxes

Hide Badge in Tickets
To hide the badge from the ticket, just need to enable the Hide Badge in Tickets button

Always press Save Settings after finishing all the customization in your Inbox Settings to save it, otherwise, changes will not appear in your inbox.

Email Settings

In the Email Settings, you can select to whom and when the email notifications will be delivered. Additionally, you can also customize the content of the email as well. To know the details of Email Settings, follow the guidelines with screenshots given below —

You will see certain options are enabled by default which can be modified at any time, and can add more options for sending and receiving email notifications as well.

First, select any option you want to add, customize or modify. Then, click on the Pencil Icon and a pop-up box will appear where you can enable notifications and customize email settings.

For instance, I selected the Ticket Created (To Customer) option to send email notifications right after a customer submits a support ticket; but, you can choose any option to suit your needs.

To enable this option, click on Enable This Email Notification and press Save Settings to send this email notification to customers.

Click on the Send Attachments (Not Recommended) button to attach files to your email notifications.

Why is this button suggested as (Not Recommended)?
Sometimes when you attach any files to your email, it may face some delivery failure.

To avoid this situation and ensure that any kind of email is delivered without any hassle, we recommend using the FluentSMTP plugin. To learn the basic use of the FluentSMTP plugin, check this Documentation.

You can customize the subject name and body content of your email using the Email Subject field and Email Body box.

Also use the shortcodes from the Available Smartcodes list within the Email body or subject which will dynamically fetch various information like the Customer name, email, ticket ID, etc.

Always press Save Settings after finishing all the customization in your emails to save it, otherwise changes will not appear in your emails.

Set as Default

“Set as Default” is another feature that allows you to set up one of your web-based business inboxes as the default inbox, i.e., automatically receive all emails from your business in one specific inbox by default. To learn how to set a default business inbox, follow the GIF below —

This “Set as Default” feature is available for Web-Based Business Inboxes only.

Delete Business Inboxes

The “Delete” setting option allows you to delete any business inbox and transfer all support tickets easily to another inbox. To know the process of deleting and transferring, follow the GIF below —

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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