Canned Responses

Canned response is a tool which enables easier communication with end-users. Messages are pre-set which provides quick and effective responses to common questions with a simple click, depending on the topic in question.

Canned responses contain two tabs for settings:

  1. Category
  2. Responses

Category 

In the Category tab, you will be able to create categories that can contain one or multiple responses.

Responses

Once you have created a category, click on the expand icon, where the ‘+ Add new response’ button will appear, alongside other created responses that belong to that category.

Every response features a title and a text input field.

One category can contain multiple responses.

Edit Canned Responses

To edit Category or Response, just click on the edit pen, or if you want to remove response/category, click on the icon.

Introduction to engagements

Once you have created your first channel, you can use “engagements” to engage with your followers. Partners can ask for permission to target the end users who are not following their channel and invite them to follow it through messages, valuable coupon discounts or catchy promos.

Depending on the partnership package your Partners choose during registration, they will have access to all or a certain type of engagements.

In this section, we will describe all engagement types, how to create and manage them.

Help Desk

Help Desk features two sections – Chat and Canned responses.

Chat is an engagement that allows you to live chat with followers (one on one chat). By default, every channels’ chat is disabled. If you want to be able to send and receive messages from your followers, you will have to enable your chat (check the Chat types section to see how).

End-users can access channel chat either through your channel page or through channel chat conversations.

You will be able to send the attachments and engagements through the chat, as well as received attachments from your followers (check the Attachments and Engagements section).

Canned response is a tool which enables easier communication with end-users. Messages are pre-set which provides quick and effective responses to common questions with a simple click, depending on the topic in question.

Chat types

Chat can be two-way only. If you decide to enable chat, your followers will receive the ability to send you messages and communicate with your customer care agents, send you attachments, etc.


Enable live chat

You can enable chat on the Chat tab.

Notice: once you enable chat you might start receiving many messages from your followers, especially if you have recently sent them a notification about free products, discounts or promotions. Finish necessary preparations (e.g. who will be responsible for responding to the end-users) before you open chat to your followers.


Chat statuses

Chats can be:

  • Active (customer care agent name displayed with blue colour stating active status)
  • Unanswered (waiting to be taken by any of the agents)
  • Finished (user received info and conversation has been closed by the shown customer care agent)

Send an Engagement

You can send engagements through your chat tab. Simply click on the  icon where you will be able to see all your engagements available for that specific user.

By default, all types of engagements are shown. By expanding the list you can choose which type you want to send.

Available types are:

  • Message 
  • Promo 
  • Coupon 
  • Sticker Pack
  • Ringtone 
  • Wallpaper 

After you click on the engagement type you desire (e.g. promo), all engagements of that type will be displayed.

After you click on the engagement, the following question will be displayed: “Are you sure you want to send this promo?”

Attachments

Apart from text messages and engagements, chat also support sending Attachments.

As a Tenant, you can send and receive three types of attachments:

  • Images – supported types are: .png, .jpg, .jpeg, .gif 
  • Videos – supported types are: .mov, .m4v, or .mp4
  • Documents – supported types are: .odt, .ppt. .txt, .doc, .pdf  up to 10MB.

To send attachments enter the chat tab, search for the user to whom you wish to send an attachment to, or if you have previously chatted, enter the conversation. Click on the pin icon and choose the desired attachment.

Partner Management

Partnership

Partnership tab consists of two sections – Pending approval and History.

Pending approval

In this section, you can see all partnership requests that are currently pending your approval.

Every partnership request contains:

  • Partner name
  • Selected package and price
  • Date when the partnership has been requested by the partner
  • Phone number
  • Email address
  • Partner status (e.g. if a partner is Active then request comes from existing partner)
  • Website
  • Description of partnership request

Here you can Approve or Reject partnership requests. When you Reject partnership request, you will be asked to fill in a description that will be sent to partners email (use it to describe why you have rejected a partnership request).


History

Inside the history section, you can see the complete history of your partnership approvals and rejections. History section consists out of 3 sections:

  • Partner name
  • Package (price)
  • Approval/Denial date

You can also search packages by partners name through the search bar.

Export complete history to a CSV file to manage it offline.

Add-ons

Add-ons tab consists of two sections – Pending for approval and History.

 Pending for approval

In this section, you can see all existing add-on approvals. You have the option to approve or reject pending approvals.

When rejected, you will be asked to provide a description that will be sent to partners email with information that request has been rejected. Use it to explain the reason for the rejection.


History

Inside the history section, you can see the complete history of your add-on approvals and rejections. History section consists out of 3 sections:

  • Partner name
  • Add-on (price)
  • Approval/Denial date

You can also search add-on by partners’ name through the search bar.

Requests

Inside the requests tab, you can access all partner requests (not including partnership and add-on requests). Requests tab consists out of four sections:

  • Broadcast requests
  • Advertising packages requests
  • Ads requests
  • History


Broadcasts requests

Broadcast requests happen when partners want to send engagements to end-users that might not follow their channel. In order to send engagements to non-followers, you will have to approve their broadcast request in this section.

Broadcast requests list contains all broadcast requests from your partners. Here you can approve or deny their requests.

Here you can also preview their broadcast request (expand request item), see when will broadcast start and what type of engagement is used.


Advertising packages requests

Partners who wish to run ad campaigns inside Octopus and your applications that have advertising enabled, can buy impressions by requesting advertising packages.

In this section, you can find all advertising package requests from your partners and approve/reject them. If rejected, you will be asked to provide partners with a description.


 Ads requests

Partners who have enough impressions to advertise, can set up ad campaigns and launch them. You have the power to choose what ads will be shown to your end-users. For ads to become visible to the end-users, you have to approve them first.

In this section, you can preview all ad campaign requests that have been requested by your partners and approve/reject them. If rejected, you will be asked to provide partners with a description.


  History

History contains a complete history of approvals and rejections from the sections above. History section consists out of 4 sections:

  • Title (of request)
  • Partner
  • Approval/Denial date
  • Type (of request)

My partners

My partners’ section contains the complete list of all your partners in the system.

In addition, here you can check their current package, status, invoice ID for your billing system. Expand partner in the list to check their contact information if you would like to reach them and see their channels.