Now that you’ve set up your first inbox and are familiar with the Akece dashboard, it’s time to explore the key features that will make your support operation more efficient. In this lesson, you’ll learn how to use essential tools like Agents, Teams, Contacts, and Labels.
These tools are fundamental for organizing workflows and improving communication with your customers.
Agents
In Akece, an agent is anyone on your team who replies to customer conversations. This can include support, engineering, marketing, or any team involved in customer communication.
Difference Between Agent and Administrator
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Agents: Can view and reply to conversations, access inboxes, use saved replies, and view reports.
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Administrators: Have full access to all platform features and settings.
How to Add an Agent
Administrators can add agents by going to:
Settings → Agents → Add Agent
Enter the agent’s name, email, and assign permissions. The new agent will receive an invitation by email.
How to Assign an Agent to a Conversation
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Open a conversation in the dashboard.
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In the conversation sidebar, click Assign Agent.
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Choose an agent from the list or use the Assign to me option.
Private Notes Between Agents
Use the Private Note tab to communicate with your team internally—without the customer seeing the message. You can use @mentions, formatted text, emojis, and attachments.
Agent Reports
Go to:
Reports → Agent Overview
You’ll find metrics such as message volume, first response time, and resolution time. Reports can be filtered by date and exported.
Teams
Teams help group agents based on function—like Technical Support, Customer Success, or Finance—making it easier to organize and assign conversations efficiently.
How to Create a Team
Administrators can create teams by going to:
Settings → Teams → Add Team
Define the team’s name and description, then add the relevant agents.
Assign Conversations to Teams
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Open a conversation.
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In the sidebar, click Assign Team.
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Select the appropriate team from the list.
Automate Team Assignment
You can create automation rules to assign conversations based on language, channel, or message content:
Settings → Automation → New Rule
Example automations:
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If the browser language is Spanish, assign the conversation to the Spanish support team.
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If the message contains the word “bug”, assign it to the engineering team.
Team Reports
Go to:
Reports → Team Overview
Select the team and date range to view metrics such as response time and message volume.
Contacts
The Contacts section includes all customers who have interacted with your team or were manually added.
How to Add Contacts
You can:
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Create a new contact manually by clicking New Contact
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Import a list via CSV by clicking Import
Filters and Segments
Use filters to view contacts based on attributes like country, channel, or labels. After applying filters, you can save them as a Segment for easy access later.
Labeling Contacts
Open a contact and add labels to categorize them. This helps with segmentation and future analysis.
Labels
Labels help organize conversations and contacts by type, priority, or topic. They’re useful for performance tracking and streamlining workflows.
How to Create Labels
Administrators can create labels by going to:
Settings → Labels → Add Label
Give your label a name, color, and description.
How to Use Labels
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In conversations: Open a conversation and select Add Label in the sidebar.
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In contacts: Open a contact and assign labels in the appropriate section.
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To filter: Use labels to search for specific conversations or contacts.
Label Reports
Go to:
Reports → Label Overview
Select a label to view related metrics, like average response time and volume of labeled conversations.
If you’ve made it this far—congrats! You now understand the core features of Akece. With these tools, you can build a clear and collaborative customer service process.
Next up: continue to Lesson 3B to explore other features that can boost your operation even further.
Need help? Reach out to us:
📩 [email protected] | 📱 @akece.ai