This lesson is a continuation of Lesson 3A. Here, you’ll discover additional tools that will help you organize your support operation, streamline responses, and monitor team performance. We’ll cover: Saved Replies, Custom Attributes, Automation, and Reports.
Saved Replies
Over time, you’ll notice that many customer messages are repetitive—greetings, farewells, or answers to common questions. Instead of typing the same thing repeatedly, Akece allows you to save Saved Replies, which can be inserted quickly using keyboard shortcuts.
What Are Saved Replies?
Saved Replies are pre-written message templates that you can quickly insert during conversations. You activate them by typing a / followed by a shortcode.
How to Create Saved Replies
Both admins and agents can create saved replies by going to:
Settings → Saved Replies → Add Saved Reply
Just give it a name, choose a shortcode, and type your message content.
How to Use Saved Replies
During a conversation:
-
Type / in the reply box to view your saved replies.
-
Type the shortcode or choose from the list.
-
Edit the content if needed, and click Send.
Custom Attributes
You can store specific information about your contacts or conversations—such as subscription plan, signup date, or most requested item—using Custom Attributes.
What Are Custom Attributes?
Custom Attributes are custom fields you define to store relevant, business-specific data about a conversation or contact.
How to Create Custom Attributes
Go to:
Settings → Attributes → Add Attribute
Set a display name, choose the type (text, list, checkbox, etc.), and save.
How to Apply Custom Attributes
During a conversation:
-
Open the conversation and go to the Conversation Information section in the sidebar.
-
Click Add Attribute, choose or create a new one.
-
Fill in the appropriate value.
For contacts, follow the same steps in the Contact Details section.
How to Filter by Custom Attributes
You can use these attributes to filter:
-
Conversations: Click Filters in the Conversations section and select your attribute.
-
Contacts: Click Filters in the Contacts section and apply the attribute as a filter.
Automation
Assigning conversations, applying labels, and managing queues are essential tasks—but they can be repetitive. Akece’s Automation feature lets you set up rules to automate these processes.
What Is Automation?
Automation is a set of rules (created by admins) that perform actions automatically based on specific conditions. For example:
-
Assigning a conversation to a team
-
Automatically applying a label
-
Snoozing a conversation
How to Create Automation Rules
Go to:
Settings → Automation → Add Rule
Set a trigger event (e.g., “New conversation created”), define conditions (e.g., “Message contains ‘error’”), and choose the action to be performed.
How It Works in Practice
Rules run automatically when conditions are met. Examples:
-
If the browser language is Spanish → assign the conversation to the Spanish support team
-
If the message contains the word “refund” → apply the “finance” label
Reports
As your support operation grows, it becomes increasingly important to monitor performance. Akece’s Reports section helps you track metrics like response time, customer satisfaction (CSAT), message volume, and the performance of agents and teams.
What Types of Reports Are Available?
-
Overview (real-time view)
-
Conversation Overview
-
Customer Satisfaction (CSAT)
-
Agent Overview
-
Label Overview
-
Inbox Overview
-
Team Overview
How to Access and Use Reports
-
Go to Reports in the sidebar.
-
Choose a report type.
-
Select the desired time range.
-
Filter by agent, team, inbox, or label.
-
Click any metric to view detailed graphs.
You can also export your data for external analysis.
🎉 You’ve completed another important step in mastering Akece! With these features, you’ll save time and deliver smarter, more organized, and more efficient customer support.
Ready to continue? Head to Lesson 4 and wrap up your onboarding journey.
Need help? Reach out to us:
📩 [email protected] | 📱 @akece.ai