Advanced Features

Dive into Akece’s sophisticated capabilities designed to take your support to the next level.

By Stênio Aníbal

• 13 articles

How to Use Conversation Filters

In Akece, you can filter your conversations using different criteria to simplify your view and improve the organization of your support operation. You can also combine multiple filters using AND and OR operators to refine your search even further. Available Filters You can filter conversations based on the following fields: - Conversation status (e.g., Open, Resolved, Pending) - Assigned agent - Inbox - Team - Conversation identifier - Tags - Campaigns - Creation date - Last activity - Browser language - Country - Referrer URL (source page) - Custom attributes (configured in your account) How to Apply Filters to Conversations Step 1 – Access the Filters Click on the filter icon at the top of the conversation list in your Akece dashboard. Step 2 – Set Your Criteria A filtering window will open. For each filter, you can choose: - The filter type (e.g., status, agent, tag, etc.) - The operator (e.g., is, is not, exists, does not exist) - The value (e.g., Resolved, Support Team, etc.) You can add as many filters as needed and combine them using AND or OR to build complex filtering rules. Practical Example To find all resolved conversations assigned to agent Carla, configure the filters like this: - Filter: Status Operator: Is Value: Resolved - Filter: Assigned Agent Operator: Is Value: Carla Click Apply filters. The conversation list will update to match the selected criteria. How to Clear Filters To return to the default view: - Click the Clear filters button. - The full conversation list will be displayed without any filtering. Using filters helps your team work more efficiently — whether it's to find specific conversations, monitor agent performance, or spot recurring patterns in customer service. Need help using advanced filters? Contact us: 📩 [email protected] | 📱 @akece.ai Next tip: learn how to use Quick Replies to speed up your responses.

Last updated on Apr 16, 2025

How Conversation Sorting Works

In Akece, you can organize your conversation list using sorting criteria to help prioritize interactions strategically. There are four available options: Last activity, Creation date, Priority, and Wait time for response. Each one serves a specific purpose to optimize your support workflow. Last Activity Sorting by last activity displays the most recently updated conversations at the top. - Conversations with new messages or updates appear first - Inactive conversations are listed further down Use this option to track ongoing discussions and maintain real-time responsiveness. Creation Date Sorting by creation date organizes conversations based on when they were started. - Most recently created conversations appear at the top - Older conversations are listed at the bottom This view is ideal for identifying requests that have been waiting the longest since they began. Priority Sorting by priority highlights the most critical support cases. Conversations are displayed in the following order: 1. Urgent 2. High 3. Medium 4. Low 5. No priority (at the end) This method is recommended when your team needs to act quickly on sensitive or time-critical issues. Wait Time for Response The wait time for response option sorts conversations based on how long they’ve been waiting for an agent reply: - Conversations that have been waiting the longest appear first - Shorter wait times come next - Conversations that don’t require a response are listed last This sorting method helps ensure no customer is left waiting for too long. If you need help organizing your conversation list or using filters more effectively, feel free to reach out: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

How to Use the Pre-Chat Form

The pre-chat form is a feature available for the live chat channel on your website. It allows you to collect visitor information before a conversation starts, helping personalize the support experience and qualify leads from the very beginning. How to enable the pre-chat form Step 1 – Go to the inbox settings Navigate to Settings → Inboxes. Find your Website inbox. Click the configure link for the Website channel to access its settings. Step 2 – Set up the form Go to the Pre-Chat Form tab. You’ll see a list of available fields, organized into two categories: - Default fields: Full name, Email, and Phone number - Custom fields: Created based on your custom attributes Each field has the following configuration options: - Key: Unique field identifier - Type: Data type (e.g., text, number, list, date, link, boolean, etc.) - Required: Marks the field as mandatory or optional - Label: The text label shown to the visitor - Placeholder: Example text displayed inside the input field What you can customize - Enable or disable each field - Reorder fields - Edit labels and placeholders - Define which fields are required To add new fields, first create the corresponding custom attributes. Once created, they will automatically appear in the pre-chat form settings. How the form looks to visitors Once enabled, the form is displayed every time someone initiates a conversation through the live chat. Visitors must complete the form before accessing the message input field. The pre-chat form is a powerful tool for qualifying leads, reducing unnecessary back-and-forth in early conversations, and integrating seamlessly with automation rules — making your customer service flow more efficient. Need help setting it up? We're here for you: 📩 [email protected] | 📱 @akece.ai Next tip: Learn how to use custom attributes to further enrich your data collection in the chat!

Last updated on Apr 16, 2025

How to use campaigns

The campaigns feature in Akece allows you to send proactive messages to your customers. There are two types of campaigns available: I. Ongoing campaigns (website) You can create campaigns that trigger automatic messages on your website chat based on specific conditions — like how long a visitor stays on a page. This increases the chances of conversion and encourages visitors to start a conversation. II. One-off campaigns (SMS) This type allows you to send a single SMS to a segmented list of contacts. It's ideal for promotions, announcements, or information campaigns. How to create an ongoing campaign Step 1. Go to the left-hand menu and click Campaigns → select the Ongoing tab → click Create ongoing campaign. Step 2. Fill in the following fields: - Title: internal name of the campaign. - Message: the message to be shown to visitors. - Inbox: select a Website-type inbox. - Sent by: choose if the message is sent by a bot or an agent. - URL: the page where the campaign should appear. You can use wildcard URLs to include subpages or subdomains. - Time on page (seconds): how many seconds to wait before showing the message. - Enable campaign: toggle whether the campaign is active. Step 3. Visit the specified URL, wait for the configured time, and watch your campaign in action. How to create a one-off campaign (SMS) Step 1. Go to Campaigns → select the One-off tab → click Create one-off campaign. Step 2. Fill in the following fields: - Title: internal name of the campaign. - Message: content of the SMS to be sent. - Inbox: select an SMS-type inbox. - Audience: select a group of contacts (by label) to receive the campaign. - Scheduled time: set the day and time to send the message. Click Create to finish. The campaign will appear in the "One-off" tab. How to edit or delete a campaign Go to Campaigns → select the campaign type → find the campaign in the list and use the ✏️ edit or 🗑️ delete icons. Need help setting up your campaigns? Contact us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Create Interactive Messages

Akece allows you to send interactive messages through the website chat widget — such as option lists, forms, image cards, and recommended articles. These messages can be created using the New Message API. These formats help improve customer engagement, streamline data collection, and offer more dynamic support experiences. Payload Examples Below are examples of payloads you can use to send different types of interactive messages via the API. 1. Option List Allows the customer to select one of the available options. { "content": "Please choose one of the options below", "content_type": "input_select", "content_attributes": { "items": [ { "title": "Option 1", "value": "option_1" }, { "title": "Option 2", "value": "option_2" } ] }, "private": false } 2. Form Collect custom information like email, free text, selection fields, and more. { "content": "form", "content_type": "form", "content_attributes": { "items": [ { "name": "email", "placeholder": "Enter your email", "type": "email", "label": "Email", "default": "[email protected]" }, { "name": "message", "placeholder": "Write your message", "type": "text_area", "label": "Message", "default": "" }, { "name": "name", "placeholder": "Enter your name", "type": "text", "label": "Name", "default": "" }, { "name": "product", "label": "Product of interest", "type": "select", "options": [ { "label": "🌯 Burrito", "value": "burrito" }, { "label": "🍝 Pasta", "value": "pasta" } ] } ] }, "private": false } 3. Cards Displays an image with a title, description, and action buttons. { "content": "card message", "content_type": "cards", "content_attributes": { "items": [ { "media_url": "https://image-link.jpg", "title": "Nike Sneakers 2.0", "description": "Perfect for running and comfort.", "actions": [ { "type": "link", "text": "View more", "uri": "https://www.example.com" }, { "type": "postback", "text": "Add to cart", "payload": "ITEM_SELECTED" } ] } ] }, "private": false } 4. Recommended Articles Displays a list of knowledge base articles with titles, descriptions, and links. { "content": "articles", "content_type": "article", "content_attributes": { "items": [ { "title": "API Integration Guide", "description": "Learn how to get started with our API.", "link": "https://www.example.com/api-guide" }, { "title": "Technical Documentation", "description": "Read our development and integration guidelines.", "link": "https://www.example.com/docs" } ] }, "private": false } If you need help creating interactive messages in your account, reach out to us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Automation Rules

Akece’s automation feature helps streamline your team’s workflow by eliminating repetitive manual tasks. With automation rules, you can automatically assign conversations, apply labels, send emails, and much more — all based on predefined conditions. This means your team can focus more on what truly matters: delivering great customer service. How does automation work? An automation rule consists of three main components: - Event: the trigger that starts the automation - Conditions: criteria that must be met - Actions: tasks that will be executed when the conditions are satisfied Available Events Events are triggers that activate a rule. The available events include: - Conversation created: triggered when a new conversation is started - Conversation updated: triggered when a conversation is modified - Message created: triggered when a new message is sent - Conversation reopened: triggered when a conversation marked as resolved, pending, or snoozed is reopened Conditions Conditions determine when the automation should run. They are evaluated in the order you set. Available conditions depend on the selected event. You can use operators like: - is equal to - is not equal to And combine multiple conditions using: - AND - OR Available Actions Actions are the tasks performed automatically when conditions are met. You can choose from: - Assign to an agent - Assign to a team - Add label - Send email to team - Email conversation transcript - Mute conversation - Snooze conversation - Mark as resolved - Send event via webhook - Cancel - Send attachment - Send message How to create an automation rule 1. Go to Settings → Automation Rules 2. Click Add automation rule 3. Fill in the following fields: - Name: give your rule a clear and descriptive title - Description (optional): briefly explain what the rule does - Event: select from the list of available triggers - Conditions: define when the rule should apply - Actions: set what should happen once the conditions are true You can add multiple conditions and actions to create powerful workflows. Example Let’s say you want to automatically assign all conversations in French to the France Sales team. Here's how to set it up: - Event: Conversation created - Conditions: - Conversation status is equal to Open - Browser language is equal to French (fr) - Action: - Assign team: France Sales Managing automation rules From the automation rules list, you can: - Pause: toggle the “Active” switch - Edit: click the pencil icon - Duplicate: click the copy icon - Delete: click the red trash icon If you need help creating or optimizing automation rules in your account, contact our support team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Set Up a WebSocket Connection

Akece supports WebSocket connections to enable real-time communication between client and server. This type of connection is ideal for instantly receiving messages, status updates, and other live events on the dashboard. Why use WebSocket? - Enables real-time communication with the Akece dashboard - Improves agent productivity - Eliminates the need to refresh the page to see new messages Connection URL To connect via WebSocket, use the following URL: arduino Authentication You will need a PubSub token to authenticate the connection. There are two types: - User token (agent or admin): grants access to all events - Contact token: limited to events for the active customer session Example: Establishing a connection javascript Presence Updates To keep the user or contact status as "online", send a presence update every 30 seconds. For agent/admin javascript For contact javascript Supported Events Akece sends real-time event payloads that reflect the current state of the platform. Here are some common events: - conversation.created: New conversation started - conversation.read: Message read by the contact - message.created: New message sent - message.updated: Message edited - conversation.status_changed: Conversation status changed - conversation.typing_on: User is typing - conversation.typing_off: Typing stopped - assignee.changed: Assigned agent changed - team.changed: Team changed - contact.created: New contact created - contact.updated: Contact details updated - presence.update: Online status changed - notification.created: Notification received Each event includes a payload with detailed data about the related object (conversation, message, contact, user, or notification). If you need help setting up your WebSocket connection with Akece, contact our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Template Variables

Template variables allow you to personalize your messages by dynamically inserting customer-specific information. By using placeholders in your text, you can automatically tailor the content with data such as the contact’s name, order number, and more. For example, if you send the message: Hello {{ contact.name }}, how can I help you? The platform will automatically replace the variable with the contact’s name. So, if the contact’s name is João, the message will be: Hello João, how can I help you? You can use template variables in messages, canned responses, macros, and automation rules. How to insert and use variables To insert a variable, type double curly braces {{ when composing a message or configuring a canned response. A menu will appear showing available variables. Simply select the one you want to use. Available variables Here are the variables you can use: - conversation.id – Conversation ID - contact.id – Contact ID - contact.name – Full name of the contact - contact.first_name – First name of the contact - contact.last_name – Last name of the contact - contact.phone_number – Contact’s phone number - agent.name – Full name of the agent - agent.first_name – First name of the agent - agent.last_name – Last name of the agent - agent.phone_number – Agent’s phone number What happens if I use an invalid variable? If you use a variable that’s not supported, Akece will display a warning indicating the variable is invalid and it will not be applied to the message. How to add fallback text If a valid variable cannot be filled with data, you can define fallback text to be used as an alternative. Example: {{ contact.first_name || 'customer' }} If the contact’s first name is available, it will be shown. Otherwise, the word “customer” will be used. ⚠️ Important: Fallback text must be enclosed in single quotes ('). If you need help setting up or using template variables, reach out to us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Macros

Macros allow you to automate a sequence of actions during customer support, saving time and improving your team’s efficiency. With just one click, you can perform multiple tasks such as: - Adding labels - Assigning agents or teams - Sending email transcripts - Sending automated messages - Changing the conversation status - Snoozing a conversation This feature is ideal for repetitive workflows like demo requests, spam messages, or recurring customer inquiries. How to create a macro 1. Go to Settings → Macros and click on Add new macro. 2. On the configuration screen, set the macro name (for internal use) and click Add action to define the desired steps. Available actions: - Add label - Assign team - Assign agent - Send email transcript - Change conversation status (pending, resolved, etc.) - Snooze the conversation - Send automated message You can add as many actions as needed — they will run in the order they are listed. 1. Set macro visibility: - Public: available to the whole team - Private: visible only to you 1. Click Save macro in the bottom-right corner to finish. How to apply a macro While handling a conversation: 1. Open the conversation and click on the Macros menu on the right-hand panel. 2. Click the info icon (i) to preview the macro's actions (optional). 3. Click the play icon to apply the macro — all defined actions will be executed automatically. You’ll see confirmation messages for each action performed successfully. How to edit or delete a macro - Go to Settings → Macros - Find the macro you want to manage - Use the edit icon (✏️) to update it, or the trash icon (🗑️) to delete it If you need help setting up or using macros, feel free to reach out: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Audit Logs

Audit Logs are a feature available on Akece's Enterprise plans. They allow you to track all activity performed in your account — helping you answer key questions related to control and security: - Who performed the action? - What was done? - When did it happen? - Where did the action originate? This feature is essential for internal audits, information security, and operational compliance. Where to find Audit Logs Go to your Akece dashboard and navigate to: Settings → Audit Logs You will see a list of activities with three main columns: - Performed activity - Date and time of the event - Source IP address Use the scroll to navigate through the list, or press Ctrl + F (or Cmd + F on Mac) to find a specific entry. Tracked actions Below are the main types of activities recorded in the audit logs: User activities - Availability status change (online, offline, away) - Login and logout - Changing another agent’s status - Inviting a new user (as agent or administrator) - Changing a user’s role (agent or admin) Account activities - Updating general account settings Automation rules - Creating, editing, or deleting an automation rule Macros - Creating, editing, or deleting a macro Inboxes - Creating, editing, or deleting an inbox - Adding or removing users from an inbox Webhooks - Creating, editing, or deleting a webhook Teams - Creating, editing, or deleting a team - Adding or removing users from a team If you need help understanding or setting up your audit logs, get in touch with our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Wildcard URLs in Live Chat Campaigns

Live chat campaigns in Akece support the use of wildcard URLs, giving you greater flexibility to define where a campaign should be displayed across your website. Below are the rules and examples to help you configure URL patterns properly for chat widget campaigns. General rules for defining URLs - Every URL must start with http:// or https://. - The campaign behavior will vary depending on how the URL pattern is defined. Run campaign on an exact URL If you want the campaign to display on one specific page only, define the exact URL without a trailing slash. Example: https://dash.akece.com/app This configuration will not be triggered if the URL has a trailing slash, query parameters (?) or fragments (#). Examples: ✅ Works for: https://dash.akece.com/app ❌ Won’t work for: - https://dash.akece.com/app/ - https://dash.akece.com/app?param=1 Ignore URL parameters and fragments To trigger a campaign regardless of parameters or URL fragments, add a slash at the end of the URL. Example: https://dash.akece.com/app/ This setup will work for: - https://dash.akece.com/app/ - https://dash.akece.com/app - https://dash.akece.com/app/?test=1 - https://dash.akece.com/app/#section1 Run campaign on subdirectories To display the campaign on a path and all of its subpages, use the * wildcard. Example: https://dash.akece.com/* This will activate the campaign on: - https://dash.akece.com/ - https://dash.akece.com/app - https://dash.akece.com/app/support - https://dash.akece.com/blog/articles/how-to-use-akece Run campaign on subdomains To enable campaigns on the main domain and all subdomains, use the {*.}? wildcard. Example: https://{*.}?akece.com/ This pattern will cover: - https://akece.com - https://app.akece.com - https://www.akece.com If you need help setting up campaigns on your site, reach out to our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How the Service Level Agreement (SLA) Works

The Service Level Agreement (SLA) is a formal commitment between your business and your customers that defines the support standards your team should meet. In Akece, you can configure SLAs to track key performance indicators and ensure fast, consistent, and efficient support. Available SLA metrics You can configure and monitor the following indicators: FRT (First Response Time) Time between the creation of the conversation and the first response from an agent. This metric reflects the speed of the initial contact with the customer. NRT (Next Response Time) Time between a new message from the customer and the next agent reply. This helps assess continuity and responsiveness during the conversation. RT (Resolution Time) Total time required to resolve the conversation, from start to finish. This metric reflects the overall efficiency of your support process. How to create an SLA Only administrators can create or delete SLAs. To create a new SLA: 1. Go to Settings → SLAs 2. Click on Create SLA 3. Enter a name for the SLA and select at least one metric (FRT, NRT, or RT) 4. Define the time limits you want to track 5. Click Save to finalize ⚠️ Note: Once created, an SLA cannot be edited. How to apply an SLA automatically You can use automation rules to apply SLAs based on specific conversation events or conditions. Example rule: Apply the "Enterprise P0" SLA when a conversation is started from a specific email domain and the priority is set to Urgent. Once the conversation meets the conditions, the SLA will be applied automatically. After an SLA is applied, it cannot be removed from the conversation. SLA indicators in the inbox Conversations with an active SLA are marked in the inbox with a visual indicator. If a conversation is approaching its SLA deadline, it will be highlighted — helping your team take timely action. If you need help setting up SLAs in your account, feel free to reach out: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

Agent Capacity

The Agent Capacity feature allows administrators to define the maximum number of conversations each agent can handle simultaneously. This prevents overload, improves response quality, and optimizes the automatic distribution of conversations — especially in large support teams. This feature complements auto-assignment and is available for Enterprise plan accounts. Why use Agent Capacity? While auto-assignment works well for small teams, larger operations may face uneven workload distribution. Some agents can end up managing too many conversations, leading to: - Delays in response time - Lower support quality - Increased agent burnout With Agent Capacity, each team member only receives the number of conversations they can handle efficiently. What can be configured? Conversation limit per agent Set the maximum number of active conversations an agent can receive at once. Configuration per channel (inbox) Each inbox can have different limits depending on its nature. For example: - Live chat inboxes: Recommended limit of 2 to 3 active conversations - Email inboxes: Agents can typically handle 10 to 20 threads per day This flexibility ensures smarter workload distribution across different types of support channels. How does it work? 1. Go to Settings → Inboxes 2. Select the inbox you want to configure 3. Set the maximum number of simultaneous conversations per agent From that point on, the auto-assignment (round-robin) will respect the defined limits. When all agents have reached their capacity, new conversations will remain unassigned until manually allocated. If you need help setting up Agent Capacity or adjusting your auto-assignment strategy, feel free to reach out: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025