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Akece 101

Discover how to harness the power of Akece to boost your customer support and connect with your audience like never before.
StĂȘnio AnĂ­bal
By StĂȘnio AnĂ­bal
‱ 7 articles

Akece Glossary

Hello! Welcome to the Akece Glossary! This guide brings together the key terms you need to know to explore and master Akece, your omnichannel customer service platform. Whether you're just getting started or looking to go deeper, you'll find everything here in a simple and clear format. Let’s get started? A Access Token A key used to authenticate API integrations with Akece. Active Article (Help Center) Content created to help customers with information about products or processes. It can be shared during conversations. Admin A user with full access to all features of the account. Can manage settings, agents, teams, integrations, and more. Agent A team member responsible for replying to conversations. Has limited permissions compared to an admin. App Panel Integrations External tools that display data from other systems directly within the Akece dashboard. Applications Third-party tools integrated with Akece, such as chatbots, CRMs, or analytics platforms. Article Draft An article that is still being written and has not been published. Archived Articles Unpublished articles that remain as drafts. Assignment Automation Rules set to automatically assign conversations, apply labels, or snooze messages. Attributes (Custom) Custom information you create to tag contacts and conversations beyond standard fields (e.g., subscription plan, city). Auto Message Signature Automatic message added at the end of emails sent by agents. B Bots Automations for specific parts of the conversation, such as greetings or data collection. Business Hours Availability hours defined for your team in each channel. C Campaigns Proactive messages sent to contacts or website visitors. They can be ongoing or one-time. Categories (Help Center) Structures that organize articles by topics, displayed in the Help Center. Channel / Inbox Support channel connected to Akece, such as website chat, WhatsApp, Messenger, or email. Chat Widget Live chat tool integrated into your website for real-time support. Contact Someone who has already interacted with your team or has been manually added. Conversation An exchange of messages between your team and the customer. Conversation Status: Open A conversation that is still in progress. Conversation Status: Snoozed A conversation that has been postponed for later follow-up. Conversation Status: Unassigned Conversations not yet assigned to an agent or team. Conversation Status: Unattended Conversations that have been assigned but not yet answered. Custom Fields See "Attributes (Custom)". D Dashboard Main area of the platform where you manage conversations, contacts, and reports. Draft Message Unsent message that is automatically saved while being written. E Email Forwarding Configuration to redirect emails received from an external account (e.g., Gmail) to Akece. Email (IMAP) Enables reading messages from an external email server. Email (SMTP) Allows sending emails from Akece using a connected email account. Event Notifications Alerts triggered by specific actions or updates, sent via email, push, or inside the app. F FAQs (Help Center) Frequently asked questions suggested or created to improve help center coverage. Filters / Conversation Folders Saved filters to organize and quickly access specific conversations. First Response Time (FRT) Average time between the customer’s first message and the first reply from your team. H Help Center Portal that holds your knowledge base articles to support customers. A single Akece account can have multiple portals. I Inbound Message Messages sent by customers into the platform. Import Contacts Bulk import of contacts using a CSV file. Integrations Third-party tools connected to Akece to extend platform functionality. L Labels Tags applied to conversations or contacts to categorize them (e.g., bug, new customer). M Macros A set of predefined actions that can be executed with one click (e.g., assign agent + apply label). Markdown Markup language used to format messages and articles. Mention (@) Used to notify team members via private notes in conversations. Metrics Indicators used to evaluate service performance (e.g., Satisfaction Score, Response Time). N Notes Internal annotations that can be added to a conversation for reference, not visible to the customer. Notifications Visual, audio, push, or email alerts about new messages or events. O Offline Agent Status Indicates the agent is unavailable. Can be changed from their profile. Online Agent Status Indicates the agent is available to receive new assignments. Omnichannel Support Unified support through multiple channels managed from a single dashboard. P Pending Conversations Conversations that have been handed back from an agent to the assistant or are awaiting action. Personal Settings Area where each agent configures their preferences (e.g., status, signature, language). Portal (Help Center) A specific instance of your Help Center. One account may have multiple portals. Private Note Internal note in a conversation visible only to your team. Push Notification Alert received even when Akece is not open. R Reports Section that shows service performance data, including metrics by agent, team, or channel. Resolution Time Average time it takes to fully resolve a conversation. Resolved Conversation A conversation that has been successfully concluded. Response Count Number of resolved conversations over a specific time period. Response Draft Unsent reply saved automatically while being written. Saved Replies Pre-written messages saved for reuse during conversations. S Segments (Contacts) Groups of contacts created based on saved filters. SLA (Service Level Agreement) Agreements that define response/resolution times expected from your team. Snooze Temporarily silences a conversation and sets a time for reactivation. Status (Agent) Indicates availability: Online, Busy, or Offline. Subdomain The address used to access your Help Center portal (e.g., help.yoursite.com). T Tags See “Labels”. Team A group of agents assigned to specific responsibilities (e.g., Support, Sales). Teams can be used in automation rules. Typing Indicator Shows when someone is actively typing in a conversation. U User Profile The personal account page of an agent, where they can set preferences and status. W Wait Time (Customer) Time a customer waits for a response after sending a message. Web Widget SDK Libraries to integrate live chat into Android or iOS apps. Need help configuring your account or widget language? Contact us: đŸ“© [email protected] | đŸ“± @akece.ai

Last updated on Apr 16, 2025

Lesson 1: Your First Conversation on Akece

With Akece, you can manage multiple conversations from various channels in one unified dashboard. This is the starting point for building fast, organized, and efficient support. What Are Channels? A channel is the method your customer uses to reach your team. In Akece, you can connect the following channels: - Email (support or business addresses) - Live chat on your website or app - Direct messages from Messenger and Instagram - Messaging apps like WhatsApp, Telegram, and Line - SMS - Chatbots - Other custom systems via API Each connected channel creates a dedicated inbox where messages are received and managed. How Are Conversations Received? Whenever a customer sends a message through a connected channel, it becomes a new conversation in Akece. Conversations appear in chronological order, with the most recent ones at the top. This helps your team stay updated and respond quickly — right from the dashboard. How to Start Your First Conversation You can test this now by creating your first conversation using the website chat: 1. Go to Settings → Inboxes → Add inbox 2. Click the “configure” link under the Website option 3. Enter your business information and complete the setup 4. Visit your website, open the chat widget, and send a message 5. Return to the dashboard to see the conversation appear in real time Prefer to connect another channel first? Check out the guides available for each one. How to Reply to a Conversation Open the conversation you want and respond using the available text field. The message will be sent through the same channel the customer used — whether it’s email, WhatsApp, website chat, or another. You can also use: - Private notes to communicate internally with your team - Labels to categorize conversations - Macros to automate repetitive actions - Assignments to define who is handling the case These tools make customer service more efficient and collaborative. Now that you understand how conversations work in Akece and have created your first inbox, you're ready to start communicating with your customers in a unified way. In the next lesson, we’ll walk through the Akece dashboard so you can master all the available features. If you haven’t created your account yet, click here to get started for free. Need help? Reach out to us: đŸ“© [email protected] | đŸ“± @akece.ai

Last updated on Apr 16, 2025

Lesson 2: Getting to Know the Akece Dashboard

The Akece dashboard is your command center. It’s where you track conversations, access reports, configure channels, and manage your entire customer service operation. In this lesson, we’ll walk through each part of the dashboard so you can master its structure and tools. Key Elements of the Dashboard Akece Icon Click the logo in the top-left corner to return to the main dashboard at any time. Main Sidebar Menu This menu gives you access to the core areas of the platform: - Conversations: your central support inbox - Contacts: list of customers who have interacted with your team or were manually added - Reports: detailed performance metrics - Campaigns: proactive messages for customers and website visitors - Help Center: manage your knowledge base - Settings: customize your account, channels, and features Secondary Sidebar Menu This menu includes shortcuts for personal actions: - Documentation: access Akece’s help materials - Notifications: alerts about conversations and recent activities - Profile: where you can adjust your personal preferences Current Organization At the top of the dashboard, you’ll see the name of the organization you’re viewing. If you manage more than one account with the same email, you can switch between them here. Navigating Inboxes and Features In the main panel, you’ll find all active conversations. This view is segmented by: - Conversations: "Mine", "Unassigned", and "All" - Teams: view by assigned support team - Inboxes: grouped by channel (WhatsApp, Email, Chat, etc.) - Labels: filter by manually created tags (e.g., "sales", "complaint") You can search using keywords or apply advanced filters. Each conversation displays a summary with: - Customer name - Origin channel - Last message - Assigned agent - Linked labels Conversation Area When you open a conversation, you’ll see the full message history and tools to act quickly and effectively: Reply Box Type your message, attach files, format text, or insert emojis. You can also record voice messages. Switch to the Private Note tab to leave internal comments for your team. Conversation Actions At the top of the conversation view, you can: - Mute notifications - Email a transcript - Mark the conversation as resolved - Set it as pending - Snooze the conversation for later follow-up Contact Details On the right-hand side, you can: - View customer info - Edit, merge, or delete the contact - Access a full view with notes and custom attributes Assignments and Organization From within the conversation, you can: - Assign the conversation to an agent or team - Add labels - Apply macros (one-click predefined actions) - View conversation info such as channel and ID - Check the customer’s custom attributes - See previous conversations with the same customer Now that you're familiar with the Akece dashboard, you can navigate the platform with more confidence and speed. Need help? Reach out to us: đŸ“© [email protected] | đŸ“± @akece.ai

Last updated on Apr 16, 2025

Lesson 3A: Mastering Akece’s Core Features

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 - Agents: Can view and reply to conversations, access inboxes, use saved replies, and view reports. - 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 1. Open a conversation in the dashboard. 2. In the conversation sidebar, click Assign Agent. 3. 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 1. Open a conversation. 2. In the sidebar, click Assign Team. 3. 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: - If the browser language is Spanish, assign the conversation to the Spanish support team. - 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: - Create a new contact manually by clicking New Contact - 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 - In conversations: Open a conversation and select Add Label in the sidebar. - In contacts: Open a contact and assign labels in the appropriate section. - 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: đŸ“© [email protected] | đŸ“± @akece.ai

Last updated on Apr 16, 2025

Lesson 3B: Mastering Akece’s Core Features

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: 1. Type / in the reply box to view your saved replies. 2. Type the shortcode or choose from the list. 3. 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 1. Go to Reports in the sidebar. 2. Choose a report type. 3. Select the desired time range. 4. Filter by agent, team, inbox, or label. 5. 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: đŸ“© [email protected] | đŸ“± @akece.ai

Last updated on Apr 16, 2025

Lesson 4: Complete Your Support Center

Congratulations on making it this far! 🎉 Now that you’ve learned how to efficiently manage conversations using Akece, it’s time to expand your support center by connecting additional communication channels. How to Choose the Right Channels for Your Business You’ll have several options to interact with customers — and many businesses choose to be present on all of them. This multichannel approach, managed through Akece, is what we call omnichannel support. However, over time, you’ll likely notice that your customers tend to favor just 2 or 3 specific channels. When that happens, the best strategy is to focus on those preferred channels and optimize them for a smoother experience. This is known as the optichannel approach. How to Add New Channels in Akece Adding a new channel to your account is quick and simple: 1. Go to the Settings menu in Akece’s sidebar. 2. Click on Inboxes. 3. Select Add Inbox. You’ll see a list of available channels. Just choose the one you want and follow the configuration steps. For more detailed instructions, refer to the setup guide for each specific channel. Available Channels - Live chat on your website - Messenger - Instagram - WhatsApp - Email - Telegram - Other platforms via API What’s Next? Keep exploring Akece and optimizing your preferred communication channels. And if you want to stay up to date or need assistance, we’re here for you: - Follow us on social media: @akece.ai - Send your questions, suggestions, or feedback to: [email protected] Ready for the next step? Your complete support center begins here. 💬✹

Last updated on Apr 16, 2025