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Best Practices

Master Akece with proven tips and tricks to maximize your customer support success.
Stênio Aníbal
By Stênio Aníbal
• 5 articles

How to Use the Command Bar

The command bar is a powerful productivity tool in Akece that allows you to perform actions and navigate through the dashboard using simple keyboard shortcuts. It was designed to speed up your workflow and make your support operations more efficient. How to access the command bar You can open the command bar at any time, from any screen in Akece, using the following keyboard shortcuts: - macOS: ⌘ + K - Windows/Linux: Ctrl + K Once opened, the bar will display context-aware suggestions based on your current location in the dashboard. Example: If you're on the Conversations screen, you’ll see quick actions like Resolve conversation, Snooze, Assign agent, and more. Quick actions with the command bar Navigate between sections Type the name of the section you want to access and press Enter. You’ll be taken directly to the selected screen. Available destinations include: - Dashboard home - Contacts - Reports (general, by agent, by team, by label, by inbox) - General settings - Agent settings - Team settings - Label settings - Canned responses - Connected apps - Account settings - Profile settings - Notifications Perform actions within a conversation If you're viewing a conversation, you can use the command bar to quickly perform actions such as: - Resolve or reopen the conversation - Mute or unmute conversation notifications - Send email transcript - Assign the conversation to an agent - Assign the conversation to a team - Add labels - Snooze (postpone) the conversation Example: Assign an agent to a conversation 1. Open the command bar using your system shortcut. 2. Type Assign agent and press Enter. 3. Select the name of the agent you want to assign — done! The command bar is perfect for users who want to move quickly and efficiently through Akece. The more you use it, the faster your workflows become. Need help exploring what the command bar can do? We’re here for you: 📩 [email protected] | 📱 @akece.ai 💡 Pro tip: Try handling conversations using only the command bar — you’ll be amazed at how much faster it is!

Last updated on Apr 16, 2025

How to Group Contacts into Custom Segments

In Akece, you can organize your contacts into custom groups called segments. This feature allows you to filter contacts based on advanced criteria, save those filters, and quickly access them whenever needed. Your saved segments appear in the secondary sidebar under the Segments section, making it easy to manage specific contact lists. How to create a contact segment Step 1: Go to the Contacts section Click Contacts in the main sidebar, then click the Filter button at the top of the screen. Step 2: Apply filter criteria A filter modal will appear. Choose the field, operator (is, is not, contains, does not contain), and value. You can combine multiple filters to narrow down the results even further. Example: - Field: Email - Operator: Contains - Value: @domain.com Once your filters are set, click Apply filter. Step 3: Save the segment After applying the filter, you'll see a Save filter button at the top of the page. Click it to open the confirmation modal. Give your segment a name and click Save filter. That’s it! The segment will now appear in the sidebar for easy access. How to view a saved segment Saved segments are listed in the left sidebar under the Segments section. Just click a segment name to view the contacts it includes. How to delete a segment To delete a saved segment: - Click the segment name in the sidebar to open it. - At the top of the page, click Delete filter. - Confirm the deletion when prompted. Use cases for contact segments Segments are great for: - Creating contact lists for campaigns - Tracking customers from the same plan or profile - Identifying contacts with shared attributes (such as location, label, or status) If you need help using or organizing segments, feel free to reach out to us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

How to Group Conversations with Filters and Save as Folders

In Akece, you can organize and view conversations more efficiently by using advanced filters. In addition to applying custom filters, you can save them as folders, which are pinned in the sidebar for quick access to conversations that match specific criteria. This feature is ideal for segmenting conversations by status, priority, agent, channel, or any other available attribute. How to create a conversation folder using filters Step 1: Open the filters panel At the top of the conversation list, click the filter icon. Step 2: Set your filters A modal will appear where you can select: - The filter type (e.g., status, label, agent, channel) - The operator (is, is not, is present, is not present) - The corresponding value You can combine multiple filters to tailor the view to your specific needs. Step 3: Apply and save the filter Once the filters are applied, the filtered conversations will be displayed on the screen. Then, click the Save button at the top of the conversation panel. Step 4: Name your folder Give your saved filter a name and confirm. The new folder will appear in the sidebar under the Folders section. You can now access it at any time to quickly view that specific group of conversations. How to delete a saved folder To delete a folder: - Hover over the folder name in the sidebar - Click the red trash icon - Confirm by clicking Yes, delete When to use conversation folders Saved folders help your team stay focused and efficient by allowing you to: - Monitor urgent conversations - Track interactions by team or channel - Create follow-up flows based on label, priority, or status If you have any questions or need help using folders, feel free to reach out to us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

How to Automatically Assign Conversations to Agents (Round-robin)

In Akece, you can enable automatic conversation assignment using a round-robin system. This means that when multiple agents are available in a given inbox, new conversations are assigned evenly among them. This feature helps ensure a fair workload distribution across your team and prevents individual agents from being overloaded. ⚠️ Note: If no agent is available, new conversations will remain unassigned in the inbox. How to enable or disable automatic assignment Step 1 – Access the inbox settings Go to Settings → Inboxes. Find the inbox where you want to enable automatic assignment. Click the configure link next to the selected inbox. Step 2 – Open the Collaborators tab In the inbox settings, click on the Collaborators tab. Locate the option called Conversation Assignment. Step 3 – Enable or disable automatic assignment Check the box Enable automatic assignment to activate round-robin distribution for available agents. Click Update to save your settings. How round-robin works Once activated, Akece will automatically assign each new conversation to the next available agent in turn, ensuring a balanced rotation. This optimizes your support flow and improves the experience for both agents and customers. If you need help configuring automatic assignment or understanding how the distribution logic works, contact our team: 📩 [email protected] | 📱 @akece.ai Next tip: Learn how to create automation rules to make your support even smarter.

Last updated on Apr 16, 2025