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Features Explained

Unpack the core tools of Akece and see how they empower your customer interactions.
StĂŞnio AnĂ­bal
By StĂŞnio AnĂ­bal
• 10 articles

How to Create and Manage Tags

Tags in Akece help organize and prioritize conversations, making it easier to manage your support workflow. By adding a tag to a conversation, you can quickly identify its topic, status, or priority — all in a visual and personalized way. Tags are unique to each account, meaning you can create workflows that match your operation. You can also assign different colors and choose to display tags in the sidebar for easier navigation and filtering. How to Add a New Tag Step 1 – Access the Tag Settings In Akece’s sidebar, click on Settings. Go to the Tags section and click on Add Tag. Step 2 – Fill in Tag Information You’ll see a form with the following fields: - Tag name Choose a clear and concise name. Common examples: cliente_premium delivery-issue bug Note: Only letters, numbers, hyphens (-), and underscores () are allowed._ - Description Briefly explain what the tag represents. Example: Conversations with priority customers. - Tag color Select a color to help visually identify the tag. After choosing, click the square again to confirm. - Display in sidebar Check this box if you want the tag to appear in the sidebar. This helps with quick filtering. Step 3 – Create the Tag Click Create. You’ll see a success message confirming that the tag was created. Repeat this process to create as many tags as needed. đź’ˇ Tags can be used in any conversation, regardless of the agent or team assigned. How to Edit or Delete a Tag Go to Settings → Tags. Find the tag you want to modify. - To edit, click the pencil icon. - To delete, click the red X icon. Editing a Tag When editing, you’ll see a form with the current information. You can update the tag’s name, description, color, and sidebar visibility. Click Save changes to apply updates. Click Cancel to discard. Tags make your support operation more organized and strategic. Use consistent colors, names, and descriptions to help your team work more efficiently. If you have any questions, contact our team: đź“© [email protected] | 📱 @akece.ai Next tip: Use tags together with filters and reports to generate powerful insights from your conversations.

Last updated on Apr 16, 2025

How to Create Response Templates with Quick Replies

Quick Replies allow you to save frequently used messages as reusable templates. They help you respond faster to common customer questions, boosting team productivity and reducing response time. These templates are available to all agents in the account and can be used in any conversation with a simple shortcut command: just type / followed by the reply code. How to Create a Quick Reply Both administrators and agents can create or edit Quick Replies. To add a new one: 1. Go to Settings → Quick Replies 2. Click the Add Quick Reply button in the top-right corner 3. Fill in the required fields in the modal window: - Shortcode: the shortcut used to trigger the reply (minimum of 2 characters, must be unique) - Content: the message text that will be sent to the customer 1. Click Save. A success message will confirm that the quick reply has been added. How to Edit or Delete a Quick Reply 1. Go to Settings → Quick Replies 2. Find the quick reply you want to modify or delete: - Click the ✏️ pencil icon to edit - Click the 🗑️ trash icon to delete If you're editing, make the necessary changes and click Save, or Cancel to discard them. How to Use a Quick Reply in a Conversation During a conversation with a customer: 1. In the reply field, type / 2. A list of all available quick replies will appear 3. If you know the reply code, continue typing to filter it 4. Press Enter to insert the content into the message field 5. Send the message normally If you need help setting up or organizing your Quick Replies, feel free to contact our team: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

Understanding the Contacts Section

The Contacts section in Akece works as a database of all individuals who have interacted with your team — whether through live chat, WhatsApp, email, or any other connected channel. You can also add contacts manually, either one by one or in bulk. To access the Contacts screen, click on Contacts in the left-hand menu of your dashboard. How to Add Contacts You can add contacts in three different ways: 1. Add a contact manually On the Contacts screen, click New Contact in the top-right corner. Fill in the available contact fields. Click Save to add the contact. 2. Import contacts via CSV file On the Contacts screen, click Import in the top-right corner. Upload a CSV file with your contact data. The file can include fields such as name, email, phone number, and more. 3. Automatic capture through interactions - Pre-chat form: if enabled, any visitor who fills it out will be automatically saved as a contact. - Greeting message: if a customer enters an email at the start of a conversation, it will be automatically saved. Using Tags to Group Contacts You can organize your contacts into groups using tags. To view contacts with a specific tag: Go to the Contacts screen and look for the Tagged with filter. Select the desired tag to view related contacts. Sorting Contacts You can reorder your contact list by clicking the sort icon (double arrows) in the column headers. You can sort by: - Name - Email - Phone - Company - City - Country - Last activity Actions Available for Each Contact Click on a contact’s name to open the side panel with all related details and available actions. Start a new message You can start a new conversation by clicking New Message. Available channels include: - Website (for HMAC-identified contacts) - Email - SMS - WhatsApp Add notes You can add manual notes for calls, meetings, or any relevant information about the customer: - Click on the desired contact - Type your note in the provided field - Click Add or use the shortcut Cmd + Enter (or Ctrl + Enter on Windows) Notes support text formatting and can be edited or deleted at any time. How to Filter Contacts Use filters to segment and view contacts based on specific criteria. Step-by-step: 1. Click the Filter button at the top of the Contacts screen 2. Choose a filter condition (e.g., City, Creation Date, Last Activity) 3. Define the rule (equals, not equal to, etc.) 4. Combine multiple filters using AND or OR 5. Click Apply Filters Available filters include: - Name - Email - Phone - Identifier - Country - City - Creation date - Last activity - Custom attributes Saving a Filter as a Contact Segment After applying a filter, you can save it for easy access later: 1. Click Save Filter at the top of the screen 2. Enter a name for the segment 3. Click Save Filter again Your saved segment will then appear in the sidebar of the Contacts section. Editing or Clearing Filters Click the Filter button again. Adjust your criteria or click Clear Filters to return to the full list. Click Apply Filters to update the view. The Contacts section is essential to keeping your customer history and context easily accessible. Organize, filter, and segment to manage your relationships more intelligently. Need help? We’re here for you: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

How to Create and Use Custom Attributes

In Akece, you can track additional information about your contacts and conversations using custom attributes. These attributes allow you to record data beyond the default fields (like name, email, and location), enabling more personalized and efficient customer support. Common Use Cases You can use custom attributes to store information such as: - Subscription plan - Signup date - Most purchased product - Last order link - Account status - Date of last transaction This information helps you better understand your customers and segment your contact base more effectively. How to Create a Custom Attribute 1. Go to Settings → Custom Attributes 2. Click Add Custom Attribute 3. Fill in the fields in the modal that appears: - Applies to: choose whether the attribute will be used for Conversations or Contacts - Display name: the visible name of the attribute - Key: unique identifier (e.g., subscription_plan) - Description: a short explanation of the attribute's purpose - Type: choose from Text, Number, Link, Date, List, or Checkbox 1. Click Create ⚠️ Note: Each key must be unique. You cannot create two attributes with the same key. How to Add Custom Attributes to Conversations 1. Open a conversation in your Akece dashboard 2. In the right-hand sidebar, locate the Conversation Info section 3. Click + Add Attributes 4. Select an existing attribute or click Create new attribute to add one directly 5. Enter the value according to the selected type (e.g., text, checkbox, date, etc.) You can edit, copy, or delete attributes by hovering over them. How to Add Custom Attributes to Contacts You can add custom attributes to contacts in two ways: 1. Through the Dashboard Sidebar - Open the contact’s conversation in the Akece panel - In the right-hand sidebar, locate the Contact Attributes section - Click + Add Attributes and select the desired attribute - Enter the corresponding value 2. Using the SDK on Your Website You can also assign custom attributes via the Akece widget on your website: window.$akece.setCustomAttributes({ subscription_plan: "Premium", signup_date: "2024-03-01" }); To remove an attribute: window.$akece.deleteCustomAttribute("subscription_plan"); âś… Make sure that the value type (text, number, date, etc.) matches the attribute configuration. If you need help configuring your custom attributes, feel free to reach out to our team: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Enable Satisfaction Surveys (CSAT)

Customer Satisfaction Score (CSAT) is a metric that reflects how satisfied your customers are with the service they received or with their overall experience with your company. At the end of a conversation, you can automatically ask customers to rate the interaction using a simple emoji scale and, optionally, leave a comment. This feature is available in Akece and can be enabled for each individual inbox. Once activated, every resolved conversation will automatically trigger a satisfaction survey request. You can track results in real time using the CSAT Report in your Akece dashboard. How to Enable CSAT Surveys 1. Go to Settings → Inboxes 2. Find the inbox where you want to enable CSAT and click the gear icon to open its settings 3. Locate the option Enable Satisfaction Rating 4. From the dropdown, select Enabled 5. Click Update to save the changes From this point on, every resolved conversation in that inbox will prompt the customer with a satisfaction survey. How the Survey Appears to Customers - Website (Live Chat): After the conversation is marked as resolved, the customer will see an emoji rating scale directly inside the widget. - Other Channels (e.g., WhatsApp, Email, or Messenger): The survey will be sent via the same channel, showing the same emoji rating scale with an optional comment field. If you need help setting up or analyzing your Satisfaction Scores, reach out to our team: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Set the Priority of a Conversation

Setting conversation priorities helps your team manage support more efficiently, addressing urgent matters quickly while keeping a streamlined workflow. In Akece, you can assign different priority levels to easily identify conversations that need immediate attention. The available priority levels are: - Low - Medium - High - Urgent You can set the priority of a conversation at any time, based on its importance and urgency. How to Set a Conversation's Priority There are several ways to assign a priority: 1. From the Conversation Sidebar - Open the conversation in your dashboard - Click on the Conversation Info section - Locate the Priority field and select the desired level The selected priority will be visible in the conversation list and recorded as an activity in the conversation’s timeline. 2. From the Context Menu - Right-click on the desired conversation - Select Assign Priority and choose the appropriate level 3. Using the Command Palette - Press Cmd + K (macOS) or Ctrl + K (Windows/Linux) - Type Assign Priority - Select the priority level and press Enter Best Practices for Using Priorities - Use "Urgent" sparingly: Reserve this level for issues that truly require immediate attention. - Create automation rules to assign priorities based on specific conditions. For example: automatically set the priority to Urgent for any email with the word “security” in the subject line. Additional Information Can I create custom priority levels? No. Akece uses a fixed set of priorities to maintain clarity and avoid unnecessary complexity. For specific workflows, consider using tags or custom attributes. Can I assign priorities using automations? Yes. You can configure automation rules to assign or update priorities automatically based on defined criteria. Can I add priorities to macros? Yes. When creating or editing a macro, simply include the action Change Priority in the macro setup. Need help setting up priorities or automations? Get in touch with our team: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Use Message Signatures Across All Channels

The message signature feature allows you to add a personalized closing to your conversations. In Akece, this functionality is available across all channels — not just email — providing a more professional and consistent communication experience with your customers. You can set up a custom signature directly from your profile settings and choose to edit or disable it before sending any message. How to Create Your Personal Signature Each agent can set their own signature by following these steps: 1. Click on your profile icon in the bottom-left corner of the dashboard. 2. Go to Personal Settings. 3. Scroll down to the Message Signature section. 4. Use the text editor to create your signature — you can include formatting, emojis, and even images (when supported). 5. Click Save Message Signature to apply your changes. How to Use the Signature in Conversations When replying to a customer, your signature is automatically added at the end of your message. You can choose how to handle it: 1. Send Normally Just write your message — the signature will appear automatically at the end. 2. Edit the Signature Before Sending If you want to remove or change part of your signature (e.g., hide your phone number), you can do so directly in the message editor before sending. 3. Disable the Signature If you don’t want to include your signature in a particular message, click the signature toggle button in the editor to disable it. Signature Support by Channel The appearance of your signature may vary depending on the channel, due to technical limitations of each integration: - Text and image signatures: Supported on Email, Live Chat (widget), and API channels. - Text-only signatures: Applied on channels like WhatsApp, Messenger, and Instagram, which do not support rich content through their APIs. Need help configuring or using your message signature? Get in touch with us: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

How to Prevent Agent Collision

When two agents reply to the same customer at the same time, it can cause confusion and duplicated effort. To ensure smooth and efficient communication, Akece includes features that help prevent this situation — known as agent collision. What Is Agent Collision? Agent collision occurs when two or more team members attempt to engage with the same customer simultaneously. This may lead to: - Duplicate or conflicting replies - A confusing customer experience - Wasted team effort To prevent this, agents need visibility into who is managing each conversation and whether someone is already responding in real time. How Akece Prevents Collision Akece provides two key features to reduce the risk of collision between agents: 1. Agent Assignment Each conversation can (and should) be assigned to a specific agent. This clearly indicates who is responsible for the conversation at that moment. To assign an agent, use the Assign Agent option in the conversation’s side panel. This practice helps distribute work more evenly and avoids overlapping actions. 2. Typing Indicator When an agent is typing a response, other users viewing the same conversation will see a real-time notification showing that someone is already typing. Even if the conversation hasn't been assigned yet, this indicator helps avoid duplicate replies and encourages better team collaboration. If you need help configuring your team or want tips on best practices for managing conversations, feel free to reach out to us: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025

Manage Team Access with Custom Role Permissions

In Akece, you can manage your team's access by creating custom roles, which define reusable sets of permissions. This makes it easier to assign or update permissions for multiple agents efficiently and in a centralized way. Creating a New Custom Role To create a custom role: 1. Go to Settings → Custom Roles 2. Click on Add Custom Role 3. Fill out the following fields: - Role Name - Description that clearly explains the scope and limits of this role - Specific permissions the role should include 4. Click Save Custom Role to finish. Assigning Roles to Team Members To assign a custom role to an agent: 1. Go to Settings → Agents 2. Click Edit next to the desired team member 3. In the Role field, choose the custom role from the dropdown menu đź“Ś Note: The agent must be linked to at least one inbox before you can assign a custom role. 1. Click Save Changes to confirm. Editing or Deleting Custom Roles To edit a role: - Navigate to Settings → Custom Roles - Click Edit next to the role - Update the name, description, or permissions as needed - Click Save to apply changes To delete a role: - In the same section, click Delete next to the role - Confirm the deletion when prompted Overview of Available Permission Levels Here are the permission levels you can use when building custom roles: - Manage all conversations Full access to all conversations in assigned inboxes. - Manage unassigned and own conversations Access to conversations assigned to the agent or currently unassigned. - Manage participated conversations Access only to conversations the agent has participated in or is assigned to. - Manage contacts Full access to view, edit, and manage contacts. - Manage reports Permission to view and interact with reports. - Manage knowledge base Access to create, edit, and manage Help Center articles. You can combine these permissions to create custom roles that match the specific responsibilities of each team member. Need help setting up roles and permissions? Contact us: đź“© [email protected] | 📱 @akece.ai

Last updated on Apr 18, 2025