Article updated: August 10, 2022
Sparkcentral Agent Quick Start Guide
As an agent, you can use Sparkcentral to manage your work flow and manage handle conversations from one location.
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Log in to Sparkcentral
To access your Sparkcentral account, open your Chrome browser and log in.
When you first log in, you can set your availability as Available or Away. When you’re available, you’ll be given the first conversation waiting in the New queue. Not ready to start handling the queue? Change your status to Away (you may have other choices, depending on your organization’s settings).
To change your default availability preference, follow these steps:
- Under Inbox Settings, select Personal Preferences.
- On the General tab, under Default availability, select a status, and then select Save.
The next time you log in, this will be your default status.
Asynchronous work flow
In Sparkcentral, you engage with all your contacts from one streamlined queue that consists of conversations in different states. There’s no need for you and a contact to constantly be engaged in a conversation—instead, conversations happen asynchronously.
Each conversation workflow consists of three states, which correspond with the three queues:
- New - The conversation is either new or has a new reply from the contact and needs follow-up.
- Pending - The conversation is waiting for the contact to follow up.
- Resolved - The conversation has ended and requires no further action.
The New queue is the only queue that needs your consistent attention. Here’s why:
Conversations from all channels you have access to appear in the New queue.
Conversations that were previously in the Pending queue automatically move back to the New queue when a contact gets back to you.
Service-level agreements (SLAs)
A service-level agreement, or SLA, is an agreed-upon measure of the response times of your team. When a conversation isn’t answered by the time specified in your SLA, it’s considered “breached.” The queue displays colored icons to warn you of upcoming breaches. Gray and orange icons show the time left before the SLA is breached, and red icon shows how long a breached conversation is overdue.
The Reply box is where conversations take place.
The active channel identifier highlights the account you’re using to reply.
If you want to assign a conversation to another agent, you can search or scroll for their name. The assigned agent receives a notification that a message has been assigned to them.
Change message status
- Pending – Select Pending when you're waiting for more information from a contact or if you need to do additional work. The conversation moves to the Pending queue.
- Resolved – Select Resolve when the contact’s issue is resolved or their questions are answered. The conversation moves to the Resolved queue.
Set a boomerang
When a conversation requires follow-up later, you can use a boomerang to move it back into the New queue after a chosen period of time. Select the clock icon next to Pending or Resolved.
You can also add a quick note or reminder about why you set the boomerang.
The conversation view is the main area of Sparkcentral where most of your work takes place, and where all conversation history is viewed and recorded. When a message comes in, a conversation is started.
The header at the top of every conversation includes labels for topics, contact groups, the state of the conversation, and the channel name. You can add a topic manually or set automated topics.
Each message within a conversation includes the type of message (private message, Facebook post, Twitter direct message, etc.), a link to the social network for public messages, the message sender, and a timestamp.
Metadata for each message displays a timestamp, the message sender, the type of message (private message, Facebook post, Twitter direct message, etc.), and a link to the social network for public messages.
Contextual action menu
Select an inbound message to reveal the contextual action menu:
- Reply to message
- Quote tweet
- Like public message
- Block a thread – blocks further replies to a tweet or Facebook post from coming in to the platform
- Mask message – deletes contents of message from Sparkcentral and our databases
Audit trails show the actions performed on a conversation, who performed the action, and when the action was performed.
You can show or hide audit trails by using the check box at the top of the conversation view. Select Conversation view, and then select or clear the Audit trails check box.
You can add internal notes to messages in a conversation by selecting Add note. Notes are highlighted and include your name and a timestamp. You can edit or delete them at any time.
Copy a full conversation
To copy an entire conversation to your clipboard to use elsewhere, select Copy in the header of the conversation. A new window shows the text that will be copied to your clipboard. Select Copy to confirm.
All inbound and outbound messages for that conversation are included. Attachments (like files and images) aren’t copied, but a note indicates that an attachment was part of the conversation.
Contact attributes and saved replies
The Contact and Saved replies tabs are located to the right of the conversation view.
The Contact tab contains contact attributes, which are contextual details about a contact, such as email address, first and last name, account ID, etc. The tab is populated by agents or automatically by the system. You can read, enter, and store information on this tab during or after conversations to help you:
- Understand who you’re talking to
- Easily spot VIPs
- Update relevant customer information
Saved replies tab
The Saved replies tab stores pre-written responses that you can send to contacts. You can choose responses from your team’s collections, or add your own personal collection of responses. When you select an item from a collection, it appears in the Reply box, ready for you to send or make edits as needed.
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