Inbox
How to assign a conversation
Overview Assigning conversations is crucial for establishing clear ownership and preventing any messages from being overlooked or neglected. Generally, you would assign a conversation to the team member responsible for handling the specific inquiry. ...
Contact Filters
Contacts Filters: This helps to strain out contacts from the view according to conditions set. You can filter out custom fields already set.
Setting up email footer build for email campaigns on Simpu.
Overview The email footer on Simpu is a section that is appended to the bottom of an email, it displays copyright information, the year of the email, the company address, and the unsubscribe button. How it works on Simpu Step 1 On the settings page, ...
How to cancel your subscription
Overview You can cancel your subscription to Simpu at any time through your billing settings. Please note that any payments you have made, whether monthly or annual, are nonrefundable by our Sales Order Agreement. Additionally, no credit will be ...
Customize your sidebar to show inboxes, team inboxes and tags
Overview With Simpu, you can effortlessly personalize your sidebar to maximize efficiency. Tailor the display of inboxes, tags, and team inboxes to meet your unique needs. Prioritize the most relevant items, ensuring quick access and a seamless ...
How to connect a WhatsApp account to your inbox
Overview Simpu supports WhatsApp as one of its channels. You have the option to effortlessly link your current WhatsApp account or request a new WhatsApp business account. If you opt for a new WhatsApp business account, simply complete the provided ...
Twitter disconnection
Simpu no longer supports Twitter integration as it has been disabled from your omnichannel inbox settings. Recent changes to Twitter's API have resulted in the removal of Simpu's access to their platform. Our team is currently exploring the ...
Message Sent
Message Sent Teammate Message sent Purpose Tracking the volume of outgoing communications is a valuable metric for gauging the overall productivity of team members. It provides insights into the amount of work accomplished and helps identify areas ...
Closed conversations
Closed conversations Purpose Track conversations that have been closed. Example use case: See how conversations were attended to by checking the tab closed conversations. Definition Conversation segment that do not require any additional actions to ...
First response time (Avg)
First response time (Avg) Purpose Keep track of how long it takes for customers to get a response from you for the first time. This is a metric that shows how quickly you acknowledge their inquiries. Example use case: Even if it takes a few days to ...
Conversation processing time
Conversation processing time Term Name Conversation processing time Purpose Keeps track of the time between the assignment of a conversation and its conclusion. Example use case: Be able to spot extended processing duration and explore alternative ...
Open conversations
Open conversations Term Name Open Conversations Purpose These conversations remain unassigned and are waiting to be picked up by an available agent. They are yet to be allocated to a particular team member for handling or response. Definition Open ...
Satisfaction score (avg)
Satisfaction score (avg) Term name Satisfaction score (avg) by teammate Purpose Monitor the overall contentment of your customers regarding your product or service. Definition Average (1–5) survey responses throughout the time period. Location & ...
Custom fields
What are Custom fields? Custom fields are metadata categories used to add more details to contacts created. How to add custom fields: Step 1 Click on the custom field link under the organizations' settings page to add custom fields. Step 2 Add name, ...
Overall satisfaction score (%)
Overall satisfaction score (%) Term name Overall satisfaction score (%) Purpose Keep tabs on how satisfied your clients are overall with your goods or services. Definition Percentage of the overall survey response according to the period. Location & ...
Idle conversations
Idle conversation Purpose It represents the number of ongoing conversations where agents have been assigned but have not yet provided a response. This metric helps track the volume of assigned conversations that are awaiting agent engagement or where ...
How to use @mention in comments
Overview When collaborating with your teammates on client emails or any other messages, make use of comments as a means of communication. By mentioning specific teammates using the @ symbol, you can seek assistance in addressing customer inquiries, ...
Setting up your team's workflow: tags, signatures,and canned responses
Overview Tags, signatures, and canned responses play a vital role in enhancing your team's productivity and overall customer experience. A significant advantage of using Simpu is the seamless utilization and regular updates of these shared resources, ...
Sort message by time in your inbox
Overview Simpu provides three different options for organizing the conversations in your inbox. To sort your inbox, utilize the dropdown menu "Sort" at the top of the message list. This menu enables you to arrange your inbox based on various ...
Ongoing conversations
Ongoing conversation Term Name Ongoing conversation Purpose These ongoing conversations are currently in progress and under the direct attention and responsibility of the assigned agent. They represent ongoing interactions where the agent is actively ...
How to cancel your subscription
Overview You can cancel your subscription to Simpu at any time through your billing settings. Please note that any payments you have made, whether monthly or annual, are nonrefundable by our Sales Order Agreement. Additionally, no credit will be ...
How to create a chatbot in Simpu
Overview Simpu's chatbot feature is designed to prevent customers from feeling stranded or left without assistance. It serves as a reliable virtual assistant that can engage with customers, provide instant support, and address their queries even when ...
How to invite people to join Simpu
Overview To facilitate interaction and collaboration within Simpu, team members need to be invited to join the platform. Inviting team members is a straightforward process that involves sending an invitation to the email address associated with the ...
How to turn off notifications
Overview Notifications on Simpu allow you to stay informed about important updates and messages without being overwhelmed by constant interruptions. Notification settings are customizable; you can choose which information you would want to receive ...
How to move a conversation to another inbox
Overview Transferring a conversation proves beneficial when redirecting it to another team. In contrast to the conventional method of forwarding emails, moving a conversation from one inbox to another provides a smooth transition to transfer the ...
How to use the find shortcut in Simpu
Overview In Simpu, finding specific content within your conversations is a breeze. Similar to how you search for information in other documents and web pages, you can conveniently use the Find keyboard shortcut. This functionality enables you to ...
How to create a team workspace and how to add a member(s) to a workspace
Overview A Team is your workspace, which you can share with others. Depending on the structure of your organization, you can create as many teams as you like. You can, for example, build teams based on departments, such as a Sales team, a Support ...
Add and use shared inboxes
Overview A shared inbox is a centralized hub for organizing and managing various conversations, and it provides the flexibility to categorize and sort discussions effectively. A shared inbox can include different channels like email, Whatsapp, or ...
How to view contact details and communication history
Overview Contact Details allows you to discover more information about the people who are part of the conversation, view and change contact nformation, view recent conversations involving this contact, and manage internal notes. Instructions Step 1 ...
Understanding your inbox sections
Overview Your inbox serves as a centralized hub in Simpu, gathering all the vital conversations that require your attention. There are various reasons why a conversation may appear in your inbox. It could be assigned to you, you may be mentioned with ...
Conversation list filters
Overview Simpu's conversation filtering system allows users to organize and categorize conversations based on their date. Users can focus on relevant and recent discussions by setting filters for specific time frames while reducing noise and ...
Conversation list filters
Overview Simpu's conversation filtering system allows users to organize and categorize conversations based on their date. Users can focus on relevant and recent discussions by setting filters for specific time frames while reducing noise and ...
Connecting Gmail account to Simpu inbox
Overview By linking your Gmail account to Simpu, you can seamlessly access and manage your Gmail emails directly within the Simpu platform. A Gmail account is a password-protected email account that you or your team can access. Instructions Step 1 ...
Understanding the conversation summary
Overview The Simpu Conversation Summary feature allows you to quickly review and grasp a conversation's key points and details. This guide will provide a comprehensive understanding of effectively utilizing this feature and making the most of your ...
How to reopen conversation
Overview In Simpu, reopening a closed conversation allows you to resume communication with the customer or participant and ensures the continuity of the conversation. The reopened conversation moves to the unassigned tab. Instructions Step 1 Go to ...
Manage main metrics views
Overview Simpu's Analytics provides admin, team managers, department heads, and other company leaders with valuable insights into your team's performance and the overall impact of Simpu on your organization. It offers a comprehensive view of critical ...
Understanding custom fields
Overview Custom fields provide the option to include additional details in your resources, which can be valuable for your workflows. These fields go beyond the default fields already available in Simpu. Elevate the functionality of your contacts by ...
Manage conversation report view
Overview Simpu Analytics provides admin, team managers, and other company leaders with valuable insights into your team's performance and the overall impact of Simpu on your organization. It offers a comprehensive view of critical metrics and data, ...
How to open conversations in external windows
Overview At times, it can be beneficial to handle multiple conversations simultaneously. Simpu simplifies this process by allowing you to detach entire conversations and open them in separate external windows. This feature enables you to work on ...
How to undo a resolved conversation
Overview Simpu allows you to undo a conversation that has been closed, which helps in the continuity of the conversation. In Simpu, if you have mistakenly closed a conversation or need to reopen a previously resolved conversation, you can easily undo ...
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