SummaryThe solution is meant for the resolution of issues that are impacting masses of conversations/usersIt allows performing a bulk action on behalf of an agent who triggers a bulk action for the group of open conversations There is an option to unassign an agent, if a conversation to be processed has an agent assignedOnce the issue is resolved, all conversations can be notified at the same time, transferred to another skill or closed with a messageBulk actions available:Send message - send message to the group of conversations/usersSend private agent message - send message that will be shown to agents onlyTransfer - transfer conversations to selected skill or to the previous skill with optional messageClose - close conversations with optional message Return to queue (if Status filter is set to Ongoing) - send ongoing conversations back to queue One bulk action can be triggered for a certain skill at a timeSeveral simultaneous bulk actions can be triggered for different skills The limit for one bulk action is 10k conversationsBy default, to access BAT, user must have an active LiveEngage account with the Admin or Agent-Manager roleAccess to BAT can be also configured for certain user profile(s) Bulk action is performed on behalf of agent who triggers a broadcast with MANAGER role permissionsIf due to technical issues, agent user is not available, the bulk action will be performed by the fallback bot set up in the client LP account Demo Bulk Action Tool Demo.mp4.zip Features SupportedBulk Actions Types:Send messageSend private messageCloseTransferReturn to queue (if Status filter is set to Ongoing)History Page:Ability to see history of all broadcasts (broadcasts for last month are shown by default)Timeframe - ability to filter brodcasts by date (in 1-month timeframe)Broadcast searchBroadcast data:Broadcast title (internal)Broadcast type (bulk action type)Started by (agent name)Filters selected RecipientsBroadcast start timeBroadcast end timeStatusOption to download the list of conversations (IDs) used for the bulk action (.txt file)Cancel broadcast functionality Ability to trigger more than one simultaneous bulk actions for different skillsNew Broadcast Page Filter types:Skills - required fieldChannelsAttributes (SDEs), e.g.: language, intent, etcStatusAgent GroupsKeyword (search within the conversation transcript)TimeframeColumns types:Skill the conversation is assigned toCustomer type (public/private)Conversation IDConversation start timeConversation preview with a link leading to public Facebook/Twitter messageConversation duration'Select many/all conversations' featureSelection for number of rows to display on New Broadcast PageAuto-fill of the broadcast title field, pre-populates the skill(s) and attribute(s) selectedInstructionsNavigate to the BAT dashboardProductionStage Enter LP account Log in to your LE account with Admin role or user profile allowedClick ‘New Broadcast’ button in the upper right corner Select the group of conversations to perform a bulk action for using the following filters:Skill, it is the only required field, multiple skills can be selected from the drop-down Channels field allows user to select one or several conversation channelsAttributes field allows searching for personal/customer info SDEs by typing in values. User must enter correct/certain SDE value like de_DEThe ability to search by SDEs is only available after 2 hours it was set up (it takes about 2 hours for a newly created SDE to appear in the list and search for a conversation)Status - search by conversation status (all, ongoing, in queue)Agent Groups - search by the agent group that the conversation is assigned toKeyword field allows entering keywords to search within conversation transcriptTime frame - to specify the date range to search the conversations forClick the Find Conversations button. Select the conversations to be used and action to perform in the lower-left corner, click Next. If ‘Send Message’:Broadcast title has a limit of 128 characters and is visible on the History page onlyMessage is required and limited to 256 charactersIf ‘Send Private Message’:Broadcast title has a limit of 128 characters and is visible on the History page onlyAgent private message is required and limited to 256 charactersIf ‘Close’Broadcast title has a limit of 128 characters and is visible on the History page onlyMessage is optional and limited to 256 charactersIf ‘Transfer’:Broadcast title has a limit of 128 characters and is visible on the History page onlyTransfer skill field contains the list of all possible skills for transfer. Previous skill is selected by defaultMessage is optional and limited to 256 charactersClick the Submit buttonAfter submitting the broadcast, user will be automatically redirected to the History page and newly created broadcast will be at the top of the listThere is an option to cancel the bulk action for the first 5 seconds There is an option to download the list of conversations (IDs) used for the bulk action User can trigger only one bulk action for certain skill at a time but several simultaneous bulk actions for different skillsThe limit for one bulk action is 10k conversations
