The Conversation view in BrainHi is the stream of events related to a particular Customer. In each Conversation, Customers, Office Staff, and Agents can send text messages to each other. Additionally, Customers can leave voice messages, which Lara can transcribe into text.
Office Staff and Agent can also leave each other Internal Notes inside a Conversation. Internal Notes are not visible to Customers, and are meant to enable direct, in-context communication between Office Staff and Agents.
Additionally, the Conversation stream displays events that happen within a conversation, such as when a user views, escalates, reassigns, or closes a conversation.
Stream
The Conversation stream shows all messages and events that have happened in a Conversation. Messages and events are presented as chat bubbles, with Customer bubbles on the left, and Office Staff and Agent bubbles on the right. Each bubble includes information about each message, and is color-coded in order to help differentiate Office Staff from Agents.
Message Composer
The message composer allows users to type out a message or use Quick Responses to send recurring messages. Users can also leave an internal note in the conversation for other users to see. Users can send a SMS, a MMS, as well as securely send a file or an image for a Customer to download.
As part of adhering to Texting Best Practices, BrainHi limits text messages to 320 characters to ensure a consistent and high-quality customer experience.
Examples of Conversation Flows
The following are some scenarios that Customers will go through as they interact with Lara, Office Staff or Agents using the BrainHi platform.
New Missed Call and patient responds with basic question that Lara can answer. Customer books appointment with Lara. No Office Staff or Agent action required, but they can jump in at any time
New Missed Call and patient responds with a question Lara can't answer. Lara assigns the Conversation to Office Staff or Agent. Office Staff or Agent user action required to resolve the Customer request
Staff comes and picks up pending conversation, attends and closes it
Staff re-assigns conversation to other staff member. Other staff member gets email notification. Email links directly to conversation
Live Agent Service - Agent handles conversation and schedules appointment
Live Agent Service - Agent escalates complicated question to staff