The dashboard is your main tool for interacting with customers and managing your cases. Click on the links below the picture to find out more about each section.
- Case list
- Appointments and video calls
- Case and customer details
- Operator and case settings
1. Case list
This is where you can see the list of all your cases and their statuses. You can create a new case by clicking the icon.
Select My active cases to choose if you want to display active or completed cases or if you want to see the cases of other operators.
You can also click the Settings icon to change your current status, turn the sound notifications on and off, or access the Vicodo settings.
You can hide the case list by clicking the icon at the bottom of the page.
2. Appointments and video calls
You can also start your video call and send your customer an invitation or a direct link to the appointment.
The chat window is where you can read and send chat messages. It also shows the whole history of your interactions with the customer. You can check:
- when the case was created
- when the invitation was sent
- when your video calls started and ended
- all the sent and received messages
- all the attached and received files
- when operators joined or left the case.
At the bottom of the chat window, you can type and send your messages. You can also click the icon to use or manage your quick responses or click to send your customer an attachment.
4. Case and customer details
In this section you can quickly find information about the case and the customer, for example:
You can edit the name of the case, customer’s details, or notes at any time. Don’t worry about saving the changes - all the information is saved in real-time, right as you type it.
If you want to include more information in the case details, you can create your own custom information fields.
|Archive is where all your recorded video calls and attached files are stored. Click on a file to display, download, or delete it. You can also manage the tags of each file.|
6. Operator and case settings
|Here you can see which operators are currently assigned to the case, add new operators, or remove them from the case.|
If you want to close the case, select Complete - you will be able to reopen it later at any time. You can also click the Options icon to permanently delete the case or change the customer’s default language settings.