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class="c-category-list__link-name"> Localisation </div> </a> </li> <li class="c-category-list__item"> <a href="/fr_FR/ia" class="c-category-list__link "> <div class="c-category-list__link-icon" style="background-image: url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/603098/ai.png');"></div> <div class="c-category-list__link-name"> IA </div> </a> </li> </ul> </div> <div class="o-grid__col o-grid__col--lg-9"> <article class="o-answer" data-controller="feedbacks" data-feedbacks-load-form-value="/admin/feedbacks/comments/new?question_id=1845783"> <h1 class="o-answer__heading"> Conversations – categories </h1> <div class="o-answer__content fr-view" data-action="mouseup->feedbacks#update"> <div class="helpjuice-article-body-content helpjuice-editor-content"><p>Nous vous présentons nos catégories de chat améliorées qui peuvent vous aider à mieux organiser vos chats. Les chats ouverts sont désormais divisés en sous-catégories. Les sous-catégories diffèrent légèrement si vous disposez d'un compte à agent unique ou d'un compte multi-agents, ce dernier étant conçu pour une meilleure coopération au sein de l'équipe.</p> <h2>Je n'ai qu'un seul agent</h2> <a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/NSDffzuxzJ2oQycrrCc2xkhURZAbkOVG.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/NSDffzuxzJ2oQycrrCc2xkhURZAbkOVG.png" alt="" loading="lazy"></a> <p>Si vous n'avez qu'un seul agent (vous), vos chats ouverts sont désormais divisés en <strong>deux sous-catégories</strong>. C'est une excellente solution pour les petites et moyennes entreprises où une seule personne s'occupe de toute la communication ou vous laissez votre compte ouvert sur l'ordinateur de l'entreprise et partagez cette tâche avec vos collègues.</p> <ul> <li> <b>Tout</b> - comprend toutes les conversations non résolues qui sont des chats nouveaux et actifs. Après les avoir résolues, elles passeront de l'onglet "Ouvert" à l'onglet "Résolu".</li> <li> <b>Nouveau </b>- ici vous pouvez trouver les nouvelles conversations qui attendent votre première réponse. Une fois que vous avez rejoint la conversation, elle ne sera visible que dans l'onglet "Tout".</li> <li><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/NEU5wUNpWBh0sWUA9PLMEFzYKCEYVtEE.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/NEU5wUNpWBh0sWUA9PLMEFzYKCEYVtEE.gif" alt="" loading="lazy"></a></li> </ul> <h2>J'ai plus d'un agent <a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/FQ0XVtJYKGy9DXf7Ul6iEDaInk6bZ9H7.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/FQ0XVtJYKGy9DXf7Ul6iEDaInk6bZ9H7.png" alt="" loading="lazy"></a> </h2> <p>Si vous avez plus d'un agent pour communiquer avec vos visiteurs ou si vous utilisez notre fonctionnalité <a href="https://help.smartsupp.com/fr_FR/groups">Groupes</a>, votre onglet "<strong>Ouvert</strong>" est désormais divisé en <strong>quatre sous-catégories</strong>. Ceci est utile pour les équipes dédiées ou pour un plus grand confort s'il y a plus de personnes dans l'équipe.</p> <ul> <li> <b>Tout</b> - comprend toutes les conversations non résolues. Cette catégorie sera appréciée par les chefs d'équipe qui pourront avoir une meilleure vue d'ensemble de toutes les conversations entrantes.</li> <li> <b>Primaire</b> - cette catégorie est une combinaison des catégories <strong>Nouveau</strong> et <strong>En cours</strong>. Vous pouvez y voir les nouveaux chats (de la catégorie Nouveau) et les chats que vous avez rejoints (de la catégorie En cours).</li> <li> <strong>Nouveau</strong> - lorsqu'un visiteur vous contacte pour la première fois, son message apparaît dans cet onglet. De plus, si vous utilisez notre fonctionnalité <a href="https://help.smartsupp.com/fr_FR/groups">Groupes</a> (qui n'est disponible que dans le forfait PRO), cette catégorie comprendra les nouveaux chats non assignés de vos groupes.</li> <li> <b>En cours</b> - comprend toutes les conversations non résolues auxquelles vous êtes assigné.</li> </ul> <a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/eIJpVRVu4QcricFepyLVgi1ER0xQnwIm.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/eIJpVRVu4QcricFepyLVgi1ER0xQnwIm.gif" alt="" loading="lazy"></a></div> </div> <div class="o-answer__undertext"> <em> Vous ne savez toujours pas quoi faire ? Contactez-nous via le chat box de votre tableau de bord et nous nous ferons un plaisir de vous contacter. Veuillez noter que le service clientèle n’est inclus que dans les formules payantes. </em> </div> </article> <div class="c-helpful was-this-helpful"> <h2 class="c-helpful__text">Was this article helpful? 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