SCOPCHAT - Administrator's Guide 1.4

SCOPCHAT - Administrator's Guide 1.4

SCOPCHAT - Administrator's Guide

Features at a glance

  1. Send and receive SMS messages with SCOPCHAT from your main business number 
  2. Complete unsupported messages and customer messages awaiting reply when an agent is unavailable
  3. The SCOPCHAT SMS service can be accessed via a web interface on Desktop or on an iOS and Android mobile device
  4. Incoming messages can be assigned to one or more users, or sent to a customer contact center queue


KEY FEATURES

SMS service from your business phone number:
  1. No disclosure of personal cell phone numbers
  2. Contact customers via company's SMS service instead of personal applications
  3. Manage your company's business SMS/MMS responses 
  4. Direct incoming SMS messages directly to automated delivery queues 
  5. SMS your promotions and special offers 
  6. Send messages with personalized links
Message management:
  1. Centralized SMS message management via SCOPSERV, Clickatel and Twillio 
  2. Prioritization of messages in queues for fast responses 
  3. Includes reports to measure SMS effectiveness 
  4. Import of distribution lists targeted by customer type for bulk SMS dispatch

Access to SCOPCHAT

  1. SCOPCHAT can be accessed at: https://scopchat.com
  2. Ask your SCOPCHAT representative for a username and password to access the platform
    3.  

  1. The SCOPCHAT portal header contains user account information and the basic functions available to the account
A) Click on the three horizontal lines to hide the vertical menu on the left-hand side
B) Display of logged-in user's name and role
C) Drop-down menu showing selected Tenant
            - In end-customer mode, only one Tenant is available
            - In L1 or L2 Reseller mode, the complete list of all Holders will be displayed in the menu
D) Drop-down menu to select the account status which is only visible for the organization's administrative users
                  
E) Click on the account holder's initials to set various options:
  1. Change page display
    1. Light Mode
    2. Dark Mode
  2. Change your user account information, including password
  1. Logout                      
    1. The user is disconnected from all places where the account is used and the status displays "Offline"
  1. Language selection menu
                  

Tenants management

Tenant management is available exclusively to L1 and L2 resellers, and is not available to end customers. Each Tenant is independent of the others, enabling a company to hermetically manage its customers' communications. Only Tenant administrators have access to this feature.
  1. To add a Tenant, go to the "Administration" section of the side menu, click on the "Tenant" option and click on the "+Add Tenant" button

  1. Enter the required details and make sure to give the Tenant a unique name, then assign it a "Type"
  2. Click on "Add Tenant"
  1. A Tenant may be modified and/or deleted
  2. To access the Tenant, click on the house icon, which redirects you to the Tenant Dashboard page

  1. The location in the site header now indicates the selected Tenant

  1. When creating a new Tenant, you must grant access rights and assign an administrative user designated as "Tenant Admin" in the "User management" section
  2. If you manage the Tenant as an "L1 or L2 Reseller" and do not wish to delegate administration rights, you can create users in the "User management" section

User management

  1. SCOPCHAT users are dedicated to their Tenant, so that an end user only has access to his own Tenant
  2. Before adding a user, check in the portal header that you are in the right Tenant
  1. Select the "User" option in the left-hand side menu, then click on the "+ And User" icon in the top right-hand corner
  2. Enter the user's details, then create a secure password using the "Generate" button
  3. Choose the user role from the following :    
    1. Tenant admin    Senior Tenant Administrator with full control over interactions and channel management
    2. Manager            The Manager is responsible for interactions dedicated to a queue, as described in the section "Queues"
    3. Agent                 Agents are Manager-dependent and can only receive interactions from a queue or from the Manager; they cannot send messages, but can reply to a message
    4. Users                 Users have direct access to their SMS number and can send and receive messages
  4. Once all the information is in place, add the user to the Tenant by clicking on "Add User"

  1. As "Tenant Admin", several actions are available:
    1.    Direct access to user status
    2.    Edit user information
    3.    Disconnect users
    4.    Deactivate and/or delete users 

Note that a deleted user can be restored by clicking on the "Archive" icon in the top right-hand corner and then clicking on the trash can with the arrow associated with the user to restore it.

Distributed channel management

  1. Distributed channels correspond to SMS numbers assigned to an organization by the operator
  2. To view assigned numbers, click on the "Distributed Channels" option in the left-hand side menu
  3. When the operator grants an SMS number, it will be activated under the "My Channels" tab, which will automatically link it to the "Reseller L1/L2" Tenant
    1. If the channel is dedicated to Tenant Reseller L1, leave it as is
    2. If the use of the channel is dedicated to a customer, click on the icon with the upward-pointing arrow on the right, and a drop-down menu will display the available Tenants 
    3. Once a channel has been assigned to a Tenant, it is automatically removed from the "Channels" list of the "Reseller L1/L2"

  1. To move an assigned channel to another customer, in the "My Channels" or "Shared Channels" menu, click on the orange icon with the downward-pointing arrow
  2. By activating the "Force Operation" option, current interactions are terminated and the number is available for reassignment
 

Channel management

  1. When the operator assigns an SMS number, it is activated under the "My Channels" tab, automatically linking it to the Tenant
  2. To modify channel options, click on the pencil icon 
  1. Use the "Channel Destination" tab to select :
    1. the "Destination" is, Tenant, Queue or User
    2. the "User" is, Agent, Manager or Service

  1. The "+ Add Channel" button in the "Channel" option lets you add another SMS provider, either:
    1. Clickatel
    2. Twilio
  2. Have on hand the account SID and the authentication key identified by "Auth Token"
  3. External SMS provider channels cannot be distributed and are specific to each Tenant

As "Reseller L1/L2", select a Tenant from the drop-down menu in the portal header to configure the channel destination using the pencil icon.

Notification management

  1. Notification management is available for an entire Tenant (an enhanced version is forthcoming)
  2. To activate notifications, select "Notifications" from the left-hand side menu
  3. In the "Configuration" tab, check the "Enable Notifications for this Tenant" option and save by clicking on the "Save Changes" button

  1. The "Logs" tab lets you view the notifications that have been issued, as well as the delivery status
  2. When activating notifications, check at least one available option:
    1. Enable SMS Notifications ?             A notification is sent by SMS for each new "Unseen" incoming message
    2. Enable E-Mail Notifications ?          A notification is sent by e-mail for each new "Unseen" incoming message
    3. Include Interactions Count ?           The number of messages waiting is displayed in the notification
  3. The frequency can be set from 5 to 60 minutes and specifies the delay before the notification is carried out
  4. The "Notification Message" box is used to write a notification message which is applied to all numbers linked to the "Tenant"

  1. To add a recipient to "Notification Messages", click on the "+ And Recipient" icon in the "Recipient List" section and enter the required information; to notify several contacts, repeat the operation according to the number of recipients required
  2. To notify a recipient by SMS only, leave the "email" field blank, and only the SMS will be sent - with no error in return
  3. Select the "SMS Channel" from the drop-down menu in the "Notification Messages" section and click on "Save Changes"
  4. If necessary, get a different number to send your notifications to


Managing contacts and contact lists

  1. Contact management is used to facilitate the sending of messages to recurring recipients, to create lists for grouping contacts or for bulk SMS sending when activated by the operator
  2. Click on the "Contacts" option in the left-hand side menu, click on the "+ Add Contact" button, enter the required information and click on the "And Contact" button
  3. The "Contact" option lets you edit a contact, send a message directly to him/her, assign the contact to a list and delete him/her by clicking on the icon corresponding to the desired action
  1. To create a list, select the "List" tab and click on the "+ Add List" button
  2. Enter the name and description of the new list and click on "Add Contacts List"

  1. To add a contact to a contact list, from the "Contacts" tab, click on the folder icon and choose a list from the drop-down menu
  1. To edit a list or import a list of contacts, from the "Lists" tab, click on the pencil icon


  1. Add a contact to a list by clicking on the "+Add" button

  1. Import a list of contacts from a CSV file by clicking on the "Import" button
  2. The CSV file is the only format supported
  3. Use the following format to build your list:
    1. SMS_NUMBER, FULLNAME, BUSINESS, EMAIL, NOTES
    2. The file header will be ignored
  4. When import is complete, click on "Save Changes"
  5. This list can be used by Tenant users for one-time or mass mailings

Sending and receiving messages

  1. The main purpose of the SCOPCHAT platform is to allow you to send and receive text messages from your main business number
  2. On the left-hand side menu, select "Messages" to view received and sent messages
  3. To send a new message, click on the "New Message" button

  1. Channel                  Drop-down menu to select the number from which your text will be sent
  2. Phone number       The recipient
  3. Contact                  To use a contact in an account or a list, type the first letters in the "Search" window and select it from one of the drop-down menus
  4. Message                 To write a message (max. 900 characters)
  5. Attach files             To send a photo in MMS mode (Accepted format JPG,JPEG & PNG)
  1. Messages received or sent are available in the "Messages" menu and can be viewed until they are closed
  2. Messages are displayed in the left-hand column and a quick view is available in the right-hand column
  3. A contextual menu is available for each interaction
  4. Each option allows you to perform additional operations


  1. The "Label" icon displays detailed message information related to the channel used

  1. This option lets you add a contact

  1. Transfers the interaction to a team member 

  1. Pauses an interaction 

  1. When several members are part of a conversation group, this option allows you to release the current conversation to the members of the group

  1. Terminate interaction

  1. You can reply to an interaction directly in the outbox of the "Messages" menu
  2. To send a photo, simply drag a file into the outbox or select the paperclip icon
  1. A list of emojis is available to add expression to messages
  2. When a message is received, the message status displays "Waiting"
    1. Following a reply to this message, the message status reverts to "Open"
    2. Clicking on the green tick icon confirms that the message has been read
  3. When the status of a message remains "Waiting" for an extended period, a notification is sent as configured in the "Notification Settings" section

  1. Closing an interaction removes it from the "Messages" section without deleting it
  2. All interactions are stored in the "Interactions" option in the left-hand side menu 


  1. Select the conversation icon to view details of an interaction and its content
  2. The filter allows you to search for specific information

Sending "Bulk Messages

  1. To send a bulk message, select "Bulk Messages" from the left-hand side menu
    1. The list of all sent messages is displayed
    2. To send a new message, click on the "Send Bulk Message" button in the top right-hand corner
  2. To send a bulk message:
    1. Choose send channel
    2. Compose a message
    3. It is not possible to attach documents to mass messages
    4. Select recipients using the available options
    5. Click on the "Send Bulk Message" button
    6. There is a noticeable delay, which varies according to the number of recipients
  1. The results of sent messages appear in the "Bulk Messages" tab, and include the date sent, the channel used and the results of the send
  2. The message can also be viewed by selecting the magnifying glass icon
  3. When sending a mass mailing, all duplicate numbers are ignored and the result is displayed as "Ignored"

Opt-Out management

  1. When mass mailing is activated by the operator, recipients must be able to remove themselves from the mailing list:
    1. At any time, recipients can send or reply to a received message by indicating STOP and their number will automatically be added to the unsubscribe list
    2. In order for the recipient's number to become available again after replying STOP, the recipient must reply to the message again by writing START
  2. To access the numbers on the unsubscribe list, click on the "Opt-Out" option in the left-hand side menu
    1. All recipients who responded with the word STOP are displayed
    2. To manually add a member to this list, select the "+ Add Opt-Out" menu in the top right-hand corner, specify the desired reception channel and SMS number and click on the "Add Opt-Out" button

  1. The "Opt-Out" function only applies to mass mailings, and it will always be possible to communicate with a contact via a live message.

Queue management

  1. SCOPCHAT's inbound SMS messages sent to a customer contact center enable agents to respond quickly to customers, and also to interact with their superiors as needed
  2. The steps consist in designing the structure of the customer contact center:
    1. Creating users/agents
    2. Queue creation 
    3. Channel used for inbound communications
  1. To create users/agents, select the "Users" option in the left-hand side menu and click on the "+Add user" button
    1. Enter the required information and generate a secure password using the "Generate" button
    2. In the "User Permissions" section, select the "Agent" role from the drop-down menu
  2. Once all the information is in place, add the user to the Tenant by clicking on "Add User"
  3. A "Tenant admin" or "Manager" is required to send messages to agents or queues
    1.  A message sent to an agent will not be automatically taken over until the "Manager" or "Tenant Admin" decides either to take it over or to assign it to an agent
    2. Context-sensitive menus allow you to view the status of each agent, edit it, log off or deactivate it
  1. To create queues, select the "Queues" menu from the left-hand side menu and click on the "Add Queue" button 
    1. Enter the name and description of the queue and click on the "Add Queue" button
    2. Select the agent icon to assign one or more agents with it
    3. Assign one or more administrator(s)
    4. Click the "Close" button

  1. To dedicate a channel to the queue, select the "Channels" menu in the left-hand side menu
  2. To edit an active channel, click on the pencil icon
  3. To add a new channel, click on the "+Add Channel" button
  4. In the "Channel Destination" section, choose the destination for the "Queue" option from the drop-down menu, and point it at the desired queue in the "Queue" drop-down menu
  5. Click on the "Save Changes" button to direct incoming messages from this channel to this queue

  1. A message sent to a queue will not be automatically taken over until the "Manager" or "Tenant Admin" decides either to take it over or to assign it to an agent by clicking on the transfer arrow icon

  1. The agent or manager cannot initiate outgoing messages, but they can reply and forward a message to another member of their team
  2. The status of a message forwarded to an agent or another member is marked with a red dot, and the recipient is displayed under the number
  3. The agent can then see that there is a message waiting to be answered
  1. If the agent does not handle the message, the "Manager" can retrieve the interaction and assign it to another agent and/or reply to it
  2. It can have several managers for a Tenant to facilitate efficient message routing

Reports overview

  1. To view a summary of received and sent messages, select "Reports" from the left-hand side menu
  1. Select the desired date or choose one of the quick options in the choices to display the summary
  2. To export the information displayed in CSV or Excel format, click on the corresponding icon

FAQ

How to use SCOPCHAT in application mode?

Google CHROME
  1. At any time, click on the arrow icon in the SCOPCHAT address bar
  2. If it is already installed, select "Open










Mobile application
  1. iOS version - Open the SCOPCHAT portal and select the transfer icon with an arrow
  2. Select "Add to home screen" option
              
  1. Android version - Open the SCOPCHAT portal and select the three dots
  2. Select "Install App" option


Troubleshooting

  1. I select an option from the left-hand menu and get a "Please Wait" error message
  1. This means that you have selected a feature for which you do not have rights
  2. Contact your sales representative if you would like to access this feature



  1. I've sent an SMS/MMS message and the recipient hasn't received it
  1. Make sure you see a blue check mark to the right of your message, confirming that the message has been sent to the operator 



  1. I try to exit the application and my user information remains displayed
  1. Use the F5 key on your keyboard to refresh the page and you should get the start-up page