Slash commands are a great way to bring in additional functionality to the message box. At Textline, we provide give you a few options for slash commands:
To initiate a slash command, type forward slash / and then the name of the command you're looking for. Many commands create a popup that you can search through by typing. More on that with each one below.
Whispers are internal notes that your team can use to chat within individual Conversations.
To Whisper with slash commands type /whisper in the compose message box before typing your note.
The message box will turn yellow, and the Send button will become a Whisper button. Any agent will be able to see the Whisper and respond to it.
You can also whisper agents directly in the whisper box by typing an at symbol @ and then the agent's name after that. You can select the agent by using the up and down arrows to highlight the agent and then hitting enter after it.
Shortcuts are a great way to simplify sending messages by allowing your agents to use pre-composed templates. Read more on using shortcuts here. When you want to use slash commands to bring up a shortcut, type /shortcut and a popup window will show up showing your first 5 shortcuts:
Start typing after /shortcut and you'll start filtering the list down by searching. Your text will search the shortcut title and body:
Once you've found your shortcut use the up and down arrow keys to select your shortcut and hit enter to have it fill the compose message box.
If you're looking at a conversation and want to claim it for yourself, type /claim and you become the proud new owner of a conversation.
If you need to reassign the conversation to another teammate, type /transfer and a popup will show the first five agents in your department.
You can then filter down the list by searching for their name.
Select the agent by highlighting their name with the up and down arrows and then hitting enter.
When you're done with a conversation, you can type /resolve and the conversation will be resolved. This is important to help with conversation filtering in the conversation list and for metric calculations.