In this slideshow you will see how to use the Support Panel, where you can find requests from your customers. From there, you answer customers requests, amongst others: call me back requests, chat conversation requests and contact form requests. It is also shown how to change status and search through request history. In the Support Panel you can assign users to certain requests and carry out chat conversations.

1. How to use the Support Panel
in oFeatures
www.oFeatures.com

2. To access the
Support Panel
with all your
requests click the
“Support Panel”
button in the top
menu.
The Support Panel

3. This is the Support
Panel. Here you can see
all requests (1). When
you receive a new alert,
voice notifications are
played. You can see who
the requests are assigned
to (2). On the top right,
you will see all unread
bubble notifications (3).
You can decide on how
you want to view them
by clicking the view icons
(4). In Actions (5), you
can mark alerts as read
or unread.
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To select many alerts, click the blue square (6). If you are looking for
a particular request, click “Filter by” to select a filter (7). After
clicking “Go to” (8), it takes you to the request connected with an
alert.

4. On the left side
menu (1), there are
options such as
“Alerts”, “Quick
Search”, and your
features grouped by
website. By clicking
on a feature, you
will be taken to
requests connected
with that feature.
“Quick Search” is where you can
search for a request by e-mail,
phone number, customer name,
message etc. (2) or do an advanced
search (3).
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5. After clicking on a certain feature in the side menu you will see all
requests related with that feature. In this example, Chat, you can see
the whole chat conversation and reply to the chat request if it is
offline by clicking on the chat icon (1). To see more details, click the
“Details” button (2). There is a section: “Assigned to” (3) where you
can see who the request was assigned to or change the assigned user.
In the “Page” section (4) you can check the page on which the chat
conversation was started. Next is when the chat request was created
(5), and lastly the duration of the chat (6). Click the arrow icon to see
the request’s history (7).
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Conversations list

6. After you click
the chat icon, you
will see the chat
conversation (1),
as well as details
(2).
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Chat conversation

7. These are request
details (1).
Here you can see all
information
connected with chat.
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Details

8. Informs about which of the users can answer
the request. If a chat is offline, click the
pencil icon to assign the request to another
user.
Assigned user

9. Page Section
Here you can check the page on which the
chat conversation was started (1). To go to
that website click the blue square (2).
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10. In this section, you can see the history of changes made to
the request (2).
Among others, the history contains the type of event (3), the
person who made a change (4), as well as the date (5).
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Chat request history

11. Chat conversation
window
The chat window (1) is where you
carry out the chat conversation. There
is a dialog number (2) for each
conversation. To exit a chat click the
X. You can also switch the chat to
another available user (3). To see
details about a chat click Details (4).
To send a message, click the Send
button (5) or send by clicking enter
(6). There is also an option to send a
canned response (7).
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12. Canned responses (1) are ready to use messages. You can create them if
you send the same message to many customers such as: “Hello, how are
you?” or “Hi, how can I help you?”. You can edit Canned Responses in
New Chat Settings > Chat Settings. Chat pops up in the Support Panel
when someone sends a request.
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Canned Responses

13. If you are available for Chat conversations, users can send you chat
requests. If you switch chat off to unavailable (1), visitors will not be able to
contact you. They will be shown the offline chat form, unless someone
assigned to Chat from your Support Team is available.
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Controlling availability

14. Call Me Back
After clicking on a certain feature in the side
menu (1) you will see all requests related to that
feature. In this example, Call me back, you can
see the phone number (2), customer name (if
provided) (3), internal notes (4) and details (5).
You can change the request status (6). There is a
possibility to change the team member assigned
to the request by clicking the pencil icon next to
their name (7). Check the page on which the chat
conversation was started (8). You can view the
date and time (9) as well as see the request
history by clicking the arrow icon (10).
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15. By clicking on the phone number (1) you can call your
customer. This is very useful when you are viewing the
request from a mobile phone, for example.
Phone number
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16. Internal notes
By clicking the icon
(1), you will be taken
to the request notes
(2). You can view the
content as well as
add a note yourself.
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17. Call Me Back
Details
After clicking “Details”(1),
you will see details
connected with the call me
back request.
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18. Request status
In the request status, you can set the
call me back request as New, Calling,
Called, or Not called.

19. Assigned user
You can change the user
assigned to the request by
clicking the pencil icon (1).
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20. Page section
Here you can check the place on which the
request started (1).
To go to that page click the blue square. (2)
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21. Request history
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In this section, you can see the history of changes
made to the request (2).
Among others, the history contains the type of
event (3), the person who made a change (4), as
well as the time and date (5).
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22. Contact Form
After clicking on Contact Form in the side menu (1), you
will see the visitor’s e-mail (2) and see a preview of the
message sent to you (3). To view the Subject, Customer
and Phone number, hover over the icons (4). View the
whole message and reply to the request by clicking reply
(5). Canned responses are also available for this feature.
Click Details (6) to see more details or change the status
of the request (7). You can change the user assigned to
the request by clicking the pencil icon (8). View the page
on which the request was sent from (9). Check the time
and date of the request (10) and view the history (11).
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23. Contact Form dialog
Type your response in
the message box (1).
To add a note, click
Add Note (2). You can
also send a Canned
Response (3), which
is a ready to use
message.
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You can add these in New
Contact Form>Contact
Form Settings. You can
also view more details by
clicking the Details (4)
button.
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24. User assigned to request
You can change the user assigned
to the request by clicking the
pencil icon (1) next to a team
member’s name.
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25. Contact Form Request History
In this section, you can see the history of changes made to
the request (2).
Among others, the history contains the type of event (3), the
person who made a change (4), as well as the date(5).
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26. Feedback
After clicking on Feedback in the side menu (1), you will
see a score (2) and comment (3) from the visitor. Click
Details to see more details (4) and change the request
status (5). You can change the user assigned to the
request by clicking the pencil icon (6). View the page on
which the request was sent from (7). Check the time and
date of the request (8) and view the history (9).
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27. Feedback details
After clicking
“Details”(1), you will
see details connected
with the feedback
request.
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28. Request Status
You can set the request status
as Reviewed or Not reviewed.

29. Assigned User
You can change the user assigned
to the request (1) by clicking the
pencil icon next to a team
member’s name.
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30. Page Section
Here you can check the place on which the
request started (1).
To go to that page click the blue square (2).
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31. Request History
In this section, you can see the history of changes made to
the request (2).
Among others, the history contains the type of event (3), the
person who made a change (4), as well as the date (5).
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32. Guestbook
After clicking on Guestbook in the side menu (1), you can
review your Guestbook comments. Decide on which
comments you would like to approve by clicking the blue box
(2) next to a comment and then “Approve”(3). You can see
Details (4), and Approve or Disapprove a comment (5). You
can change the user assigned to the request by clicking the
pencil icon (5).View the page on which the request was sent
from (6). Check the time and date of the request (7) and
view the history (8).
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33. Guestbook details
To see details
connected with a
Guestbook comment
click Details (1).
You will be shown more
details about a
comment (2).
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34. Approving Comments
You have the option of approving or disapproving
comments. To do so, click on the “Approved” button (1).
A drop down menu will appear, where you can click the
desired option (2).
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35. Assigned User
There’s a possibility to change the user
assigned to a request. To do so, click the
pencil icon (1) next to the Support Team
member’s name.
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36. Page Section
You can check the place on which the request was made. To
go to that page, click the blue square icon (1).
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37. Request History
In this section, you can see the history of changes made to
the request (2).
Among others, the history contains the type of event (3), the
person who made a change (4), as well as the date (5).
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38. Support Ticket System
After clicking on Guestbook in the side menu (1), you can
review your Support Ticket requests. To view the Customer,
the subject and their phone number, hover over the icons
(2). You can reply to the ticket (3), see more details (4) and
change the status of the request (5). You can also changed
to user assigned to a request (6), view the page on which
the ticket started (7) and see the time and date (8). To view
the request history, click the arrow icon (9).
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39. Replying to a Ticket
To reply to a Support Ticket and view the conversation click the Reply
button (1). You can write a message in the message box (2), or send a
Canned response (3). You can add these in New Contact Form>Contact
Form Settings. To see more details, click the Details button (4).
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40. Request details
To view details about the
Support Ticket, click the
Details button (1).
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41. Request Status
You can change the status of the request (1) to
Open, Resolving, Resolved or Not resolved.
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42. User assigned to request
There’s a possibility to change the
user assigned to a request. To do so,
click the pencil icon (1) next to the
Support Team member’s name.
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43. Page
You can check the place on which the request was made. To
go to that page, click the blue square icon (1).
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44. Request History
In this section, you can see the history of changes made to the
request (2).
Among others, the history contains the type of event (3), the
person who made a change (4), as well as the date and time (5).
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