Access New Third Pane Experience for Inbound Columns
Updated
What is New Third Pane Experience for Inbound Columns?
The New Third Pane Experience for Inbound Columns provides a snapshot overview of the message along with the profile and conversations. It allows you to perform Quick Actions. Actions available may vary depending on the type and status of the message. You can access the enhanced Message Third Pane from the Inbound message columns within the Engagement Dashboards.
To Access the New Third Pane Experience for Inbound Columns
Click the New Tab icon
. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.
From the Engagement Home window, select the desired Dashboards.
In the desired Dashboards window, select Add Column in the top right corner to create a new engagement dashboard column.
In the Add New Column window, search and select any social channel as a source for adding a new column.
In the Add New [channel] Column window, select the desired column type.
After selecting the desired column, enter a Name, Description, and add Channels and Accounts per your needs. Provide other Basic Information for your column. Note that your preview of the column will render on the right side of the window.
Provide Custom Properties as desired. Configuring additional properties, you can specify messages to include or exclude based on the properties that have been applied to the message.
After you've provided all the details for your column, click Create Column in the bottom right corner to create the new column. Upon creation, your column will be available in the current dashboard.
Hover over the desired Inbound Message Options icon
and select Open Details. You can also double-click an asset to open details.
When you open an Inbound's Details Pane, information will be organized into the following format.
Thread
It will consist of the Conversation View that emulates the same behavior as users experience on native social media channels. When you view a Post or Direct Message in the Thread, you could have a similar experience by seeing the original post, the comments, and the replies thereafter, and engage as per the user's perusal.
Going forward, you will gain additional message context with a simulated native channel experience that targets where your brand has been mentioned. Clicking directly on any message opens the third pane where engagement managers can see the full threaded conversation, and when and where the brand is mentioned. Thus, allowing you to respond with the most relevant message.
Message
When you open an Inbound's Details Pane, information on the Message will be organized into the following tabs. Below, we will take a look at each tab and the information you will find within.
Tab | Description |
Overview | View basic details of the message such as associated entities, campaign, duration, etc. |
Properties | View and edit all the properties including system and general properties. |
Cases | View and edit all the cases related to the message. |
Collaborate | Collaborate with other team members through messages and attachments. While collaborating via notes, messages, and attachments, the notes field will expand on adding a long text. The notes box will expand up to 60% as the note is being typed in. |
Tasks | View, edit, and create tasks on the message. |
Attachments | View and update the attachments associated with the message. |
Activity | View any changes or updates made to the message. |
Audit | To audit the case assigned to an agent. |
Product Insights | To view the product insights on the message. |
Location Insights | To view the location insights on the message. |
Profile
When you open an Inbound's Details Pane, information on the Profile will be organized into the following tabs. Below, we will take a look at each tab and the information you will find within.
Tab | Description |
Overview | View basic details of the profile |
Properties | View and edit all the properties including system and general properties. |
Cases | View and edit all the case history related to the profile. |
Collaborate | Collaborate with other team members through messages and attachments. While collaborating via notes, messages, and attachments, the notes field will expand on adding a long text. The notes box will expand up to 60% as the note is being typed in. |
Attachments | View and update the attachments associated with the profile. |
Tasks | View, edit, and create tasks on the profile. |
Activity | View any changes or updates made to the profile. |