Message Monitoring
After connecting an account for Direct monitoring, every new comment will appear in LiveDune. Unfortunately, it is not possible to retrieve old messages and conversations.
The Direct module is available for Instagram, Facebook, VKontakte accounts on all LiveDune plans, including during the free trial period.
The Direct section displays new messages from the newest to the oldest:
You can view conversations by sections by clicking on the Filter button:
You can filter conversations by:
Projects
Accounts
Tags
Type (Open, Closed, Deferred, All):
By operators:
If you need a specific conversation, you can use the search by author:
To reset search results, simply delete the entered word and click Search.
You can enter a reply to a message in the field at the bottom of the page. Here you can also choose Emoji, choose a Template, make a Note, attach a Picture, and send a Like:
The user will not see the note:
Creating notes for conversations can be useful for recording important information about the user in the conversation, such as client contacts or a brief summary of the conversation. Notes are also useful when transferring the conversation to another operator so that they don't waste time understanding the conversation.
In the upper right corner, you have functions:
Close conversation (two checkmarks)
Defer conversation (clicking the timer button will remove the conversation from open ones and return it at the specified time)
Assign operator
If multiple operators handle incoming messages, LiveDune helps optimize their work: they won't get confused, and everyone will always know who had a conversation with the client.
View client information:
Here you can find:
General client information: Email and phone. They can be saved from messages with one click on the number/address.
Notes section - individual notes with the author and time the note was made.
Tags section - helps group messages by topic/status (Clicking Edit opens a window for editing/adding a tag)
Recent comments left by the user on posts (New comments are added at the top. Comments are not clickable)
To see other features available in the Direct module, click the 3 dots:
A dropdown list will appear containing:
Statistics
Intro messages - a list of FAQs that provide immediate answers when clicked. More details on how to set it up can be found here
Work schedule - set the work schedule and mark the working days and hours for each account.
Templates and Tags - here you can create quick reply templates and add tags. Tags help group dialogues by topic/status, simplifying further communication, search, and analysis.
Notification settings - connect your Telegram channel to receive notifications about new messages and comments.
Account settings - enable or disable comments and messages for your accounts.
Close all conversations - closes all conversations currently displayed in the Direct section.
100 conversations are displayed for each social network. So if VK and Instagram are connected, 200 conversations will be displayed in total. When the first 100 are closed, the next 100, older ones, will appear, and so on.
Statistics
This section contains many indicators and functions, which we will discuss below.
Selecting a period in the calendar:
This button is located in the upper right corner. By default, the period is set to one week.
Widgets with metrics:
Here dialogue statistics are displayed:
Total dialogues - the total number of open and closed dialogues for the period
New dialogues - the number of new dialogues for the analyzed period. Only open dialogues for the selected period are considered.
Users - The total number of users for the analyzed period with whom a dialogue was opened or closed during the period
Next is a chart with Statistics for set tags on dialogues in numbers or percentages:
The next table is Response Speed:
Here the average response time of LiveDune operators to dialogues during working and non-working hours is calculated.
Below - Hourly Load:
Hourly Load shows the times when you receive messages most frequently (only incoming messages).
Intro messages - allow you to start a conversation with a list of questions.
Next, Summary data by operators:
This table will appear if you add operators and distribute dialogues among them.
Work schedule
The work schedule allows you to define the working time with Direct. When you click on this section, you will be prompted to select an account where you want to set the work schedule:
Click the Edit button next to the desired account and select the necessary days of the week and time periods:
Don't forget to Save!
Response templates
Templates help reduce response time for frequently asked user questions:
Quick response templates in LiveDune automatically appear while typing. The most frequently used ones will appear first.
Clicking the Choose template button opens a window with templates:
If you have any questions, contact us in the chat on the site
Or in the Telegram chat-bot https://t.me/ld_support_bot, or via email at [email protected]