Premise
Poleepo's messaging functionality allows you to centralize and manage communications with customers from different marketplaces directly within the platform.
The messaging section allows you to view all conversations in a single interface, consult order and customer details linked to the message, send replies and attachments, and organize chats using filters and archiving.
This feature simplifies customer care operational management, reducing the need to access individual marketplaces and improving response times.
Currently this feature is only available for the following channels:
Amazon (Italy)
eBay (Italy)
Leroy Merlin (Italy, Spain, Portugal, France)
All channels based on Mirakl technology (excluding ePrice and IBS)
Reach the menu
You can reach this feature by opening the drop-down menu on the left and clicking on the " messages " icon.
By clicking on "settings" you can enable or disable the download of conversations for each marketplace by activating the appropriate flags.
For more details, read the article on how to connect Poleepo and Amazon to enable conversations.
By clicking "Your Messages" you can view all the communications you've received from customers across various channels. This section centralizes all conversations from the various marketplaces.
Search filters
By clicking on "search filters" in the top left, you can filter your conversations through smart search, the source channel and a specific date range,
as well as filtering, by activating the appropriate flags, your conversations for:
"just to read"
"archived only"
"Chat with Julian involved",
"to be managed"
Once you've set your search criteria, click "search" to find your conversations or "reset" to reset the search criteria.
Conversation Badges
Your conversations on Poleepo will be marked with Badges/Dots that indicate the status of the Conversation:
Red Dot: Unread Message Counter — There are unread messages
Yellow Dot: Julian requires attention — draft to be approved, task open or out of hours
Green Dot: Conversation managed — the chat is closed
No Badge: Waiting for response — last message is from end customer
Detail of a conversation
To go into the details of a conversation, simply click on the customer's chat: this way you can view all the messages the customer has written to you.
Using the 3 dots at the top right of the chat indicated by the arrow, you can decide to archive or unarchive the chat.
On the right side you can view in order:
customer details (name, address, postcode, city, etc.)
the product(s) associated with the order.
Order details (Order ID, date, order status, amount)
By clicking on the order ID you will be redirected to the relevant order, where you can view the shipping details.
By clicking "create invoice" instead, you can create the invoice or, if the order has already been invoiced, download the PDF of the invoice, which you can attach to the conversation with the customer.
Tracking details (Tracking status, shipping service, tracking link, etc.)
By clicking "download" you can download the waybill to send to the customer.
By clicking on "view full history" instead, you can view your entire tracking history.
Respond, attach files and error messages
Write a message
When you open the chat with a customer, you can write the answer in the typing bar and send it by clicking the green button.
All conversations are handled asynchronously: when you send a message a clock icon will appear at the bottom right of the message, which will alert you that the message is waiting to be retrieved.
To see the actual sending of the message, try to reload the page later.
Through the " +" button you can attach files to send to the customer, uploading them directly from your PC.
Error message
In the event that a message goes wrong (an exclamation point will appear at the bottom right) via the 3 dots to the left of the message, you can edit or delete the message in question (currently the recovery of error messages takes place only for the Leroy Merlin marketplace).
Error messages from Amazon instead, will be marked with a single tick (the external service has received the message and an automation will be started that will send an email.)
Generate responses with Julian, Poleepo's AI Conversation Agent
By clicking on "Agent Julian" you can access the configuration of Julian, Poleepo's AI Agent designed to generate automatic responses to your customers on your behalf. To learn how to configure Julian for automatic responses to your customers, read the specific article .
For example, by clicking the purple button indicated by the arrow, Julian can generate a response based on the full context of the conversation that you can approve and send, or reject.
Messaging section dashboard
Using the Dashboard in the messaging section, accessible via the path Messages > Dashboard, you can always keep track of the progress of your conversations.
Dashboard
The dashboard (settable to 7, 30, 90 days) provides an analytical overview of the conversation trend and the impact of the Julian AI agent through 4 main sections:
Total Conversations: Total volume of chats handled.
Julian Involvement: Conversations in which the AI Agent intervened.
Human involvement: Conversations that required direct intervention from an operator.
Unanswered: Chats that record at least one unanswered message.
Conversation Progress
In addition, you will have a section where you can view the progress of conversations, distributed daily according to the selected period and you will be able to monitor
The conversations created
The conversations Julian is involved in
Conversations involving the human operator
unanswered conversations
Conversation Path
In the last section of the graph, you can monitor the path of the conversations, that is, the distribution of conversations depending on the involvement of Julian and/or the human operator.
The section displays the detailed path of each chat, showing both the count and percentage of conversations handled by the human operator and/or Julian, and the related resolution percentages.
