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)
Leroy Merlin (Italy, Spain, Portugal, France)
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 see on which channels the feature is enabled.
To enable or disable conversation downloads, contact your sales representative.
For the Amazon channel, once the feature is enabled, you will need to copy the address in the box below and enter it in your Seller Central to authorize Poleepo to read messages from the marketplace.
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 your conversations as "read only" and/or "archived only" by enabling the appropriate flags.
Once you've set your search criteria, click "search" to find your conversations or "reset" to reset the search criteria.
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.
Replying and attaching files
When you open a chat with a customer, you can type your response in the typing bar and send it by clicking the green button like any messaging app.
Using the " + " button you can attach files to send to the customer, uploading them directly from your PC.
Generating Answers with Poleepo's AI
By clicking the purple button indicated in the arrow below, you can generate quick and accurate responses to your customers, based on the full context of the conversation, with Paul, Poleepo's AI, saving time and manual actions.
When generating the response, Paul will take into account all the information from the conversation: the reference order, the customer data, the products in the order and the tracking details.
If you wish, you can view Paul's reasoning and, below, the suggested answer.
If you like Paul's response, you can click "accept" and it will be copied to your response bar, ready to be sent.
