Messenger
The messenger gives your users a way to reach your support team directly from within your application. Conversations are managed from the Trackelio dashboard, where your team can respond, categorize, and resolve issues.
How it works
Section titled “How it works”Users open the messenger through the embeddable widget on your site or app. They can type a message to start a conversation, and your team responds from the dashboard. The conversation history is persisted so both sides can pick up where they left off.
Conversation persistence
Section titled “Conversation persistence”Conversations in the widget are persisted for 24 hours. If a user closes the widget and comes back within that window, they will see their previous messages and any replies from your team.
Conversation management
Section titled “Conversation management”Statuses
Section titled “Statuses”Each conversation has a status that reflects its current state:
| Status | Description |
|---|---|
| Open | The conversation is active and awaiting action |
| Resolved | The issue has been addressed and the conversation is closed |
| Archived | The conversation has been archived for reference |
Intent categorization
Section titled “Intent categorization”Conversations can be categorized by intent, which helps your team understand the nature of incoming requests at a glance. This is useful for routing conversations and for analyzing what types of issues your users encounter most often.
Filtering
Section titled “Filtering”The conversation inbox supports filtering so you can find and prioritize conversations quickly. Filter by status, intent, or other attributes to focus on what needs attention.
Suggested prompts
Section titled “Suggested prompts”You can configure prompt chips that appear in the widget before the user starts typing. These are short, clickable suggestions like “Report a bug” or “Ask about pricing” that help users frame their request and reduce the time to first message.
Auto-resolve
Section titled “Auto-resolve”Trackelio supports an auto-resolve webhook event that can be triggered when a conversation should be closed automatically. This is useful for integrations where an external system determines that the issue has been handled.
Dashboard inbox
Section titled “Dashboard inbox”Your team manages all conversations from the dashboard inbox. The inbox provides:
- A list of all conversations with status indicators.
- The full message history for each conversation.
- Tools to respond, change status, and categorize conversations.