Overview

The CommBox User Guides are designed to help users maximize the platform's features and functionality by providing step-by-step instructions to navigate and leverage the system effectively. Whether you're new to the platform or looking to deepen your knowledge, we’ve organized our content into clear, actionable sections.

This guide is designed to support:
• Agents: Frontline team members who handle customer interactions across multiple channels.
• Team Managers: Leaders responsible for organizing workflows, managing teams, and analyzing performance.
• Admins: System administrators who oversee configurations, integrations, and platform security.
Let’s explore how CommBox can help you streamline communication, enhance team productivity, and deliver exceptional customer experiences.

1. Getting Started

This section introduces the basics of the CommBox platform, helping you set up and navigate your workspace.

Topics:
• Homepage: Get an overview of your dashboard and key features.
• Personal Settings: Customize the agent’s settings and change statuses.
• Customers Page: Access customer details and interaction histories.

2. Core Communication Features

Effective communication is at the heart of any successful customer interaction. This section covers the essential tools for managing conversations and interactions.

Topics:
• New Conversation: Start and manage interactions with ease.
• Participants & Conversation Assignments: Assign roles and manage participant responsibilities in conversations.
• Internal Chat: Collaborate with your team seamlessly.
• Advanced Search: Quickly find conversations, users, or messages.
• Channel Filters: Organize your communication channels for efficient navigation.

3. Communication Channels

CommBox integrates with a wide variety of communication platforms, allowing agents to connect with customers, managers to oversee interactions, and admins to configure channels.

Messaging Platforms

• WhatsApp
• Facebook Messenger
• Telegram
• SMS (Texting)
• Chat

Business and Social Platforms

• Google My Business
• Google Business Messages (onboarding)
• Facebook Pages
• YouTube

Other Channels

• Email
• Voice

4. Settings and Tools

This section equips admins with tools to customize workflows, resources for better productivity, and settings to monitor and optimize team performance.

Configuration Tools:

• Forms: Create and manage forms to gather structured customer data.
• Business Hours: Define and manage operational hours for different teams.
• Custom Fields: Add specific data fields tailored to your business needs.
• SLA: Configure Service Level Agreements for efficient response tracking.
• Theme Channel: Manage conversations based on a specific Theme or topic regardless of the communication channels used.

Customer Feedback:

• Customer Satisfaction Survey: Set up and collect valuable customer feedback.

5. AI and Automation

Leverage cutting-edge AI tools and automation to boost productivity and enhance customer interactions.

AI Features:

• AI Assistant: Use our AI-powered tools to generate insights and help your agents.
• AI Activation: A comprehensive guide to using and activating our ERA AI Assistant.

Automation Hub:

• The Flow Builder: Create automated workflows.
• Rules: Set up conditions and triggers for system behavior.
• Auto Assignments: Automatically assign conversations to the right agents.
• Intents: Teach the system (not AI) to identify customer intents effectively.

6. Team and Organization Management

The Teams and Organization section is designed for managers and admins who oversee team structures, define permissions, and ensure efficient workflows. This section covers everything from setting up new agents to managing assets and team resources. Whether you’re creating an optimal team setup, improving collaboration, or ensuring everyone has access to the right tools, this section provides the guidance you need.

Team Management Topics:

• Organization Settings: Configure organizational-level settings that align with your business structure and policies.
• Managing Teams: Create, manage, and optimize team structures. Assign roles, monitor performance, and ensure everyone is aligned with your organizational goals.
• Best Practice: This guide provides actionable tips and proven methodologies for managing teams and maximizing efficiency.
• New Agent: A step-by-step guide for creating new agents in the system.
• Agent Statuses: Understand the different agent statuses and how they affect workflows. Learn how to configure and monitor these statuses for optimal team productivity.
• Permission Profiles: Set up and manage permission profiles to ensure agents and managers have appropriate access.
• Dashboard: Make data-driven decisions using a powerful tool for managers and team leaders.

Teams Assets Topics:

• Understanding Teams Assets: Learn about different concepts used by our system and how to maximize their benefits.
• Inbox Filters: Learn how to create and edit inbox filters.
• Tags: Learn how to create and manage tags.
• Knowledge Base: Learn how to create and organize predefined items to enable quick retrieval by agents and AI.
• Keyboard Shortcuts: Enhance productivity by mastering keyboard shortcuts for frequently used features.
• Channels: Dedicate communication channels to specific teams to ensure access to relevant content in a secure and effective execution.

7. Insights and Reporting

Measure performance and make data-driven decisions with CommBox’s powerful reporting tools.

Insights Hub:

• Insights Hub Guide: Explore the insights hub for actionable analytics.
• Automation Flows Report: Monitor the effectiveness of automation workflows.

BI Dashboards:

• BI Agents Dashboard: Analyze agent performance metrics.
• BI Conversations Dashboard: Track conversation trends and statistics.
• BI Tags Dashboard: Gain insights into tag usage and efficiency.
• BI Templates Dashboard: Evaluate the performance of message templates.
• BI Implementors: Creation of Advanced BI boards.

8. Integration Guides

Connect CommBox with external platforms to expand its functionality and centralize workflows.
Topics:
• Salesforce User Guide
• Salesforce Integration
• Priority Integration
• SAP C4C Integration
• Microsoft Dynamics Integration
• Zendesk Integration

9. Privacy, Security, and Compliance

Ensure your data is protected and your system complies with security standards.

Security Settings:

• Automatic User Provisioning
• Audit Trail Logs
• SSO Configuration
• Blocking Users from Communication Channels
• Two Factor Authentication
• API Key

Privacy:

• Privacy & Security
• Customer Verification

10. Developer Resources

For advanced users and developers, this section includes resources for leveraging APIs and webhooks to extend platform functionality.
Topics:
• Webhooks and APIs
• Custom Indicator API
• CommBox Webhooks
• Webhooks - Simplified
• Webhooks - User Guide