Introduction

Jan 23, 2021

Settings User Interface

At the top banner, click on the "Setting" icon:

The Settings interface acts as the control hub of your iSlash AI workspace. At a glance, users can understand:

  • Their current subscription plan

  • Credit balances and usage

  • Connected channels and system capacity

  • Team access and resource limits (users, channels, calendars, and more)


Plan & Credit Overview

At the top of the interface, users can easily review their plan and credit balances, broken down by usage type:

  • Plan credits

  • Message credits

  • AI credits

  • Ad-related credits

This separation matters. It allows businesses to:

  • Track where costs are coming from

  • Manage budgets more accurately

  • Avoid surprises from mixed usage pools


Manage Credits: Full Control Over Usage & Spend

Under Manage Credits, users can actively manage how credits are funded, monitored, and shared.

  1. Top-Up Credits

    Users can manually top up credits at any time to ensure uninterrupted operations, especially during campaigns, peak sales periods, or high-volume support days.


  2. Auto Top-Up

    To avoid service disruptions, Auto Top-Up allows businesses to:

    1. Automatically replenish credits when they drop below a defined threshold

    2. Maintain system continuity without manual intervention

    This is ideal for teams running always-on automations or high-traffic WhatsApp channels.


  3. Credit Alert Settings


    With credit alerts, users can set notifications based on balance levels. This ensures:

    1. Finance and operations teams are notified early

    2. No unexpected pauses in messaging or AI usage

    3. Better coordination between marketing, sales, and support teams


  4. Transfer Credit Balance


    This enables:

    1. Flexible internal allocation of credits between Plan, Message, AI And Meta Ads.

    2. Efficient redistribution based on real usage needs



Chat History Report

Data Name

Description

Remarks

ID

System ID

-

Channel

Social Media Messaging Channel

WhatsApp, Facebook Messenger, Instagram DM, WeChat

Contact Name

Customer Display Name

-

Contact Number

Customer Phone Number

Can be the ID of Channels if no phone number is provided

User

Platform user, who has defined access to the platform functions.

-

Direction

Message Direction

Inbound/ System/ Outbound

Status


Message Status

Read/Received

Body

Message Content

-

Media

Message Media Reference

-

Message At

The Related Message Timestamp

Format: 2024-06-08 10:01:53

Sent At

For Chatbot Auto Message

-

Delivered At

For Chatbot Auto Message

-

Read At

Agent Read Message Timestamp

-

Read By

Read By Agents

-

Template Message

Message Type of WhatsApp Message Templates

Yes/No


Auto Message

Message Sent by Chatbot

-


Engagement Report

Table

Description

Remarks

Staff Name

Agent's Name

-

Staff Email

Agent's Email

-

Date

Report Date

It can be multiple, depends on the report range

Total
- Inbound
- Outbound
- Engagement
- Engagement Rate

Inbound: Not counting total message. Eg: Customer send 2 messages at 9.01 and 9.12 > count 1 message

Outbound: Agent reply to at least one customer message > count 1 message

Engagement: The count if the pair inbound and outbound occur daily.

Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens.

-

Total (Unique Chat)
- Inbound
- Outbound
- Engagement
- Engagement Rate

Inbound: Total touch agent by phone number.

Outbound: Total number of tickets handled under a phone number.

Engagement: The count if the pair of inbound and outbound occurrences happen within a specified date range.

Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens.

Engagement: In a given date range, if a customer interacts multiple times with the agent in the chatroom, count it as one engagement.

An "Engagement" is defined as: The customer contacting and interacting with the agent, and the agent responding back to the customer.


Account Report

Table

Description

Example

Total Handle Customer

Total number of customers who have responded to messages.

-

Total Assigned To

The count of assignments between agents

Agent A: Assign Chat to Agent B and Agent C

Result: Agent A (2)

Total Assigned Case

The number of users assigned, excluding those assigned by system

Not included in the number uploaded by excel import.

Agent A/User > Assign to Agent B Agent C/User > Assign to Agent B

Result: Agent B (2)

Total Close Case


Number of Close Cases


A chatroom can have multiple cases.

0900 Case Open > Chat Message > 1000 Case Closed
&
1300 Case Open > Chat Message > 1600 Case Closed

Result: 2 Close Case

Average Response Time

Reply Message + Average Time of Assigned To Agent (In Ticket Open Status)

Chat 1:
0900 [Customer] "Hi" 0910 [CS] "How may I assist you today?"


Chat 2:

0900 [Customer] "Hi, I would like to request a refund"

0905 [CS] - Assign to After-Sales Service

Time Calculation: (10min + 5min) /2

**Calculate in Seconds

Average Handle Time


Average Response Time (In Ticket Open Status)

Situation 1:
👦Customers send messages in
👦: Hi there (0900)
👧: Hi How may I assist you? (0910)
👦: I would like to inquire about the discounts are available now. (0911)
👧: Sure, Here you go. (0912)


Calculation:

[(0910-0900) + {0912-0911)] /2
---------------------------

Situation 2:
👦Customers send messages continuously

👦 Hi there (0900)

👦 I would like to inquire about the discounts are available now. (0911)
👧Hi How may I assist you? (0912)


Calculation:

[(0912-0900) + (0912-0911)] /2


**Calculate in Seconds

Average Close Time

Calculate the average time from opening to closing for a case.

0900 Case Open > Chat Message > 1000 Case Closed & 1300 Case Open > Chat Message > 1600 Case Closed


Calculation:

[(1000-0900) + (1600-1300)] /2

**Calculate in Seconds


Account Registration ›