Chat logging serves a very important purpose. It gives us the data we need for our quarterly statistics which tell us who is contacting us, how often, and what for. This allows to have valuable insight into what our customers need most and helps us plan and strategize more effectively.
Amy so graciously helps us out with most of the chat logging, but in the event she is unavailable, here is how we log chats in Monday.com.
When chats are closed in Slack, the transcript automatically appears in Monday.com on the PeachCourt Concierge workspace under the Tracking & Statistics category in the New Items board. We then move the items to their appropriate board based on customer type and then to their appropriate group on that board for the reason they chatted in.
- When viewing the list of new chats, click the Comment icon to view the chat transcript.
- Use the transcript to determine the type of customer (Law Firm, Clerk, Pro Se, Judge, Court Reporter, Government Agency, CMS Rep) and the reason they chatted in.
- Hover over the item and click the three dots that appear on the left.
- Hover over Move To
- Click Move to Board
- Search for the customer type board and click it.
- Search or select the reason group
Monday.com gives us charting tools that count the items and groups on any board which gives us our totals need for our stats reports.