Crescender Lab
Created Jun 10, 2024CAAC | Interface Optimization
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New Interface Optimization
CAAC Interface Optimization
Through the multi-channel functionality of CAAC, easily distinguish message source channels
Faster assignment of agents and updating of conversation status
One-click call for quick templates
Simplified and convenient operation
After data integration, notes from different channels of a single contact can be displayed
Added shortcut keys
Quickly switch conversation window status
Quickly add notes
To accommodate data updates and integration, please be sure to perform a one-time account re-login or page refresh to facilitate contact information updates.
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CAAC Interface Optimization
Omnichannel Inbox
list all channels and assignee filters in the side panels. Leave enough spaces for future extensions of various filters.

The sidebar can be collapsed or expanded using the icon

You can check the message source channel & assignee in the chat room header
Contact Name
Source Channel
Assign Agent with One Click

You can mark the chat room status as "Follow-up" with a single click.
cmd(ctrl) + shift + F

You can mark the chat room status as "Resolve" with a single click.
cmd(ctrl) + shift + S

You can mark the chat room status as "Reopen" with a single click.
cmd(ctrl) + shift + O

【Keyboard Shortcuts】
Perform the following actions in the conversation window page to quickly switch the chat room status.
Change to follow up: cmd(ctrl) + shift + F
Change to resolved: cmd(ctrl) + shift + S
Re-open a conversation: cmd(ctrl) + shift + O
【Desktop/Tablet】Clicking "More" allows you to perform chat room operations.
Search
Saved message
Pin chat
Block

【Mobile】Clicking "More" allows you to perform chat room operations.
View profile
Search
Saved message
Pin chat
Block

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Contact Notes Optimization
【Desktop/Tablet】You can directly check contact information on the right side of the screen.

【Mobile】Click "More" -> "View Contact Profile"

You can see "All Notes" in the "Contact Profile".
Each contact can have multiple notes based on service events, which can be viewed through the contact profile.
Notes are sorted from "New" to "Old" based on their creation time.
The default display shows the latest three notes, and you can click "Show More" to view more notes (please note that three notes are displayed at a time).

All Notes -> Click "More" -> Edit or Delete Notes

Please note that after adding a note, press "Add Note" to save the note content.
After entering the note, you can use the shortcut "cmd(ctrl) + enter" to add the note.

The sorting logic for notes applies to both MAAC and CAAC.
Add Quick Template Button on the Left Sidebar
You can quickly access the template editing page for faster template management.

Settings: Categorize settings into 3 levels
my account: for users personal settings
Workspace: for users/team/workflow management in CAAC
Administration: for organization-level settings

My profile panels
Users can easily manage their duty status, profile, or switch organizations here!
