Your Interactions Radar
- Gnatta
- Jack Barmby
- Abbey Brown
Quick links in this article:
In this article, we’re covering the Interaction Radar. This is where you (an agent) can see and respond to individual customer issues. If you’d prefer a video on how this part of Gnatta works, check this out.
Open your interaction radar
Once you’ve set yourself to an online state (see Agent First Steps ), if there are interactions in a queue you’re connected to you’ll be assigned some straightaway. They’ll populate in your radar, and you’ll spot a notification on the Interactions icon in your navigation.
Clicking on this will open your radar so you can see your currently assigned interactions in a list, on the left hand side of the screen. Each interaction includes a snapshot of information about the customer, which is useful if you’re working multiple interactions at the same time!
An amber alert on the right hand side of an interaction will indicate there are new unread messages for you to check - this is particularly useful in live channels, such as webchat.
Opening additional panels
When you click into an interaction on your radar, Gnatta will show you the interaction itself i.e. the timeline of messages and conversations contained within that interaction. But in order to resolve the customer’s query, you might also want to see extra information about that interaction - such as custom data fields, the history log, or related interactions.
Open these extra panels by clicking the options icon in the top right of the interaction, and selecting the panel name.
Panels are sticky! Once you’ve opened them, they’ll also be open on other interactions you look at, so you won’t need to open them over and over.
More on how you can use each of these panels below:
Using the interaction panel
When you select an interaction from the radar, it’ll pop open a timeline view of the messages exchanged with that customer so far.
The interaction might contain messages from multiple conversations and channels - depending on how many different places you’re talking to that customer!
Interaction details
At the very top of the Interaction panel you’ll see details regarding the current/latest conversation in the Interaction. There are a few useful bits to explore here.
You can use the three-dot option menu
on the right to open and close the History, Update, and Related panels.
You can hide the interaction panel by clicking the
on the right. This will NOT unassign the interaction or close it - it’ll still be assigned to you and visible in the radar on the left, but it can be useful if you’ve got a lot of extra panels open and need to focus on other information before responding!
The interaction number is shown here too - in this example, our Interaction number is 6. This is also shown in the URL, like
mycompany.gnatta.com/interaction(6). This is useful if you need to ask a colleague to jump in and help you with an interaction!You can use
to decide whether new messages feed in at the top or bottom of the panel - use whichever you prefer! We like newest at bottom, where it’s closest to the reply box.
The message timeline
This panel shows you all of the inbound and outbound messages for each conversation in your chosen interaction. If there are multiple conversations (i.e. different channels!) these will be divided with a line - be sure to note the channel icon at the top of each one.
You can filter the timeline to show a specific conversation, or just the interaction notes using the 
Interaction notes are also stored on the timeline!
Reply box
This is where you can type out your replies. Using the toolbox tray at the bottom, you can add attachments, customise your messages and add notes to the interaction.
Notes are internal, and are not visible to the customer. They’re stored on the interaction, in the timeline.
Using the three-dot options menu 
Using Additional Panels
Update
The Update panel is where all of the data fields are stored for the interaction. You can select and update these values yourself. Some of them may be automatically preset before the interaction was assigned to you, or by a previous operator.
The most important field on your Update panel is the ‘Status’ field. When you’ve finished handling an interaction and are confident you’ve done everything you need to do, set this field to Closed. The interaction will then be automatically unassigned from your radar, to make space for a new one.
The name of this Status field, and the values available, may be slightly different in your Gnatta domain. Refer to your internal training protocols to be sure which status you should be using!
Closed an interaction by accident? It’s not lost! Hitting ‘back’ in your browser will take you straight back to the interaction - it still exists, it’s just no longer assigned to you. Use the Advanced section at the bottom of the Update panel to reassign it to yourself, and remember to set the status to an open one like ‘New’ or ‘Responded’ until you’ve finished handling it.
Advanced options
Under the Advanced section of your Update panel, you can do two important things:
Change the data set you’re currently viewing on the interaction
Manually reassign the interaction to a different Gnatta user
Changing data sets
Sometimes, you might open an interaction and find that you can’t see the fields you need in the Update panel. For example - the query is about a refund, and you want to store some specific information about that. If your domain has the fields configured, you could use Advanced > Data Set to select a Refunds data group.
This will change the data fields visible on the panel, so you can update them as appropriate. You can see more details on Data Fields and Sets here.
Manually assign an interaction
In Gnatta, interactions are almost always routed and assigned to an agent automatically. Sometimes, you may want to reassign an interaction manually - for example, you’ve got a complicated interaction and need to give it to the shift supervisor to finish handling.
To manually assign an interaction, first select the Team that the user you’re looking for belongs to. This will display the Users option, where you can select the individual you want to assign the interaction to.
This will ignore the individual's assignation capacity, allowing you to get an interaction to a specific person even if they have a full radar currently.
Related Interactions
In this panel, Gnatta will store any interactions that it thinks are related to the one that you are currently working on i.e. from or about the same customer. When an Interaction is Closed, it’ll be greyed out in this panel and display a timestamp for when it was completed.
Clicking into an interaction in the Related panel will replace the one you’re currently viewing in the interaction timeline - you can use the ‘back’ button in your browser to get back to the Interaction you started with (or select it again from your radar on the left).
History
The History panel shows an audit log of actions and updates on the interaction, including those carried out by Gnatta automatically! Everything you or the system changes on the interaction will be logged here.
What’s next?
Now that you’re familiar with the interaction radar - it’s time to send a message!