Product Knowledge

Here's all you need to know about Workspaces on Ruut

Workspaces are the backbone of every conversation on the Ruut platform. They make it easy to create the environment you need to handle customer requests, complaints, and follow-ups. Currently, there are about eight Workspaces, and we will dive into each one briefly. Website 🛜 The website workspace is the most popular because it seamlessly integrates with web applications built using any popular programming language. With the website workspace, you can easily receive customer requests from your website, mobile app, web app, or even WordPress. Setting it up is straightforward. See how to set up a website workspace here. Messenger 💬 The messenger workspace allows you to connect any Meta suite application, from Instagram to Facebook Messenger, to the Ruut workspace. This integration enables you to receive customer complaints from any Meta suite directly into your Ruut dashboard, providing a holistic view of your business activities in one dashboard. Email 📧 The email workspace lets you configure your email to receive customer requests and engagement via email. You can interact with your customers directly on your Ruut dashboard, sending and receiving emails with attachments just like a regular email client. WhatsApp 📲 For businesses with a WhatsApp account, we have set up the WhatsApp channel to allow easy communication with customers who prefer WhatsApp as their primary communication tool. Integrate your business WhatsApp account with the Ruut workspace for seamless interactions. Line ☎️ For businesses using Line for communication, setting up the Line workspace on Ruut provides easy access to communicate with your customers. All requests that come through Line will be managed effortlessly on your Ruut dashboard. Telegram ☎ With Telegram, once you set up your bot, every conversation on the bot will reflect on your Ruut dashboard for easy access and communication. Setting up the Telegram workspace is simple and efficient. API Channel 🔩 The API channel is perfect for those who want to use Ruut APIs to initiate conversations within their own systems rather than using the dashboard for communication. Whether you build your own customer interface or use the Ruut dashboard to handle customer requests and complaints, this workspace offers flexibility and seamless integration. SMS 📬 The SMS workspace allows you to connect to any service of your choice, such as Twilio or Bandwidth. After connecting your SMS workspace to Ruut, you can easily manage and send campaigns through SMS, which will be delivered via your preferred channel.

How to create a campaign on Ruut

The Campaigns feature in Ruut allows you to send outbound messages to your customers effectively. There are two types of campaigns you can utilize: I. Ongoing Campaigns Ongoing campaigns are perfect for sending frequent outbound messages through your website's live chat. You can set specific conditions to trigger these messages, such as when a user spends a certain amount of time on a particular page. This proactive approach can significantly increase conversion rates and keep the conversation flowing with your prospects. Steps to Create an Ongoing Campaign: Navigate to the Campaigns Tab: Click on the "Campaigns" tab in the sidebar. Select "Ongoing" and then click the "Create an ongoing campaign" button. Configure Campaign Details: A modal will appear where you can input the campaign details. For example, you might create a campaign for the Pricing page. The fields you need to fill out include: Title: Name your campaign for internal reference. Message: Type the outbound message that your customers will see when the campaign is triggered. Select Inbox: Choose your website inbox from the dropdown menu. Sent by: Decide whether the message will be sent by a bot or an agent. URL: Enter the URL of the page where this campaign should be triggered. You can also use wildcard URLs to run the campaign on subdomains or subdirectories. Time on Page (seconds): Specify how many seconds a visitor should spend on the given URL before the campaign is triggered. Enable Campaign: Toggle this flag to enable or disable the campaign. Test Your Campaign: Visit the URL specified in the campaign and wait for the configured time to see the campaign in action. One-off Campaigns One-off campaigns are ideal for sending SMS messages to a group of contacts. This method is effective for making announcements, promoting products or services, or sharing specific offers. Steps to Create a One-off Campaign: Navigate to the Campaigns Tab: Click on the "Campaigns" tab in the sidebar. Select "One-off" and then click the "Create a one-off campaign" button. Configure Campaign Details: A modal will appear where you can input the campaign details. The fields you need to fill out include: Title: Name your campaign for internal reference. Message: Type the SMS message to be sent to your customers. Select Inbox: Choose your SMS inbox from the dropdown menu. Audience: Select the group of contacts you want to target, which can be grouped under a specific label. Scheduled Time: Set the time for the campaign to be executed. Create the Campaign: Once you have filled out the fields, click the "Create" button. Your campaign will appear on the One-off campaigns page.

Connect Ruut to your Website / Web applications

If you need to use live chat on a website, web application, or even a mobile application, you will need to create a website workspace. You can create as many website workspaces as you wish, and they will all be linked to one Ruut dashboard. Here is an integration guide on how to set up the website workspace on Ruut: Step 1: Connect from Dashboard On the dashboard, as a new user, you will see an option to set up your workspace. Click on it, and it will take you directly to the workspace section, where you will find a list of channels you can set up in your workspace. Step 2: Create a New Workspace From the workspace section on Ruut, you need to create a new workspace. Select the website workspace, and it will open up its requirements. Follow the steps provided. Step 3: Enter Necessary Information When you click on the website channel to connect to your workspace, you will need to submit several items: - Website Name: This is the name that will show on the Chat Widget. - Website Domain: This is the domain or web URL of the website or application you are integrating. - Blog URL: If you have a blog and want your users to read it directly from the chat widget, provide the link. The view will be rendered, allowing users to interact with it from the chat widget. - Widget Color: Set your company’s primary color as the widget color to match your brand and business. - Welcome Heading: This is the first text presented to your users when the chat widget is launched, e.g., "Welcome to Ruut Chat" or "Glad to have you join us here." - Welcome Tagline: This tagline accompanies the welcome heading, e.g., "Ask us anything." - Enable Greeting: If you want automated greetings when users first visit the chat widget, enable channel greeting. This will present another field where you can add a message for the greetings. After inputting all the necessary fields, click "Create Inbox" to save your details. Once saved, proceed to the next step. Step 4: Add Your Agent Once your website channel has been connected, add your support staff to that workspace. Once that’s done, you are ready to use your website channel with any application you wish. Step 5: Use Your Website Channel Now that your website channel is created, you will be presented with a view like the image below. For some applications you will be integrating with, you need to copy the entire script tag to the JavaScript section of your application. For mobile, WordPress, or other platforms, you will be required to copy the value of the Website token, which allows you to interact directly with the application.

Service Level Agreements (SLAs)

Service Level Agreements (SLAs): Building Trust Through Transparency RUUT’s SLA feature allows businesses to define clear service expectations and response times, ensuring alignment with client needs, and maintaining strong client-business relationships while enhancing operational accountability. How to Create and Customize SLAs 1. Creating an SLA - Log in to your RUUT account and go to "Account Settings" > "SLA." - Define or title the SLA, e.g., "Business123 Premium Users" or "Business123 Standard Users." - Set specific response times for: - First response. - Next response. - Resolution time. 2. Customization Options - Choose if the SLA applies during business hours only or 24/7, offering flexibility based on your service model. Why SLAs Matter - Timely Responses: Clearly defined response and resolution times lead to improved customer satisfaction. - Expectation Management: Transparent standards ensure clients know what to expect, minimizing confusion. - Accountability Alerts: Receive notifications for any SLA breaches to address issues promptly. Audit Log: Security and Accountability Made Simple The Audit Log is an essential tool for businesses looking to safeguard their operations. It tracks all system activities, from user sign-ups to configuration changes, ensuring a transparent and secure operational environment. How to Use the Audit Log - Access the Audit Log through your RUUT account to view all tracked activities, including: - User registrations. - System adjustments and changes. Key Benefits of the Audit Log - Enhanced Security: Maintain a detailed record of all actions to detect and prevent unauthorized access. - Regulatory Compliance: The Audit Log provides a clear and accessible trail for audits, simplifying compliance requirements. - Data Integrity: Quickly identify changes to ensure your system remains accurate and reliable. Why These Features Are Essential for Your Business When combined, SLAs and the Audit Log empower businesses to deliver exceptional customer experiences while maintaining a secure operational environment. - Customer Satisfaction: SLAs ensure prompt and reliable service, fostering stronger client relationships. - Operational Accountability: The Audit Log creates a transparent system that keeps team members and processes in check. - Business Growth: By streamlining service expectations and enhancing security, businesses can focus on scaling confidently.