In the Zapper Control MESSAGES tab, the administrator and manager can access the entire conversation history and find specific messages:
The MESSAGES tab has two display options. The first is column display, where Agents are displayed in the left column. When you select a specific agent, all their conversations with specific contacts will be displayed in the right column. To open the conversation history, simply click on the desired contact.
By clicking the magnifying glass icon above the columns, you can search for Agents and Contacts.
By clicking on the three-dot icon above the Messages column, the following options will be displayed:
Show disabled: This option will display all agents who are disabled on the platform along with active agents.
Status: You can choose to display only Connected, Disconnected, or Disabled agents.
Sort by: You can choose to sort agents alphabetically, by Status, or by last activity.
Hide panel: This option will hide the Messages column.
By clicking on the three-dot icon above the Chats column, the following options will be displayed:
Type: You can choose to display only group messages or messages from conversations with a single contact.
Sort by: You can choose to sort conversations alphabetically or by most recent date.
Hide panel: This option will hide the Conversations column.
The column display mode also offers the Zapper AI feature, which uses artificial intelligence to summarize conversations, suggest replies, and perform analysis.
To access Zapper AI, simply click the icon above the message column:
After clicking the Zapper AI icon, you can choose one or more connected WhatsApp accounts, select the conversations, and run the desired analyses.
It's also possible to analyze a conversation by clicking directly on the Conversation Insights icon that appears in the conversation body, as shown in the screenshots below:
The second display option is list view. To change the message display format, simply click the icon in the top right corner of the screen:
1. Filters
In list view, you can use filters to refine your searches.
1.1. Agents
Filtering by a specific monitored AGENT:
1.2. Contacts
Simply enter the desired name to filter messages involving a specific CONTACT:
1.3. Phone number
Simply enter a specific contact's phone number to filter messages involving that contact:
1.4. Groups
The GROUPS option will bring up all agents associated with that specific group:
1.5. Words
By typing a KEYWORD, you can see a list of all messages exchanged that contain that word:
1.6. Period
By clicking PERIOD, you can determine a specific time range to evaluate the captured messages by clicking on the first desired date and the last:
2. Viewing Conversations
By clicking on a specific message, you can evaluate the entire context of the recorded conversations:
2.1. Exporting Messages
By clicking EXPORT, you'll see the entire history displayed, exported in CSV format: