We know that your customers are the most important thing for you, and we want to help you achieve effective and organized communication. We also want to make life easier for your agents by saving time, handling a higher volume of chats without losing personalization, and even providing elements like artificial intelligence.

We’ll show you how to use the platform, what types of profiles will use it, what the main features are, and finally, we’ll share some frequently asked questions and usage tips with you.

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Agent Platform

Treble’s agent platform allows you and your team to continue your conversations with your customers on WhatsApp. The platform is similar to WhatsApp Web, where you’ll see incoming conversations from your customers, but it has additional features.

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How to access the agent platform?

When you start using Treble, you’ll have access to 2 main platforms: app.treble.ai and sales.treble.ai. When we talk about the agent platform, we’re referring to

sales.treble.ai

, where you and your agents can manage chats with your customers.

You can access it in 3 ways:

  1. Directly through the platform link

    sales.treble.ai

  2. If you have Treble integrated with HubSpot , you can access it from the HubSpot dashboard: CRM -> Inbox -> WhatsApp.
You’ll only be able to view Treble in HS once you’ve completed the initial integration and downloaded the Chrome extension as indicated here:

Download the Chrome extension

  1. If you have Treble integrated with Salesforce , you can access it from the tab configuration in Salesforce.

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Types of Agents

In Treble, there are 2 types of agents:

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Salesperson or Agent

An agent - salesperson will only be able to view chats and language. It’s essential that they set themselves as “active” to receive chats.

It’s also important that when they finish their shift, they set themselves as inactive, so that new chats go to an agent who is actually available, and also so that metrics like “first response times” and other performance metrics for your agents are more accurate.

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Sections of the agent platform

Below you can see each section of the agent platform:

  1. This is the space where your agents can write messages.

  2. Treble Boost ✨: create and train different artificial intelligence assistants to provide appropriate responses efficiently.

    Only administrator users can create these assistants.

  3. Add emojis! 🚀 You can even view stickers if they send them to you.

  4. Select this icon to attach files.

  5. Write notes about this conversation, either as a reminder for yourself or for another agent to access the information. Don’t worry! The customer doesn’t see these notes.

  6. Send HSM messages manually. Select this icon and choose the HSM you want to send. To learn more about HSM messages, you can read this article:

    What are HSM messages?

  7. In this section, you’ll see all ongoing conversations.

  8. Here you’ll see all contacts with whom the company has interacted.

  9. End one or multiple chats simultaneously.

  10. Generate summaries assisted by Treble Boost for precise tracking of the interaction.

  11. End a single chat, the one that’s open.

  12. Edit the contact’s name in Treble. This action doesn’t involve changes to the information in HubSpot.

  13. Add color tags! You can mark chats with the tags you need to view them in an organized way and make markings that are important to you.

    Only administrator users can create tags, and vendor users can use them.

  14. Transfer the chat to another agent or group.

  15. Remember that Meta gives us 24 hours to carry out a conversation with a customer. When the customer writes/responds to us, the time resets to 24 hours available for your agent to respond.

  16. View the contact’s information in HubSpot. You can see name, phone, email, and contact owner.

  17. Use quick response templates to save time. For example, a greeting, a defined offer, or the terms and conditions of a business.

    Quick response templates are different from HSM messages. The latter are high security messages that Meta approves or not to open a chat with a customer. Templates can only be created by administrator users and are pre-defined messages to provide faster responses.

  18. Review files, documents, and voice notes that have been shared in this chat.

  19. Send voice notes! 🎤

  20. Open the contact in HubSpot for more details.

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Administrator

Administrators have access to all sections of the agent platform. They can also create tags, create Treble Boost assistants, and view all conversations. Read the following section to learn more about administrators.

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