Getting started
Connecting a new channel: WhatsApp and Telegram
Each channel has its own row with its status and keys. What each one needs, and why Instagram and Messenger need more than a button click.
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Your first week in Naateq: where to look
Four numbers at the top of the dashboard are enough for your first week: automated resolution rate, escalation rate, first-reply time and pipeline value.
Getting started · 5 min read
The dashboard is in development.
This lesson shows how the dashboard will work once it reaches subscribers. Until then we handle the setup for you, and you get escalation and payment alerts on your WhatsApp plus a monthly report.
When you open the dashboard for the first time you'll see four numbers at the top and a chart below them. Each one answers a question you'll ask in your first week, and three of them will move quickly.
Here you'll learn where to look, when the numbers start to mean something, and which number to act on from day one.
Start here
In the first week, track reasons for escalation more than the resolution rate. The rate is a result, and the causes are what you can fix today.
The four numbers
What each number tells you
| Number | Answers the question | When to worry |
|---|---|---|
| Automated resolution rate | How many conversations closed without you stepping in? | Not early on, since it needs a sample |
| Escalation rate | How often did the system get stuck and call you? | When it stays high after two weeks |
| First reply time | How long did the customer wait for the first word? | When it goes beyond a few seconds |
| Pipeline value | How many riyals are sitting in quotes that haven't closed yet? | When it doesn't move for a full week |
The escalation rate is the number you can fix directly, and how to do it is covered in the lesson escalation rules.
The first week
Four steps to get started
- 1Read ten whole conversations.
Read the conversations themselves before the numbers. Ten is enough to see where the system replies well and where it stumbles.
- 2Write down every question the system escalated.
This is your to-do list. Every line in it is a piece of information missing from the knowledge base.
- 3Add the entries, then wait two days.
A change only shows up in conversations that come in after it.
- 4Compare week to week, not day to day.
A single day's numbers shift with one conversation, so the system looks unstable when it's actually steady.
Warning
The number that can mislead you
A very high resolution rate on day one doesn't mean everything's fine.
It usually means there were few conversations and the questions were easy, or that the system answered questions it should have passed to you. A system that always answers is more dangerous than one that hands over a lot, because a handover annoys you, but a wrong answer reaches your customer without you knowing.
Once the picture settles, move on to building the knowledge base, since it's what moves these four numbers the most.
Frequently asked
What's the most important number to watch in the first week?
The escalation rate, which tells you how often the system handed the conversation to you. A high rate in the first week is normal and means the knowledge base is still incomplete. Every escalation is a question worth adding an answer for.
When do the numbers start to mean something?
After about a hundred conversations. Before that the sample is too small to base a decision on, since a figure taken from ten conversations moves ten percent with a single conversation.
Next lesson
Getting started
Tuning and quality
Building the knowledge base: what the system says and what it keeps quiet about
Reply quality depends first on what the system knows about your business. How to write an entry, and what must stay out of the knowledge base.
8 minOpen lesson