Queries Guide

This guide explains how to use the WhatsApp Queries module to track, monitor, and manage all WhatsApp support queries raised by users. It provides a centralized view of query status, ownership, resolution timelines, and historical status changes across the Support Channel.

🌐 Overview​

The Queries module provides comprehensive tracking and management of WhatsApp support interactions. It enables support teams to:

• Track end-to-end user query lifecycle and ownership
• Monitor resolution and response duration metrics
• Maintain clear visibility into query status progression
• Access comprehensive user profile information for context
• Audit query handling through detailed timeline tracking

🧭 Queries Layout​

The Queries screen is divided into three main sections:

1. Sidebar Navigation
2. Queries Dashboard Summary
3. Queries Management Panel

📂 Sidebar Navigation​

The left sidebar provides access to WhatsApp-related modules:

• Dashboard
• Templates
• Broadcasts
• Support Chat
• No-Reply Chat
• Tickets
• Queries
• Tags List
• Settings
• Chatbot

Use this navigation to quickly switch between WhatsApp modules.

📊 Queries Dashboard Summary​

At the top of the page, summary cards provide a comprehensive snapshot:

Performance Metrics​

• Total Chats – Total number of queries received
• Resolved Chats – Queries marked as resolved
• Closed Chats – Queries that are finalized
• Active Chats – Queries currently in progress

These metrics help teams understand workload, performance trends, and current capacity at a glance.

📋 Queries List​

The main queries table displays all support queries with comprehensive information:

Query Information Columns​

• Contact – User phone number and name (if available)
• Status – Current query status (Active, Resolved, Closed)
• Tags – Applied categorization tags (e.g., Mock stuck, Internet issues)
• Channel – Source channel (Support Channel)
• Changed At – Date and time of the last status update
• Changed By – User who last updated the status
• Duration – Time taken to resolve or close the query

🔍 Search & Filter Capabilities​

Available Options​

• Search queries by contact number or name
• Apply filters using the Filter option
• Adjust results using status dropdowns
• Timeline filtering for specific date ranges

This functionality enables efficient query location and organization based on various criteria.

📄 Query Details View​

Click on any query from the list to open its detailed view with two main information tabs:

Available Tabs​

1. Profile Details – Comprehensive user information
2. Timeline – Complete status change history

👤 Profile Details Tab​

The Profile Details tab displays comprehensive user context information:

Basic Information​

• Contact name and profile summary
• Email address, mobile number, and WhatsApp number
• Student identification and program details

Academic Details​

• School, curriculum, program variant, and course type
• Academic stage, class start date, and target test date
• Latest test scores and compliance status
• Daily limits and homework time constraints

Support Context​

• Parent contact details (if available)
• Assigned stakeholders (Operations Manager, Prep Manager, Tutors, SSO Manager)
• Student status and timezone information

This comprehensive information helps support agents understand complete user context before taking action.

🕒 Timeline Tab​

The Timeline tab provides complete audit trail of query lifecycle:

Timeline Information​

• Status transitions (e.g., Active → Resolved, Resolved → Active)
• Date and time of each change
• User attribution for each action performed

The timeline facilitates:

• Action auditing and accountability tracking
• Resolution flow understanding
• Performance analysis of query handling

📌 Query Status Lifecycle​

Queries progress through a defined status flow for proper tracking:

Status changes are automatically recorded in the Timeline tab with full attribution.

🧪 Step-by-Step Workflows​

🔍 Reviewing and Managing Queries​

1. Open Queries module
2. Review Dashboard Summary for current metrics
3. Use search and filters to locate specific queries
4. Select a query from the list
5. Review Profile Details for user context
6. Check Timeline for historical actions
7. Update query status based on resolution progress
8. Close query when fully resolved

📊 Monitoring Query Performance​

1. Access Dashboard Summary metrics
2. Compare Total, Resolved, Closed, and Active counts
3. Review Duration column for resolution times
4. Use Timeline data for performance analysis
5. Identify bottlenecks or improvement areas

✅ Best Practices​

Query Management​

• Always review Profile Details before responding to queries
• Use appropriate tags for better categorization and reporting
• Update query status promptly to reflect latest actions
• Close queries once confirmation or resolution is complete

Performance Optimization​

• Monitor duration metrics to identify improvement opportunities
• Use Timeline data for accountability and process optimization
• Regular status updates to maintain accurate tracking
• Proper tagging for better analytics and reporting

❓ Frequently Asked Questions (FAQ)​

📌 Summary​

The Queries module helps you:

• Track comprehensive query lifecycle from initial contact to resolution
• Monitor performance metrics and resolution timeframes effectively
• Access complete user context through detailed profile information
• Maintain accountability through comprehensive timeline tracking
• Optimize support processes using duration and status analytics

Use it daily to ensure efficient query management and maintain high-quality support standards across all WhatsApp interactions.