Who can use this feature?
Staff users only
Qwil has been designed with one important goal in mind: for you to be able to communicate safely and securely with external clients.
With just a few steps, you can invite them to your organisation, and let them communicate with you and your team in a clear, organised way. Not only is chat familiar, but it's also a great way to keep everything documented and to share regular updates in one central, easily accessible location.
Here are a few tips on how you can use Qwil with your clients and partners, or other third-party collaborators.
Customise your Butler and Banner
You will have added your logo and colours making Qwil your own professional space. You can go further by adding a welcome message to clients via the Butler which is received as soon as they accept the invitation and access the platform. In addition, customise the dashboard banner with information of the company, links to portals you use or the latest news - this can be updated as often as you need. Simply go to administration under Butler and Banner.
Create a specific chat per topic
Bring your clients into the conversation by creating a chat to discuss a specific topic, think of it like an organised email thread where all important information is kept in a single conversation.
Create a chat dedicated to a specific topic, then invite your client to the chat thread.
If this was the first chat with your client, you could for example write a small introduction that includes a warm welcome and explain how you will be using Qwil to communicate:
You may want to include a welcome message explaining why you are using Qwil. It is important that your clients feel confident that their conversations are secure and their data is protected.
Add a reminder that if they need help they can search Qwil's Help Centre.
If you were to do a FX transaction or transfer, name the chat thread accordingly. This will make it easier to search and also invite new participants.
You may also have one for General chat which is ongoing. A chat thread can be renamed at any time.
And just start chatting (which will activate the thread)!
Remember, you can always archive conversations to remove them from your chat list. Use Filters and Flags or pin a message to organise your inbox.
Coordinate the conversation
In the same way you would in a face to face meeting, it is your role to invite the relevant staff to a conversation and also ask them to leave when they are no longer required. All staff can invite other staff by rule to a chat thread. Your clients have “guest” permissions, this means they will only be able to initiate a conversation other staff within their contact list.
Log a conversation
Chats are somewhere in-between email and phone in terms of record keeping. Not all chats are relevant and you may want to log the whole chat thread up to a certain point (to CRM systems for example) or file it under the client, or alternatively, you may just want to log / share a specific message within the chat thread.
Export a chat transcript: Staff members that are participants of a chat can export its content. A chat can be exported as a PDF file and can be downloaded within a chat by using the right menu.
Copy a message link: You can share a link to a specific message in a chat. When a participant clicks on the link it will open a new tab and navigate to that message. This is also useful if you want to get staff and clients back to the chat thread (from email). Simply hover over a message to see the option.