Chat views

Chat views provide structured ways to manage conversations, including pre-built views and custom views.

Pre-built Views

QuickReply includes pre-built chat views that categorize conversations automatically for streamlined navigation.

Chat Views

• All Chats – Displays every chat, including active and closed conversations.

• Unassigned Chats – Unread Chats that have not yet been assigned to any agent.

• My Chats – Chats assigned to the logged-in agent.

• Channels – Chats segmented based on the messaging platform (WhatsApp, Instagram, Messenger, Live Chat).

• Agent – Chats assigned to specific agents.

• Broadcast – Chats linked to messages sent from different broadcasts.

• Drip Campaigns – Chats linked to messages sent from different campaigns.

• Journeys – Chats linked to messages sent from different journeys.

• Tags – Chats categorized by custom labels.

• Lead Stage – Chats categorized by the customer's lead stage.

Unread & Read Chats

• Unread Chats – Displays conversations that the agent has not viewed.

• Read Chats – Lists conversations that an agent has viewed.

Chat Count

• Unread Chat Count – Shows the number of unread chats. (in the form of a red pill)

• Total Chat Count – Displays the overall number of active conversations. (displayed at the bottom of the chatlist)

Message Status

• Sent – Message has been sent but not yet delivered.

• Delivered – Message has been successfully delivered to the recipient.

• Read - Message has been successfully read by the recipient.

• Failed – Message was not delivered due to an error.

• Skipped - Message was not delivered due to a configured rule.

• System Messages – Automated messages generated by QuickReply for chat actions or status updates.

Custom Views

What is a Custom View?

• A custom view allows agents to save frequently used filtering conditions as a preset, making chat management more efficient.

How to Create a Custom View:

1. Apply desired Advanced Filters (e.g., "Unassigned WhatsApp Chats with High Priority Tags").

1. Click the Save View button.

1. Name the view (e.g., "High-Priority WhatsApp Chats").

1. The custom view is now accessible under Saved Views.

How to Bookmark a View:

1. Open a Pre-Built or Custom View.

1. Click on the Star Icon to pin it to the quick navigation panel.

1. The bookmarked view will now be easily accessible for faster filtering.

By leveraging these filtering and chat view capabilities, agents can efficiently navigate and manage customer conversations with greater accuracy.