# Managing chats ## Basic Actions ### How to take over a chat from a bot? When a chat is in the unassigned section, any agent can take ownership. 1. Navigate to the [**Unassigned Chats**](https://docs.quickreply.ai/product-modules/concepts#unassigned-chats) tab.

2. Select the chat you want to take over.

3. Click the **Take Over** button to assign the chat to yourself.

### How to close a chat? 1. Open the conversation that needs to be closed.

2. Click the **Close Chat** button.

3. The conversation status will be marked as **Closed**.

OR 1. Hover over a chat in the chat list. 2. Click on the dropdown appearing on the right of the chat thumbnail. 3. Click the **Close Chat** button. 4. The conversation status will be marked as **Closed**.

### How to reopen a closed chat? 1. Filter **Closed Chats** from the quick filter for Conversation Status.

2. Select the chat that needs to be reopened.

3. Click the **Reopen Chat** button to move it back to active conversations.

### How to assign conversations to [agents](https://docs.quickreply.ai/product-modules/concepts#agents)? #### Assigned by agent 1. Open the chat you wish to reassign.

2. Navigate to the downward arrow next to the Close Chat option.

3. Click on “**Re-assign to…”** and select the agent from the dropdown list.

#### Assigned by bot QuickReply enables automated chat assignment using predefined routing rules. Chats can be assigned based on context, agent availability, or predefined criteria.


Direct Assignment	The bot assigns a chat directly to a specific agent based on predefined conditions such as customer tags, issue type, or agent expertise.
Group Assignment	Chats can be assigned to a team or department, distributing workload among multiple agents.
Round Robin	The bot assigns chats one by one in a circular manner to available agents within a group, ensuring an even distribution of workload.
Online/Offline Status	Chats are assigned only to agents who are currently online, ensuring a faster response time.
Role-Based Assignment	Chats are directed to agents with specific roles (e.g., Sales, Support) based on predefined categories.

*** ## Replying to a Chat ### For WhatsApp #### **Within** [**Conversation Window**](https://docs.quickreply.ai/product-modules/concepts#conversation-window) 1. Open an active chat in the **Conversations** tab.

2. If the message sent by the visitor triggers a chatbot flow, then the automated conversation will begin. If not, then in either case, you can take over the conversation.

3. Type your message in the text box.

4. Click **Send** to deliver the response instantly.

#### **Outside Conversation Window** (Beyond 24 Hours) 1. Select the chat from the list.

2. Click on "Send a Template" and choose a **pre-approved WhatsApp template** from the QuickReply template library.

3. Customize the variables within the template (if applicable).

4. Click **Send** to initiate the conversation again.

{% hint style="info" %} You will be able to send free-form messages only if the customer sends a message which opens a 24-hour customer service window which resets with each customer reply. {% endhint %} ### For Instagram / Facebook Messenger #### **Within Conversation Window** 1. Open the chat from the Conversations module. 2. Type your response. 3. Click **Send** to deliver the message. #### **Outside Conversation Window** After 24 hours, the window closes, and you can no longer initiate messages to the customer. ### For Live Chat 1. When a visitor initiates a chat, you’ll see it in the All **Chats** section. 2. Click on the chat to start responding. 3. Type your message and hit **Send**. 4. If a visitor leaves the website or becomes inactive, you can still send messages that the visitor can view upon returning to the website. ### Reply instantly with Flash Responses Flash Responses/ Canned Responses allow agents to reply with **predefined quick replies** for common customer questions. 1. Inside a chat input box, type `/` to trigger the Flash Response menu. 2. Select the predefined response from the list. 3. Customize the response if needed. 4. Click **Send** to deliver the message instantly

*** ## Adding Notes to a Chat Notes help agents keep track of important context in a conversation. 1. Open a chat. 2. Click on the **Note** button at the bottom of the chat interface. 3. Enter the note text that you want to add. 4. Click **Send** – the note will be visible to agents but hidden from customers.