> For the complete documentation index, see [llms.txt](https://docs.quickreply.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.quickreply.ai/product-modules/conversations/managing-chats.md).

# 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.

* Navigate to the[ Unassigned Chats](https://docs.quickreply.ai/product-modules/conversations/concepts#unassigned-chats) tab.
* Select the chat you want to take over.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FI0MqV7YB3rIuTEGUHPwg%2Funknown.png?alt=media\&token=a04784df-4afc-422d-9e4a-589627084d27)

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FVwUbNcX9x03IQYC2Amcx%2Funknown.png?alt=media\&token=2c49c70a-fe93-4c77-bd02-8d75d847e928)

#### How to close a chat?

* Open the conversation that needs to be closed.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FjSWdP8WYCSRL7J3D9mTA%2Funknown.png?alt=media\&token=132c8d36-dde5-4374-8eec-6207e89d357f)

* Click Close Chat. In the Chat Disposal dialog, search for and select the reason for closing, or click Close without disposition.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FxpJ5lF5uz0hl4tgVKLIS%2Funknown.png?alt=media\&token=7a62ecf6-b4c1-4078-8e39-0c5724364036)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fp6tuN6xjviaAeObZRJK5%2Funknown.png?alt=media\&token=a0340353-7cdf-4d14-adaf-c4e27dc14f18)

* The conversation status will be marked as Closed.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F0wwAVCXHTaCFCsahunku%2Funknown.png?alt=media\&token=dc46d83d-5664-4c98-b729-228659bd23fd)

OR

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FoGFmhblmTPa1RlNlN5Tu%2Funknown.png?alt=media\&token=330f8877-4f16-436e-be5a-adbdeddf28bd)

#### How to reopen a closed chat?

* Open the All Status quick filter, select Closed under Conversation Status, and click Apply.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FpDweRvJLBHLqYwAPeCOb%2Funknown.png?alt=media\&token=00dd5b7b-fc0c-4bc9-9c6f-15349d9c77d5)

* Select the chat that needs to be reopened.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FQ8S763mtq0rePibUNffs%2Funknown.png?alt=media\&token=46eb28d1-6112-4681-95f7-493741506f59)

* The bottom bar shows “This conversation has been closed. Please re-open to send a message.” Click Re-open to move the chat back to open conversations.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FxkbnloN2MUPGAvdyEJXi%2Funknown.png?alt=media\&token=9546a056-669e-4e36-8a2e-2583c0bab984)

#### How to assign conversations to[ agents](https://docs.quickreply.ai/product-modules/conversations/concepts#agents)?

**Assigned by agent**

* Open the chat you want to assign. If no one is assigned yet, the header shows No agent assigned yet: click Assign to and select an agent. If the chat is already assigned, the header shows Assigned to with the agent’s name; follow the steps below to reassign it.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FSQ5W6kgAgC2vY1CeWm9x%2Funknown.png?alt=media\&token=b2e96ccf-e31c-4fdf-bd07-4d8d30dda5a4)

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FuAwNnOwqMaTpH6zx46Gu%2Funknown.png?alt=media\&token=8264b17c-4654-4d80-82d8-41085fa3e83a)

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FI46DVE2INjEfkyl4r2VB%2Funknown.png?alt=media\&token=563936b0-daa8-4c8c-9049-b0c34c235228)

<br>

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

***

#### How to send a transcript or block a user?

* Open the chat and click the ⋮ menu in the conversation header.
* Select Send Transcript to send a copy of the conversation, or Block to stop the customer from messaging your business.

### Replying to a Chat

For WhatsApp

**Within**[ **Conversation Window**](https://docs.quickreply.ai/product-modules/conversations/concepts#conversation-window)

* Open an active chat in the Conversations tab.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FcOKO1QHS45gqlE8uNWUD%2Funknown.png?alt=media\&token=1dd935eb-e2e5-44cb-87d8-9f3afac97139)

* 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.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FIPmkRwoey4vemTEED08I%2Funknown.png?alt=media\&token=496b65ec-d0bc-43b0-a2bd-163e459297a3)

* Type your message in the reply box. Use the + menu to add File Attachments, a Template Message or Canned Responses, and the B, I, S and emoji buttons to format your message.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FJalgLxjkar1OYuJp13dQ%2Funknown.png?alt=media\&token=28054af0-c3c1-42d4-b792-2fda235997c6)

* Click Send to deliver the response instantly.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FQOkXmpXDC8pqkSZKEH4f%2Funknown.png?alt=media\&token=716c28c7-bed3-4ab2-a0f5-e6a160d50000)

**Outside Conversation Window (Beyond 24 Hours)**

* Select the chat from the list.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F84WervNaEpVBv5Kz2TYg%2Funknown.png?alt=media\&token=e61ec233-db35-4fa1-a2f3-dc62c9e7ec08)

* Click on “+” and click on Template Message and choose a pre-approved WhatsApp template from the QuickReply template library.&#x20;

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F8nXK3eKl1I0SsL5QEO2g%2Funknown.png?alt=media\&token=4d9d87a4-cd3b-4104-b035-47a690448bed)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FThelsAmVnCkh4eIqGAYd%2Funknown.png?alt=media\&token=9916e6d1-0824-48c8-b23f-2d681bc50396)

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fksu1HonLsYQWqoOW2n8p%2Funknown.png?alt=media\&token=8177eb57-240e-4a60-aaa6-834cc32d4074)

* Click Send Template.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FSrVMv7E8n0BM2ocTVToX%2Funknown.png?alt=media\&token=6328cb07-98f0-4e7d-87f4-1c8670621ce0)

Note: 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.

For a chat where the customer did not send a message, the 24-hour customer service window will not reset and you will be able to send a template only using the “Send a Template” button.

1. Select the chat from the list.
2. Click on Send a Template.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FoxxNoSv88n2uVC2dLxkz%2Funknown.png?alt=media\&token=8083b3ba-c8dd-4f72-a99d-08dde8901c08)

3. Choose a pre-approved WhatsApp template from the QuickReply template library.&#x20;

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F23wZnDlye598QDdyTcVC%2Funknown.png?alt=media\&token=4671df34-78fc-41cf-af82-7da2183ecda5)

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

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FcTTPyqJAzmRe0CFdakyj%2Funknown.png?alt=media\&token=a1bc0bba-3871-4a17-9d5c-9cf4a74dd613)

5. Click Send Template.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FAytOzXKX6Q73dU0D187k%2Funknown.png?alt=media\&token=83c8bec8-170b-44dc-8570-2a46b419b915)

#### For Instagram / Facebook Messenger

**Within Conversation Window**

* Open the chat from the Conversations module.
* Type your response.
* 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.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fk3FWPyi3fDz7psyS4Llh%2Funknown.png?alt=media\&token=25ef831b-7d5b-4d57-a8b6-df84cf945993)

#### For Webchat (Live Chat)

* When a visitor initiates a chat, you’ll see it in the All Chats section.
* Click on the chat to start responding.
* Type your message and hit Send.
* 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 Canned Responses

Canned Responses allow agents to reply with predefined quick replies for common customer questions.

* In the reply box, click + and select Canned Responses, or type /.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FH2BNGXVF3m46Kweh9VEr%2Funknown.png?alt=media\&token=80216d94-996d-4827-95a4-2ba3e2d8ebbb)

* Select the predefined response from the list.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F5CGcoBIzVZyFdJY4KkGa%2Funknown.png?alt=media\&token=89205962-28f8-436e-bc00-edf8d7e645fe)

* Customize the response if needed.
* Click Send to deliver the message instantly

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fsk0PMIrAAk6CEtnLcj9y%2Funknown.png?alt=media\&token=85823bbc-81cf-4c48-9537-cd7ec00613f9)

***

### Adding Notes to a Chat

To add or view internal notes in a conversation, see Agent Notes for the steps.

<br>