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 tab.

1. Select the chat you want to take over.

1. 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.

1. Click the Close Chat button.

1. 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.

1. Select the chat that needs to be reopened.

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

How to assign conversations to agents?

Assigned by agent

1. Open the chat you wish to reassign.

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

1. 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.

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Replying to a Chat

For WhatsApp

Within Conversation Window

1. Open an active chat in the Conversations tab.

1. 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.

1. Type your message in the text box.

1. Click Send to deliver the response instantly.

Outside Conversation Window (Beyond 24 Hours)

1. Select the chat from the list.

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

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

1. Click Send to initiate the conversation again.

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 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

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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.