# 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**](/product-modules/conversations/concepts.md#unassigned-chats) tab.

<figure><img src="/files/AFk0XIUZExlpVNvNrc5u" alt=""><figcaption></figcaption></figure>

2. Select the chat you want to take over.

<figure><img src="/files/kjj1fFYkqTp9Fwr0IbTt" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/48XogHJaalv8ehbL3z4j" alt=""><figcaption></figcaption></figure>

### How to close a chat?

1. Open the conversation that needs to be closed.

<figure><img src="/files/oSvMdaSyAkZQ1J8qcuSn" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/3omCt55dxdzKDlYavC1O" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/srLsZLHR8K5RVMH9QXku" alt=""><figcaption></figcaption></figure>

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**.

<figure><img src="/files/XipMHG2nnhfYxU7hPjTy" alt=""><figcaption></figcaption></figure>

### How to reopen a closed chat?

1. Filter **Closed Chats** from the quick filter for Conversation Status.

<figure><img src="/files/Ih8TfHEGhlq18JJRb8N5" alt=""><figcaption></figcaption></figure>

2. Select the chat that needs to be reopened.

<figure><img src="/files/KWhyFUpGqFq5p94gCEdN" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/xFqHDK2wU8XwOGBcmczn" alt=""><figcaption></figcaption></figure>

### How to assign conversations to [agents](/product-modules/conversations/concepts.md#agents)?

#### Assigned by agent

1. Open the chat you wish to reassign.

<figure><img src="/files/shb8giMDtbv6FURsEQi4" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/WeiMvxXsMW9r8uyGABif" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/dRYFfuftMK6rdRMDFVXh" alt=""><figcaption></figcaption></figure>

#### Assigned by bot

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

<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>

***

## Replying to a Chat

### For WhatsApp

#### **Within** [**Conversation Window**](/product-modules/conversations/concepts.md#conversation-window)

1. Open an active chat in the **Conversations** tab.

<figure><img src="/files/dLwv4G3GeavpFA4FGG5s" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/Fbi8C6F6omdP6dnoJXMa" alt=""><figcaption></figcaption></figure>

3. Type your message in the text box.

<figure><img src="/files/7pAxEr0bC2JE0kcgTPlt" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/vCR6RJTI9F9WXvBArZh4" alt=""><figcaption></figcaption></figure>

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

1. Select the chat from the list.

<figure><img src="/files/UbELttWx7Tvh3VLp3AjE" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/22nYQWLSzzcqCMkCX8JG" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/sQHJyo5m690y5GCTAI0J" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/61b7mmcCPzoeUoE4KfUf" alt=""><figcaption></figcaption></figure>

{% 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

<figure><img src="/files/hWlEg3LBvCIc1UXpyx4k" alt=""><figcaption></figcaption></figure>

***

## 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.

<div align="left"><figure><img src="/files/5s3cKJNR4j5LCVln9d0A" alt="" width="375"><figcaption></figcaption></figure></div>


---

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```
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