Accepting an inbound chat

1. Description

Chats are displayed in the left panel under the chats tab.

There are such lists in the chat tab:

1. Active chats;

2. Self-assigned chats;

3. Closed chats.

1.1. Active chats

When chat is automatically allocated to an Agent, an audible alarm accompanies an inbound chat.

In the left panel, the chat currently open in the central panel is highlighted with a thick border. The border color depends on the chat status:

• New chat — green border with a filled chat icon (Fig. 1).

• Active chat — orange border with a filled chat icon (Fig. 2).

Next to the Active chats list name, three counters are displayed:

• gray — total number of the Agent's active chats;

• orange — number of active chats among them;

• green — number of new chats among them.

A similar orange counter is displayed next to the Chats tab icon and indicates the number of active chats.

Above the list of active chats there is a search field (Fig. 4).

The search is performed by the client's name, which is displayed in the chat card header.

After entering a value, the list displays only chats whose client name matches the entered query.

The background color of the message text in the chat preview corresponds to the sender of that message:

• yellow — message from the client (Fig. 5);

• gray — message from the Agent (Fig. 6);

• white — message from the bot (Fig. 7).

The following options for chat acceptance can be outlined:

1. Automatic chat acceptance;

2. Manual chat acceptance.

When a Contact is identified, the central block shows the full message history linked to that Contact. Chats from all connected messengers are visible. The Contact's information appears on the right block.

If several Contacts are found, the Agent chooses the Contact to link the chat to. After linking, the chat history of the selected contact is displayed.

The chat history displays all chats, regardless of which Agents participated in the conversation.

When hovering over the icon  located at the beginning of the conversation, the messenger icon and the chat gateway name of this conversation are displayed.

1.1.1. Automatic chat acceptance

In case of automatic chat acceptance, the chat received by the Agent is accepted as soon as it arrives — without clicking the acceptance button.

1.1.2. Manual chat acceptance

If automatic chat acceptance is not configured, chats are accepted by clicking the Accept button in the centre panel.

Inbound chat is displayed in the left block, and the message history of this chat is displayed in the central block. To accept such a chat, click the Accept button in the central block (Fig. 8).

1.2. Self-assigned chats

This list is displayed to all Agents of this Queue, i.e. any Agent can select any waiting chat for connection. If a chat has been accept by any Agent servicing this Queue, this chat is removed from this list (Fig. 9).

Unlike automatic chat distribution, adding a new chat to the list of chats waiting to be connected to the Agent is not accompanied by a sound signal.

To accept a chat, you need to click the  button to the record of a particular chat.

The scale under the entry shows the waiting time of the Subscriber. The color changes depending on the percentage of the waiting time to the time entered in the Max wait time field of this Queue:

• Green - < 50 %

• Yellow - 51-75%

• Red - 76% <

Self-assigned chats are enabled on the Parameters detail page of this Queue.

After accepting a chat, the central block opens the history of communication between the Subscriber and the chatbot, the ability to send a message to the Subscriber, and other options. 

After accepting a chat, it is listed in the Active chats section.

If self-assigned distribution is enabled, you can accept several chats. The maximum number of waiting chats is specified in the Max wait count field on this Queue's  Parameters tab.

1.3. Closed chats

Here, closed chats in which the Agent participated are displayed.

Only chats from the current day are displayed.

A counter is also displayed — the number of closed chats for the current shift (Fig. 10).

Reasons for closing the chat:

•  — the Subscriber closed the chat;

•  — the Agent closed the chat;

•  — the response time expired.

Clicking on an entry opens the message history in the central block,

The list is sorted by the time the chat was closed, in descending order. The 10 most recently closed chats are displayed first. If there are more than 10 closed chats, a More button appears (Fig. 11). After clicking the More button, the next 10 closed chats appear.