Webitel: Documentation
Webitel: Documentation
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Opportunities in active chat

1. Description

An active chat is a chat that the Agent has accepted.

The following options are available in an active chat:

  1. Transferring a chat (Fig. 1.(1))

  2. Close a chat (Fig. 1.(2));

  3. Send a message (Fig. 1.(3));

  4. Processing.

Active chat.png
Fig. 1. Active chat

1.1. Transferring a chat

To transfer a chat to another operator or to another queue, use the Transfer tool (Fig. 1.(1)).

More about transfer can be found here.

1.2. Close a chat

The Close button (Fig. 1.(2)) ends the current chat.

More about closing chats can be found here.

1.3. Send a message

Messages in the chat can be sent in several ways:

  • text message;

  • file attachment;

  • emoji insertion;

  • use of quick replies.

  • Messages sent by the system are marked with a special icon image2024-4-19_21-28-56.png .

  • Operator and customer messages are accompanied by an avatar image2024-2-13_12-40-15.png .

  • The name of the operator or customer can be hidden using the settings on the Templates page of the text gateway in use.

  • Displaying customer audio and video messages is supported.

1.3.1. Text message

To send a text message, enter the text in the input field (Fig. 1.(3)) and click the send button image-20250904-124050.png or press Enter.

Before sending, the message can be edited.

1.3.2. File attachments

Files can be attached to a message in two ways:

  • using the paperclip icon image2024-2-13_12-38-32.png ;

  • dragging the file into the input field with the mouse.

1.3.3. Emoji

Emoji are inserted using the emoji button on the input field toolbar image-20250904-124612.png .
Selected symbols are added to the message text and can be sent together with it.

1.3.4. Quick replies

The operator can use pre-prepared message templates from the Quick Replies directory.

Quick replies can be invoked:

  • via the quick replies icon on the toolbar image-20250904-124649.png .

After invoking, a list of available templates opens:

  • all quick replies created without binding to a team;

  • quick replies assigned to the operator’s team or queue.

Features:

  • When a template is selected, its text is automatically inserted into the input field. It can be edited before sending.

  • To clear the input field, use the shortcut Alt + d.

Working with variables:

  • If the template contains variables (for example, ${customer_name}), they are automatically replaced with actual data from the channel.

  • If the data is unavailable, the variable is displayed as text and can be edited manually.

  • The list of quick replies is closed by clicking the icon image-20250904-124737.png in the menu.

1.4. Processing

More about chat processing can be found here.