Chat management

Once you have enabled chat, you will start receiving chat requests. Chats are always initiated by your followers. If you want, you can engage them by using different engagements (check next sections such as Message, Promo, Coupons, etc.)

Here you can find all chat conversation between your followers and your customer care agents.

On this screen you can:

1. See conversations and messages within them

2. Search Conversations

3. List of all finished chats that belong to me and other agents

4. Takeover unanswered conversations

5. Overtake active conversations from other agents

6. Go to basic chat analytics

7. Send an engagement

8. Send canned responses

9. Filter incoming messages to see:

  • My Chats
    • Shows all my active conversations

 

  • Unanswered chats
    • Shows a list of unanswered chats from which I can take new chats

 

  • Active chats
    • List of all active chats that belong to me and other agents

 

  • Finished conversations
  • List of all finished chats that belong to me and other agents
  • Takeover unanswered conversations
  • Overtake active conversations from other agents
  • Go to basic chat analytics