📖Chat Windows

This page contains all the necessary info about the chats section in Inbox panel.

Chat Section Overview - Omni-Channel Inbox

The chat section provides a unified view of all user interactions with the bot across various platforms. This allows for efficient conversation management and ensures a seamless experience for both users and support agents.

User Information

The chat section displays key user details in separate columns, including:

• User Name

• Phone Number

• Email

These details help in quick identification and provide context for better customer interactions.

Tag Assignment

1. Assign tags to specific chats for better categorization and tracking.

2. To create a new tag, click on the "Create Tag" button in the dropdown menu.

Assigning a Live Agent

1. Assign a live agent to handle specific chats when required.

2. If a new agent needs to be added, use the "Create Agent" button in the dropdown menu.

Chat Status

1. Assign a status to each chat for better tracking.

2. To create a new status, click on the "Create Status" button in the dropdown menu.

Actions

The action column provides the following options for each chat:

• Call the user directly.

• Delete the chat if needed.

• Copy the chat content for reference.

Chat Window Features

When you open a chat, multiple tools and options are available to manage the conversation efficiently.

Top Navbar Tools

Chat Translation

Instantly translate the chat into your preferred language by clicking the Translate button.

Transfer Chat

Easily transfer an ongoing chat to another agent using the Transfer button.

Download Chat Transcript

Click the Download Transcript button to save the complete chat history for reference or documentation.

Tag and Status Assignment

1. Assign tags and statuses directly within the chat window.

2. Create new tags or statuses using the dropdown menus provided.

Quick Replies

Quick replies enable agents to respond faster using pre-defined messages, ensuring consistency and efficiency in customer interactions.

Visitor Profile (Left Sidebar)

The Visitor Profile section provides key details about the user interacting with the bot, including:

• Name

• Location

• Phone Number

• Email

• Any custom attributes such as preferences or additional details

These details help agents provide more personalized support.

Using Filters in the Inbox Panel

The inbox panel offers various filters to help you categorize and manage chats based on different parameters.

Available Filters

You can filter chats using parameters such as:

• Tags

• Status

• Assigned Agent

• Other Custom Attributes

How to Apply Filters

1. Open the inbox panel.

2. Select the desired filter from the dropdown menu.

3. The relevant chats matching your selection will be displayed.

These filters allow for better organization, making it easier to navigate and manage your chat inbox.