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
Assign tags to specific chats for better categorization and tracking.
To create a new tag, click on the "Create Tag" button in the dropdown menu.
Assigning a Live Agent
Assign a live agent to handle specific chats when required.
If a new agent needs to be added, use the "Create Agent" button in the dropdown menu.
Chat Status
Assign a status to each chat for better tracking.
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
Assign tags and statuses directly within the chat window.
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
Open the inbox panel.
Select the desired filter from the dropdown menu.
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.
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