Chat

Desk360 Chat Interface allows you to communicate with users in real time. When you click the "Chat" button in the admin panel interface, you gain access to the chat list and customer profiles.

1 - Left Area: Active and Archived Chat Lists

2 - Middle Area: Conversation space with the customer

3 - Right Area: Customer profile and general information section

Chat List Overview

The chat list is divided into two main categories:

• Active Chat List: Contains conversations with users that are still within the 24-hour messaging window. You can continue messaging all users in this list.

• Archived Chat List: Contains chats that have either passed the 24-hour messaging window or have been resolved for a specific reason. Chats that haven't completed the 24-hour period can be moved back to the active list.

---

b) Status Selection

Users can update their status based on their current availability. After each status change, the timer below resets and starts counting again. Status descriptions are as follows:

• Online: When the user is online, they can receive new customers and chat requests in the queue. They have access to both active and archived chats.

• Invisible: The user cannot receive new customers or chat requests but can continue chatting with their current customers. They have access to both active and archived chats.

• Break: The user cannot receive new customers or chat requests but can continue chatting with their current customers. They have access to both active and archived chats.

• Offline: The user cannot receive new customers or chat requests and cannot continue chatting with their current customers. Only archived chats are accessible. If a user switches from Online to Offline, their active chats are reassigned to others in the queue.