Active Chat
a) Reassigning a Conversation
If a customer representative is unable to respond to a request in real time, the conversation can be reassigned to another available online representative. By clicking the "Assign Chat" button, a list of assignable representatives will be displayed. The list opens automatically, and once an available representative is selected, the conversation is transferred immediately.
b) Adding Tags
Tags can be added to categorize users. For example, a new customer can be marked with a tag like "New Customer". Tags are entered via the "Add Tag" button and added by pressing the Enter key. Tags can be removed at any time.
To view users with specific tags, use the filter function in the Archived Chat page.
c) Sending Template Messages
There are two ways to send a template message:
From within the chatbox
Via the "+" button at the top left
Chatbox Template Message Sending:
Predefined and approved template messages can be sent to customers in the active chat list. To send a message, click the icon located in the red area inside the message bubble. Once clicked, a list of pre-approved and ready-to-send templates will appear. If your balance does not meet the minimum requirement, template message sending is disabled and a top-up warning will be displayed.
Template Message Sending (outside of chat):
Template messages can also be sent to archived or new contacts (i.e., contacts without ongoing conversations). You must manually enter the phone number of the recipient. Bulk template message sending is not available in this section. If your balance is insufficient, the template message will not be sent and a top-up warning will appear.
c.1) Sending Template Messages Outside of Chat List
Template messages can be sent not only during active conversations but also to users from new or archived chats via a dedicated interface.
When the "+" button is clicked, a screen opens where the recipient’s phone number must be entered. Only one phone number is allowed in this field. For sending messages to multiple recipients, please refer to the relevant page.
Once the number is entered, the template message selection screen appears. Only one template message can be selected. By hovering over the eye icon, you can preview the content of the selected template. You then proceed to the final review step.
The phone number is reviewed for final confirmation. When the Continue button is clicked, the selected template message is sent.
d) Ending a Conversation
Before ending a chat, a “Reason” must be selected. The reason list can be managed from: Main Panel → Chat Settings → Request Topics section. After selecting a reason, click the adjacent "Confirm" button to close the conversation. It will then be moved to the Archived Chat List.
The chat will not return to the active list unless a new message is received from the customer. If the 24-hour messaging window is still valid, the conversation can be manually moved back to the active chat area.
After adding a new reason in the panel, please refresh the page to make sure it appears in the list.
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