Reason Settings

You can create different reasons based on customer requests received through Desk360. These reasons can be customized according to product features. This makes it easy to analyze what the customer is contacting you about. When you want to end an active conversation with a customer, you can move the chat to the Archive by selecting a Reason. If you wish to reconnect within 24 hours, you can move the chat back to the "Active Chat" page.

You can use the Add Reason button to create a new reason edit existing ones, or set them to inactive.

a) Creating a Reason

Click the Add Topic button to add a new topic. In the pop-up screen, enter two main pieces of information:

• Request Topic Name: A title with a maximum of 50 characters.

• Status: Can be set as active or inactive. Inactive topics will not appear on the chat screen.