#440: Working with chats

The Chats section is designed for quick processing of chat-based requests. User inquiries that require faster processing and response than in the Requests section are sent here.

You can access the Chats section from the side menu:

List of chats

The left side of the screen displays a list of chats:

1. Status - shows the status in the chat where your user is located. More details.
   Status can be changed by selecting the desired one from the list:
2. Filters - a list of all available filters, as well as the ability to create your own. More details.
3. Search - quick search for chats.
4. Preview of the chat. Shows the chat number, topic, and the beginning of the last comment.
5. Date of the last update in the chat.
6. Status of the chat. Similar to the statuses of requests. More details.

User statuses

Online - chats will be assigned to an employee through auto-assignment. Set manually.

In chat - set when an agent responds for the first time in any chat to change their status. Set automatically.

Offline - permanent status where no chats are assigned to the agent. To change the status to Online, it must be set manually.

Chat completion - temporary status for 10 minutes, set automatically by the system after completing a chat. This is done so that the agent can fill out a ticket, write to the client, create an article, etc. After 10 minutes, the status will automatically change to Online so the agent can continue working in the chats.

In progress and Break - new requests are not assigned to the employee through auto-assignment and are not removed by the balancer if reopened. The difference between these statuses is only in the name, which helps the manager understand what the employee is doing:

• Status Break means that the employee has stepped away, for example, for lunch or coffee.
• Status In progress means that the employee is busy with a task and cannot take new requests at the moment.

Employees

Below the list of chats, there is a tab Employees:

On this tab, you can quickly understand which employees are in a certain status; the status can be selected from the menu (1), and in the search bar (2), you can quickly find the right colleague by typing their name. If there are many employees, select the next page of the list (3).

The list of employees is updated every minute; if you need to update it right away, use the button to the left of the status selection.

Chat correspondence

By clicking on a chat in the list, you can go to the chat page and start/continue the correspondence.

On the left side of the chat page, there is a list of chats according to the selected filter. In the middle, there is the actual message block. On the right, there is a block with chat attributes, corresponding to the attributes on the request page: search, KCS articles, participants, assets, skills, product, time tracking, and custom fields.

At the bottom of the message block, there is a reply block with text formatting elements if the client is messaging from their personal account. Tooltips for the formatting buttons are visible when hovering over each button:

A sent reply can be edited or deleted; the corresponding buttons are visible when hovering over the reply:

You can reply to a specific message with a quote using the 'Reply to message' button:

To insert a template, click the T button - a template selection window will open:

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