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Chat Session List

The list of chat sessions can be found in the Chat Session Console, where agents can view and manage all active and past chat sessions. This console provides a comprehensive overview of each session, including details such as the customer’s name, session status, and timestamps for when the session was initiated and last updated.

Chat session list

Filters

  • Search for Session: Use this search bar to quickly find specific chat sessions by entering a session ID or a customer’s name.
  • Filter by Status: Use this dropdown to filter chat sessions based on their current status.
    • Waiting: The chat session is waiting for a response from an agent.
    • Moving: The chat session is being transferred to another agent or queue.
    • In Progress: The chat session is currently active and being handled by an agent.
    • Solved: The chat session has been resolved and no further action is needed.
    • Canceled: The chat session has been canceled by either the customer or the agent.
    • Expired: The chat session has expired due to inactivity or reaching a predefined time limit
  • Queues Filter: Use this dropdown to filter chat sessions based on the queue they are assigned to, allowing agents to focus on specific types of inquiries or departments.

Manage Snippets

Snippets are pre-defined messages that agents can use to quickly respond to common questions or issues during a chat session. This feature helps improve response times and ensures consistent communication with customers.

Adding a Snippet

  • Title: The name of the snippet, which should be descriptive of its content for easy identification.
  • Content: The actual message that will be sent to the customer when the snippet is used. This can include text, links, or even placeholders for dynamic content.

Notifications and Popups

Notifications and popups provide real-time updates on new chat sessions and messages, ensuring that agents are always informed of incoming customer inquiries and can respond promptly.

New Chat Notification

Chat Popups

When a new chat session is initiated, agents will receive a popup notification. This popup provides a quick overview of the incoming chat, including the customer’s name and the queue to which it is assigned. Agents can click on the popup to open the chat session and begin responding to the customer.

New chat popup

Chat Messages

Agents will receive notifications for new messages in active chat sessions. These notifications appear as popups, ensuring that agents are promptly informed of any updates or responses from customers. This allows agents to maintain timely communication and provide efficient support throughout the chat session.

New message notification

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