Active Messages

the active messages section displays live chats that have been picked up by an agent and are currently in conversation with the user this provides a dedicated workspace for agents to manage their ongoing chats having all active chats in one place allows agents to focus on conversations they are currently engaged in without distractions they can take over chatting with the user naturally once assigned a chat without changing tools or screens availability availability the agent/supervisor can see the active tab under messages active messages active messages the agent/supervisor can start having messages with the users from the active tab the agent/supervisor will be able to see only those chats which they are responding to the agent can reply by typing messages in the “respond” section the agent can respond using the multiple options available adding response from the faqs added the agent can search from the faqs added in the smart response section and can reply to the user accordingly the agent can directly search using the user query from the faqs added by clicking on the vertical ellipsis and select get smart responses quick reply the agent can use the quick replies added and reply the agent can select any of the replies, edit and send it out to the end user you can select the add as a quick reply option on the text the end user send agents can now use a quick shortcut ‘/’ to search or add a quick reply in the message response box you can also provide better clarity on the quick replies, by adding a header with a description it is available under configure > live chat > add quick reply (button) enter the reply title and the quick reply for it this is how it appears in the send quick reply toggle emojis and attachments the agent can add emojis with the replies to make it more interactive the agent can also send images and files to the end user the documents will be sent as a url which the user can access quoting responses the option of quoting responses from end users is available only for web, where the agents can quote particular responses from the end users and reply back for the same by clicking on the ⋮ button the agent can also select messages from the chat to mark to train the supervisor can then train the query and the bot can respond to the query directly filter filter the agent can click on the icon next to the availability toggle to sort or filter the new chats assigned the ‘filter messages’ feature allows users to narrow down and organize their messages based on specific criteria, making it easier to find and manage relevant conversations navigate to messages > active() and click on ☵ sort messages enables users to arrange their messages in a preferred order the drop down menu provides various sorting options, such as ‘newest user first’, ‘oldest user first’, ‘recent user messages first’, and ‘recent messages first (default)’ channel enables users to filter messages based on the communication channel they were received through the drop down menu lists all available channels, such as ‘website’, ‘whatsapp’, ‘instagram’ and many more conversation closing time allows users to filter messages based on the time the conversation was closed sla non adherence enables users to identify conversations where the service level agreement (sla) has not been met the drop down menu provides various sla options, such as ‘first response’ and ‘resolution’ joined on allows users to filter messages based on the date the customer joined the conversation this filter is useful for tracking the duration of conversations and identifying any that have been ongoing for an unusually long time status enables users to filter messages based on their status of either 'active' or 'pending resolution' the agent can also click on the ' quick filters ' icon next to the filter icon to filter the new chats assigned the ‘ quick filters ’ feature allows users to efficiently manage conversations based on the retargeting window closing time navigate to messages > active() and click on whatsapp chat closing in 6/3/1 hrs all the whatsapp conversations with a reachable window open time can be filtered based on the time left to respond to each conversation sla breach for resolution enables users to identify conversations where there was a failure to resolve an issue within the agreed upon service level agreement (sla) timeframe sla breach for first response enables users to identify conversations where there was a failure to provide an initial response to a customer inquiry within the agreed upon sla timeframe chat resolution chat resolution chat resolution is about solving customer issues through chat interactions it involves listening to their concerns and providing helpful solutions promptly this helps ensure customer satisfaction and builds trust in the business's support services switch to bot the agent can switch the messages to bot and can select a path where the agent wants to redirect the user to step 1 enable the path as available for the agent step 2 now the agent will have an option to switch to bot available by clicking on the " " button the agents can only redirect to the paths that have been marked for switch to bot via the owner transfer to agent the agent can transfer to other agents of their category you can see the list of agents who are online and offline and you can assign the chat accordingly you can also assign the chat to a particular category where you can select the option of auto assign or direct it to an agent under that category if all the user queries coming in are resolved, the agent can mark the query as resolved pending resolution if there is some information required from the end user, you can mark the chat as pending resolution by clicking on " " button after marking the chat pending resolution, you’ll be able to see the an orange exclamation icon after marking the chat as resolved, it will be visible in the all chats section if you face any issues or queries please reach out to us at support\@engati com mailto\ support\@engati com