All Messages
The "All Messages" tab in Engati allows supervisors and account owners to see all chats taking place across all channels in one view. This gives them a bird's-eye view of all customer conversations.
For example, they can see chats happening on the website, Facebook Messenger, WhatsApp, and any other channels the business uses Engati on. This helps supervisors monitor conversations and make sure customers are getting prompt, high-quality responses.
The All Messages section can be accessed in the Messages Tab. The supervisor can see all the Messages in the Messages tab but the agent can see only the chats that were assigned to them.
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 > All() 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)’.
- Saved filter group : allows users to save and reuse predefined filter criteria.
- 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.
- Managed by : allows users to filter messages based on the agent responsible for handling them.
- Active Agent Conversations : displays only the conversations that are currently being handled by agents.
- Last Message : enables users to filter messages based on the different categories of the last message received. The drop-down menu provides various categories, such as ‘Bot’, ‘Agent’, ‘Broadcast’, and ‘User’.
- 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 the current status of the conversation. The drop-down menu provides various status options, such as ‘New’, ‘Active with bot’, ‘Active with agent’ and ‘Resolved’.
- Tags : allows users to filter messages based on the tags that have been applied to them.
Note – The filters show the results based upon the union of the results and not the intersection.
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 > All() 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.
If you face any issues or queries please reach out to us at [email protected]
