Unassigned Messages

when using engati's conversational automation platform, customers can chat with chatbots or human agents on websites, whatsapp, and other channels if a customer sends a message through one of these channels, but there is no chatbot or human agent assigned to handle messages from that channel, the message will go to the "unassigned messages" tab availability availability the supervisor can see the unassigned tab under messages assign messages assign messages a supervisor/owner can choose to assign a messages to an available agent or pick it up themselves if assigned to an agent, then it shows up as a new request for that agent filters filters 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 > unassigned() 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 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 > unassigned() 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 the unassigned messages tab is a key component of efficient customer service management it ensures that all customer messages are captured and addressed, regardless of the channel or category from which they originate if you face any issues or queries please reach out to us at support\@engati com mailto\ support\@engati com