Chats and tickets
There are three different chat types:
- Chats - Lists all chats that are currently open
- Closed - Lists all chats that were closed by either the end-user or the agent once the issue has been resolved
- Tickets - Lists all chats that were received outside of business hours or when agents were unavailable
In each tab, chats are grouped by agent with an indication of the total number of chats for that agent.
To view summary information about a specific agent's chats, select the agent from the list. For more detailed information about a specific chat, select the chat from the list.
If you select a live chat, you can view the chat between the agent and customer in near real-time.
Supervisors cannot participate directly in the live chat. They can add comments using the Comments tab on the right as shown below. Tag the agent using the '@' sign to notify them of your comment.
Assign a live chat to a specific agent as shown below:
Select the department and/or agent where you want to transfer this chat. You can select a specific department (if set up), a specific agent within a department, or any specific agent (regardless of department).
Only agents that are currently online and available are listed in the drop-down. The pop-up automatically refreshes when it is first opened. Use the 'refresh' button (shown below) to refresh the list of available departments and agents manually.
You cannot transfer a live chat to a department where no agents are available to receive the chat.
You can select a closed chat to review and reach out to your customers by sending a message via WhatsApp or SMS (depending on the channel the end-user originally engaged on).
If outside of the 24hour contact window, pre-approved WhatsApp templates are required for business-initiated customer engagement via the WhatsApp channel. Ensure you have WhatsApp templates set up in your user portal before trying to make contact with a customer on a closed ticket.
Tickets are grouped into one of the categories below. You can view any ticket and message the customer similar to how you would with Closed chats.
- Unassigned - lists all tickets that have not been assigned to any agent yet
- Assigned - lists all tickets that have been assigned to agents already
- Closed - lists all tickets that have been closed.
As a Supervisor, you can assign, close, or open a ticket by hovering over the unassigned ticket.