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Chats

The "Chats" page allows you to manage chat sessions with customers, view conversation history, and analyze service quality. Here you can track all customer interactions through various communication channels.

Page Overview​

The chats page provides functionality for managing customer communications:

Main Functions​

  • View chat list - all active and completed chat sessions
  • Search chats - quick search by customer, operator or content
  • Filter chats - by status, communication channel, date
  • View history - detailed conversation with customers
  • Chat management - closing, forwarding, escalation
  • Chat analytics - service quality statistics

Chat Information​

The list displays:

  • Customer - customer name and contact details
  • Operator - employee responsible for chat
  • Communication channel - communication method (chat, messenger, email)
  • Status - current chat state
  • Creation time - when chat started
  • Last message - time of last activity

Step-by-Step Instructions​

How to View Chat List​

  1. Go to "Chats" section from main menu
  2. Study list of active chats:
    • New chats (require response)
    • Active chats (in communication process)
    • Completed chats (closed sessions)
  3. Use filters to find needed chats

How to Open Chat for Viewing​

  1. Find needed chat in list
  2. Click on chat to open detailed view
  3. Study conversation history:
    • All customer and operator messages
    • Time of each message
    • Message delivery status
    • Attached files

How to Reply in Chat​

  1. Open chat for viewing
  2. Find message input field
  3. Write response to customer
  4. Attach file if necessary
  5. Send message

How to Close Chat​

  1. Open chat for viewing
  2. Click "Close Chat" button
  3. Select closing reason:
    • Problem solved
    • Customer not responding
    • Transfer to another specialist
  4. Confirm closing

How to Forward Chat​

  1. Open chat for viewing
  2. Click "Forward" button
  3. Select new operator from list
  4. Add comment about forwarding reason
  5. Confirm forwarding

Chat Types​

Active Chats​

  • New - just received chats
  • In progress - chats being processed by operators
  • Awaiting response - chats where customer is waiting for response

Completed Chats​

  • Closed - successfully completed chats
  • Transferred - chats transferred to other specialists
  • Archived - old chats moved to archive

Chat Statuses​

Main Statuses​

  • New - chat just received, requires processing
  • Active - chat in communication process
  • Awaiting response - operator waiting for customer response
  • Closed - chat successfully completed
  • Transferred - chat transferred to another operator
  • Archived - chat moved to archive

What Statuses Mean​

  • New - need to take into work
  • Active - chat being processed
  • Awaiting response - waiting for customer reaction
  • Closed - task completed
  • Transferred - another specialist working with chat
  • Archived - chat completed and saved

Communication Channels​

Supported Channels​

  • Web chat - chat on company website
  • Telegram - through Telegram bot
  • WhatsApp - through WhatsApp Business
  • VK - through VKontakte messages
  • Email - email correspondence
  • Facebook Messenger - through Facebook

Channel Features​

  • Web chat - quick responses, file transfer capability
  • Messengers - convenience for customers, mobility
  • Email - formal communication, document flow
  • Social networks - informal communication

Frequently Asked Questions​

How to Quickly Respond to New Chats?​

Recommendations:

  1. Set up notifications - receive alerts about new chats
  2. Use templates - create ready responses to frequent questions
  3. Prioritize - respond to urgent questions first
  4. Work in team - distribute workload between operators

What to Do If Customer Doesn't Respond?​

Actions:

  1. Wait reasonable time - usually 15-30 minutes
  2. Write reminder - politely remind about chat
  3. Offer alternatives - phone, email, other channel
  4. Close chat - if customer doesn't respond for long time

How to Handle Complex Questions?​

Strategy:

  1. Don't rush with response - study question carefully
  2. Use escalation - transfer question to specialist
  3. Gather information - ask clarifying questions
  4. Document solution - record successful solutions

How to Analyze Chat Quality?​

Metrics for analysis:

  • Response time - how quickly you respond to customers
  • Resolution time - how much time you spend solving question
  • Satisfaction - customer ratings
  • Number of messages - communication effectiveness

Tips for Effective Work​

Quick Responses​

  1. Use templates - create library of ready responses
  2. Set up auto-replace - for frequently used phrases
  3. Work in parallel - process multiple chats
  4. Prioritize - important and urgent questions first

Quality Service​

  1. Be polite - use friendly tone
  2. Answer to the point - give specific answers
  3. Ask questions - clarify problem details
  4. Offer solutions - don't just answer, help

Work Organization​

  1. Group similar questions - process them together
  2. Keep statistics - track effectiveness
  3. Learn from experience - analyze successful solutions
  4. Improve - study new work methods

Team Work​

  1. Coordinate actions - work in coordination
  2. Share experience - tell about complex cases
  3. Help colleagues - support each other
  4. Learn together - conduct joint analysis

Automatic Updates​

The page automatically updates chat information, so you always see current statuses and new messages.

  • View chats → "Chats" section
  • Open chat → click on chat in list
  • Reply in chat → input field in chat interface
  • Close chat → "Close" button in chat
  • Forward → "Forward" button in chat
  • Chat analytics → statistics in "Chats" section