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 | 1 –Bind chat client to contact card 2 – Current Link to the current chat card 3 – Chat actions 4 – Message separator 5 – Message status 6 – Pre-clipboard for files 7 – Input field expansion 8 – Send message button 9 – Current open chat 10 – New unopened chat 11 – Chat put on hold 12 – Knowledge base 13 – Attaching files 14 – Templates 15 – Emoji |
Types of message separators in chat:
Message separator | Display conditions | ||
|---|---|---|---|
{Chat-Number} started by Client • {Channel name} | The client initiated a chat in the channel | ||
Started by {Agent name} • {Channel name} | Initiating a chat by an agent through the chat card with the help of 'Continue chat' button Initiating a chat by an agent through a contact card with the help of “Communication options” detail | ||
Closed by {Agent name} • {Time} | Chat closed via communication panel:
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Closed by manual action • {Time} | The chat is closed via the chat card with the help of еру ‘Closed’ checkbox The chat is closed through the Beesender chats section with the help of the ‘Close chat’ button
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Closed by process• {Time} | Chat closed using chatbot, the business process of which contains the 'Change data' element of the chat, where the value of the chat closing method is “Closed by process” | ||
Closed by {Chatbot name} • {Time} | Chat closed using chatbot, the business process of which contains the 'Change data' element of the chat, where the value of the chat closing method is not set | ||
Closed by automatic process – No answer from Client • {Time} | The chat was closed automatically due to the fact that the client does not respond (the ‘Close chats without messages’ setting is enabled and a value is set for it 'Time for closing chat after last message (minutes)') | ||
Transferred by Automatic process • {Time} | The chat was transfered automatically due to the fact that the agent does not respond to the client in the chat within the time set in the setting 'Time for changing agent (minutes)' (‘Transfer chats without agent answer’ setting enabled) | ||
Transferred by {Agent name} • {Time} | Transferring chat through the communication panel:
Transferring chat to a free agent using a chatbot |
To learn more about each feature, please use the following links:
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