At top of the agent panel, that has an open chat, you can see Chat action element – 
Click to call next chat actions:
Transfer chat
You can transfer the chat to another agent or chatbot if necessary
Click
Transfer chat and select an agent group or chatbot or in the answer box type / and select /forward, or type /forward and press enterEnter a message indicating the reason for transferring the chat and press
Transfer chat.
The process of searching for a free agent from the selected group will start if the chat is transferred to a group of agents.
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If a free agent from the group is found, the chat will be transferred to the found agent and disappear from the list of chats in the current agent window. |
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If the free agent is not found from the group, then there will be a window with the text: Not free agent in group. Choose another group and the chat will remain on the current agent. |
The chatbot process will start if the chat is transferred to the chatbot. The chat will disappear from the list of chats in the window of the current agent.
After successfully transferring a chat to another agent, the reason for the transfer, which we indicated in the input field during the transfer, will be displayed in the communication panel only for the agent to whom the chat was transferred. You can view it in the translation separator by clicking on the arrow .
Run a process
You can start the process by a chat. By default, the Unbind contact from channel process is available.
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Note. You can add your processes using the instructions on the link. |
Click Run a process, or in the answer box type / and select /run, or type /run and press enter. A window with a list of chat business processes will open.
Select a business process from the list.
The selected business process will be launched.
Hold chat
Select a chat, that you want to hold
Click Hold chat, or in the answer box type / and select /hold, or type /hold and press enter
After you have put the chat on hold, you can go to the Beesender chats section and display the columns Hold and Holded on. The Holded column shows whether the chat is paused or not and the Holded on column shows the time at which the chat was put on hold (if the chat is not on hold, then this column is empty).
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Chats that are on hold will not be automatically closed or transferred to another agent using the appropriate settings. |
Tag chat
Tag is a standard functionality of Creatio.
You can tag chat to segment it.
Click
Tag chat In the opened window, enter the name of your new tag. The drop-down menu will display the tag types that you can create
Select tag type to finish creating a tag
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Note. When creating a tag, use the [ + ] button in the window or the “Down”, “Up” and “Enter” keys. |
As a result, a new tag will be created in Creatio. The currently opened record will be tagged with this new tag.
Close chat
If you have completed the dialogue with the client, the chat must be closed
Close chat by Chat action menu
Click
Close chat or in the answer box type / and select /close, or type /close and press enterSelect Category
As a result, the chat will be closed and disappear from the list of chats in the current agent window.
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Note. You can add your own category and subcategory. Follow the link |
Close chat by X button
Choose a chat you want to close
Click
on the right part of the chat boxSelect Category
Select Subcategory, if it’s added
As a result, the chat will be closed and disappear from the list of chats in the current agent window.
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Note. You can add your own category and subcategory. Follow the link |