Chat actions

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

• Run a process

• Hold chat

• Tag chat

• Close chat

Transfer chat

You can transfer the chat to another agent or chatbot if necessary

1. Click Transfer chat and select an agent group or chatbot or in the answer box type / and select /forward, or type /forward and press enter

2. Enter 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.

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. You can add your processes using the instructions on the link.

1. 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.

2. Select a business process from the list.

3. The selected business process will be launched.

Hold chat

1. Select a chat, that you want to hold

2. Click Hold chat, or in the answer box type / and select /hold, or type /hold and press enter

Tag chat

Tag is a standard functionality of Creatio.

You can tag chat to segment it.

1. Click Tag chat

2. In the opened window, enter the name of your new tag. The drop-down menu will display the tag types that you can create

3. Select tag type to finish creating a tag

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

1. Click Close chat or in the answer box type / and select /close, or type /close and press enter

2. Select Category

As a result, the chat will be closed and disappear from the list of chats in the current agent window.

Close chat by X button

1. Choose a chat you want to close

2. Click on the right part of the chat box

3. Select Category

4. 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.