Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 19 Next »

At top of the agent panel, that has an open chat, you can see Chat action element – (blue star)

Click (blue star) to call next chat actions:

Transfer chat

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

  1. Click (blue star)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 (blue star)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.

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.

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.

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 (blue star) 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

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

  1. Click (blue star)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.

Note. You can add your own category and subcategory. Follow the link

Close chat by X button

BeesenderBotMater_CloseChat.mp4

  1. Choose a chat you want to close

  2. Click (blue star)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.

Note. You can add your own category and subcategory. Follow the link

  • No labels