Chat actions

At top of the agent panel, that has an open chat, you can see «Сhat actions» element –

Click to call next chat actions:

Transfer chat

You can transfer the chat to group of agents, another agent or chatbot if necessary

Open

1. Open the chat with the customer you want to transfer to another operator.

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

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

4. 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.

Open

After successfully transferring a chat to another agent, the reason of 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 message separator by clicking on the arrow .

Run a process

Unbind contact from channel

If you have the «Customer 360» app, the «Unbind contact from channel» process is available by default.

Open

1. Open the chat with the customer where you want to unbind contact from channel.

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. 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.

4. Select a business process «Unbind contact from channel» from the list.

5. The selected business process will be launched.

Create a сase

If you have the «Case Management» app, the «Create a сase» process is available by default.

Open

To create a case based on the current chat with a customer, follow these steps:

1. Open the chat with the customer for whom you want to create a case.

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. 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.

4. Select a business process «Create a сase» from the list.

5. In the form that opens, fill in the required fields, especially the "Subject" of the case

6. Save the case

Create a lead

If you have the «Lead Generation» / «Lead and Opportunity Management» app, the «Create a lead» process is available by default.

Open

To create a lead based on the current chat with a customer, follow these steps:

1. Open the chat with the customer for whom you want to create a lead

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. 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.

4. Select a business process «Create a lead» from the list.

5. In the form that opens, fill in the required fields, especially the "Customer Need" field

6. Save the lead

Hold chat

1. Open the chat with the customer that you want to pause (hold).

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. Click Pause, or in the answer box type / and select /hold, or type /hold and press enter.

Open

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).

If you want to remove a chat from pause, you need to:

1. Open the chat with the customer that you want to remove from pause.

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. Click On hold, 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.

Open

1. Open the chat with the customer for which you want to add the tag

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

3. Click Tag chat

4. Click +

5. In the opened window, enter the Name and select Type of your new tag.

6. Click Save

As a result, a new tag will be created in Creatio. After selecting a tag, the current open chat will be marked with that tag.

Close chat

If you have completed the dialogue with the client, the chat must be closed

Close chat by “Chat actions” menu

Open

1. Open the chat with the customer that you want to close

2. Click the Сhat actions menu (three-dot icon in the upper-right corner of the chat).

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

4. 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

Open

1. Open the chat with the customer that 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.