Chat Card Features and Capabilities
- Aleksandra Yakutovich
- Tatiana Vecherskaia (Unlicensed)
- Anastasia Lipskaya (Unlicensed)
To get to the card of the chat you are interested in, you need to open Beesender chats section, click on the name or select the entry and click on the Open button.
Through the chat card, you can also reopen a closed chat using the Continue chat button.
Record profile
On the left of the chat card there is the following group of fields:
Name contains the prefix "Chat-" + chat number (not editable).
Closed checkbox with which you can close or reopen the chat.
Contact — if the client in this chat is linked to a contact, then this field will be filled in with the corresponding contact.
Channel — shows the channel in which this chat was (not editable).
Contact’s channel name — shows the name of the current client (not editable).
Agent — shows the agent who was last in this chat.
How the chat was closed (not editable).
Type
Category (not editable) (How to add your own chat category?).
Chat Subcategory (not editable) (How to add your own chat subcategory?).
Types of ways how a chat was closed
Closed by Agent | Chat was closed by an agent through the communication panel:
|
Closed manually | The chat is closed through the chat card with the help of the ‘Closed’ checkbox The chat is closed through the Beesender chats section with the help of the ‘Close chat’ button |
No answer from Client | 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)') |
Closed by client | 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 client’ |
Closed by Process | 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’ |
Information profile
On the top right you can see a group of fields that displays the following information about the chat:
1 column:
Created on — is filled with the creation time of the chat.
Chat closing time — filled with the closing time of the chat.
Last Post Time — filled with the time of the last message in the chat.
Last Post Author — filled with the name of the author of the last message in this chat
2 column:
Closed — the checkbox that shows whether this chat is closed
Chat duration — is filled with a time value that shows the duration of the chat.
Number of human agents in the chat — filled with the number of agents who communicated in this chat.
Number of sessions in the chat — filled with the number of sessions in this chat (the value will increase if the chat reopens).
All fields except the 'Created on' will be filled in after the chat is closed.
Tabs
The chat card has 5 tabs:
Messages
Agents
Statistics
Files
Feed
Messages tab
Messages tab contains Messages detail. This detail contains all messages that were in this chat, indicating the author, time of creation, content.
This detail displays the following fields by default:
Created on
Text
Agent
Author
In this detail, it may be useful to display the 'Status' field, which will show the status of messages sent by the agent.
Agents tab
Agents tab contains Agents and Chatbots detail. This detail contains records that shows all the agents that were assigned to this chat, the time and the method of assignment.
This detail displays the following fields by default:
Agent
Chat
Agent selection method
Started at
Types of agent selection methods
First distribution | The client writes to the channel and the chat is distributed to a free agent, who is linked to this channel. |
Automatic transfer | The chat was transfered automatically to another free agent 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). |
Bot transfer | The chat was transferred by the chatbot to a free agent. |
Agent transfer | Transferring chat to a free agent or chatbot through the communication panel:
|
Agent self-distribution | Initiating a chat by an agent through the chat card with the help of the 'Continue chat' button. Initiating a chat by an agent through a contact card with the help of the ‘Communication options’ detail. |
Statistics tab
Statistics tab contains 2 details:
Number of messages
Live Agents KPI’s
The Number of messages detail has the following fields:
Number of messages, TOTAL — displays the total number of messages in the chat.
Number of client messages — displays the total number of client messages in chat
Number of agent messages — displays the total number of agent messages in chat
Number of chatbot messages — displays the total number of chatbot messages in chat
The Live Agents KPI’s detail has the following fields:
Time of the first reaction, min. — displays the period of time after which the agent responded to the client's first message.
Maximum response time, min. — displays the maximum period of time it took for the agent to respond to the client's message.
Average response time, min. — shows the average time during which the client waits for a response from the agent (is calculated as the sum of all time intervals between the message from the client and the agent and divided by their total number).
Minimum response time, min. — displays the minimum period of time it took for the agent to respond to the client's message.
Files tab
Files tab contains Attachments detail. This detail contains all files that the client sent in chat.
This Attachments detail displays the following fields by default:
Name
Description
Type
Created on
Created by