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.
Record profile
On the left of the chat card there is the following group of fields:
The chat card contains a group of fields on the left that contain the following information:
Name contains the prefix "Chat-" + chat number (not editable).
Closed checkbox which displays whether the current chat is closed or not.
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 — shows the way to close a chat with a client (not editable) (all types).
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 Prosess | 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 Prosess’ |
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 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 4 tabs:
Messages
Agents
Statistics
Files
Feed