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💬 Chat Operations ​

Handle conversations confidently with a clear workflow for viewing chats, responding as an agent, using quick replies, tagging conversations, and handing control back to the bot when needed.

  • Navigate to Chats
  • Open the conversation you want to work on
  • Follow the steps below to manage the chat from start to finish

👀 View Chats ​

  • New chats appear in the conversation list, with the newest chats usually shown first.
  • Click a chat to open the full conversation thread.
  • Use the conversation history to understand what the user asked before responding.

🔎 Search Chats ​

  • Use the search bar in the Chats view to find a conversation by:

    • Contact name
    • Phone number

  • Search helps you find both active and previous conversations more quickly.

✅ Message Status ​

  • Message status indicators help you understand whether a message has:

    • Been sent
    • Been delivered
    • Been read

  • Hover over the message tick marks to see the current status where available.

✍️ Respond To A Chat ​

Before replying manually, make sure the bot is not still controlling the conversation.

  1. Open the chat
  2. Review the conversation history
  3. Pause the bot
  4. Type your message in the main input field
  5. Send the message
  6. Continue the conversation until the query is resolved

ℹ️ Best practice: pause the bot before replying as an agent so the user does not receive overlapping automated and manual responses.

⏸️ Pause And Resume The Bot ​

  • Pause the bot when:

    • A user needs human support
    • The query is more complex than the bot flow
    • You are taking over the conversation manually

  • While the bot is paused:

    • Automated messages do not continue
    • Trigger-based bot responses do not fire

  • Resume the bot after the conversation is complete and the user can return to the normal automated flow.

  • Avoid these common mistakes:

    • Replying while the bot is still active
    • Forgetting to resume the bot after the interaction ends

⚡ Quick Replies ​

  • Quick Replies are saved responses that help agents answer common questions faster.
  • Select a Quick Reply from the message area to insert it into the conversation.
  • You can send it as-is or adjust the wording before sending.

Best Use Cases ​

  • Frequently asked questions
  • Standard follow-up messages
  • Common support responses

🏷️ Tags And Classification ​

  • Add tags to chats to classify the conversation and make it easier to find later.
  • Tags are useful for:
    • Follow-ups
    • Support categories
    • Internal tracking

Create A New Tag ​

  • Create a new tag when you need a category that does not already exist.
  • Use clear names so the whole team can apply them consistently.

🧰 Filter Chats ​

  • Use filters to narrow the chat list and find the conversations you need.

  • You can filter by:

    • Channel
    • Tags
    • Agent

  • Filtering is especially useful when reviewing specific groups of conversations, such as follow-ups or assigned chats.

👤 Assign Chats ​

  • Assign a chat to a specific team member when one person should own the conversation.
  • This helps reduce duplicate responses and keeps accountability clear.

Team Best Practice ​

  • Avoid having multiple agents reply to the same chat without coordination.
  • Where possible, one agent should take ownership of the conversation.

Use this flow when handling a conversation from start to finish:

  1. Open the chat
  2. Review the conversation history
  3. Pause the bot
  4. Respond to the user
  5. Resolve the query
  6. Tag the chat if needed
  7. Leave the chat in the correct state
  8. Resume the bot

⚠️ Common Mistakes ​

  • Replying while the bot is still active
  • Multiple agents responding to the same user without coordination
  • Forgetting to tag a chat when follow-up is needed
  • Forgetting to resume the bot after manual handling