Chats allows agents to view, manage and respond to customers' messages in real time. It simplifies the communication between agents, teams and customers as everything is within a single platform.

1. Chat List

It allows the agents to track and manage all customer interactions—in one place. It helps simplify workflow with views, making it easier to filter and access specific chats.

• Default Views

It shows chats based on the default views. It includes assigned-to-me, open, and resolved views.

• My Views

You can create and manage custom views to filter chats by agents, bots, teams, and more.

• Search & Filter

The search bar allows agents to find messages or contacts quickly using keywords. Filters provide a narrow drop-down of specific parameters.

2. Chat Window

Chat Window is where agents communicate with customers in real time. It provides the tools to effectively manage and respond to messages and get customer details with fast reply options.

• Action Buttons

It allows you to perform various operations in the chat. It includes adding a team or agent to a chat, resolving or reopening a chat, and replying to specific messages in the chat.

• Agent Message Options

It allows the agent to delete messages in the chat and to mark a chat as spam or read.

• Text Formatting & Tools

The agent can add and format the style of the text with multiple tools. It includes emoji, file upload, quick reply, & ChatGPT.

3. Customer Details

Customer Details is a view of the customer's personal information. Agents can view and add additional data in the customer details.