The Chat Window is where agents can communicate with customers in real time. It allows viewing, managing, and responding to messages efficiently. Agents can also access customer details, share files, and use quick or AI-assisted replies for faster support.

• Action Buttons

It allows agents to manage chats efficiently by assigning teams, resolving or reopening conversations, and replying to specific messages. It also includes options like delete, mark as read or spam, and other quick management tools.

1. Add Team

Assign the chat to a specific team for follow-up or specialized support.

2. Agents

Assign the chat to a specific agent or bot for follow-up or specialized support. You can select the agents or bots from the drop-down menu.

3. Resolve / Reopen

Mark a conversation as resolved once the issue is fixed, or reopen it if further assistance is required. You can click whether to resolve or reopen a chat.

4. Reply to customers' specific messages (Customer)

Allows the agent to directly reply to a specific customer message for better clarity in conversations.

5. Agent (message hover actions in a conversation)

• Delete for me: Removes the message from the agent’s view only.

• Delete for everyone: Permanently deletes the message for both the customer and the agent.

• Reply: Respond directly to a particular message within the existing conversation.

6. More Options

Additional controls that help manage the chat:

• Mark as read: Marks the chat as read to indicate it has been reviewed.
• Mark as spam: Flags unwanted or irrelevant messages as spam.

7. Message

Text formatting options available in the message input area:

• Message: You can write the message to be sent in the chat.

• Emoji: Add emojis to make messages more expressive or friendly.

• File Upload: Attach and send files, screenshots, or documents to customers.

• Quick reply: Use pre-saved templates to respond instantly to common queries.

• Chat GPT: Generate AI-powered suggestions or message drafts for faster and smarter responses. (The Chat GPT icon will be visible only when you have integrated it.)

• Send on enter: When enabled, pressing the Enter key will send the message automatically instead of adding a line break.