How to use a chat?

In this section, you will find all the information regarding the chat screen from the operator’s view.
Estimated Reading Time: 08 minutes

On the chat screen, you can find all the conversations happening in real-time within the different channels and their primary information. This is the main screen for users with the “operator” profile.

The following items will be discussed in more detail below:

  • List of conversations
  • Detail of conversations
  • Additional information and tags.

1. List of conversations

In the left column, you can see all the chats in chronological order from the most recent chat at the top to the oldest ones at the bottom.

By clicking on a conversation, the central column will be updated, showing the complete chat in detail.

Identification: Within each chat, you can see the user’s ID and the last received/sent message. The ID contains the following:

  • Profile picture: Whenever the user is chatting through a fixed channel (Messenger, Twitter, WhatsApp, etc.), it will be possible to see their profile picture.

    • If the conversation was started through a WebChat (where the user is anonymous), a generic image will be displayed on the profile.

  • Username: Whenever the user is chatting through a fixed channel (Messenger, Twitter, WhatsApp, etc.), you will be able to see their first and last name.

    • If the conversation was started through a WebChat (where the user is anonymous), a unique code would be shown to individualize this chat.

  • Channel: Withing the chat’s window, it is possible to see an icon that points out the channel used by the user to communicate with the bot.

The channel can be Messenger, WhatsApp, Telegram, Twitter DM, Google Assistant, or Google Chrome (this last one is used when the conversations comes from a WebChat).

    • If it is a WebChat conversation, the Chrome icon will appear with a green checkmark if the user is still online, or red if they are already logged out.

  • Country: in the conversation, the platform will indicate the user’s country. This information is obtained from the user’s IP address.

  • Date: In the conversation, you can see the date and time of the last message that was received/sent. If the date is not displayed, it will show how much time has passed since.

  • Taken conversation: when an operator takes a conversation, it will be marked with a padlock next to the initials of the operator who took it.

  • Search: above chats, there is a search bar. You can look for a conversation by entering a specific username or a message you wish to find.

You can also filter to only show chats from desired situations:

2. Detail of conversation

Located in the central column of the screen, you can see the complete conversation history of each user.

Once the bot understands the user’s requests and answers them, the conversation can be completely automatic.

Besides, the platform was designed for hybrid operation (bot/human), so you will find all the necessary elements for human operation. They are the following:

Text box:

At the bottom, there is a text box where operators can perform the following:

  • Manually write their messages to intervene in the conversation;
  • Upload images, videos, and files;
  • Record voice messages (microphone required);
  • Send GIFs and emojis.

Also, when the cursor is in the text box, the operation can press the “enter” key to open the bot actions menu.

Here the operator can search an intent loaded in the bot to send it in response to a misunderstood question from the user. By doing so, not only will the user receive the answer, but the bot will also be trained to answer similar occasions in the future without requiring the assistance of an operator.

You have the option to send ready-to-use response shortcuts. To learn more, read the article How to create shortcuts?

Header options:

Several actions can be performed through the conversation detail header. For example:

Block chat: By selecting this option, the operator will be assigned to that specific conversation to avoid assigning other operators to that user at that specific moment. An operator cannot intervene in a blocked chat until it is released by clicking on “release blocked chat.”

Assign a user to another operator: By selecting this option, you can assign the conversation to a specific operator who may be better suited of that situation. As such, it will be locked and unlocked, as described above.

Mark as unread: When selected this option, the conversation will be marked as “unread.”

Mark as SPAM: By selecting this, the user will be blocked for 7 days. It is recommended in cases where the user frequently harasses the bot/operator or repeatedly asks meaningless questions. A blocked user can send messages, but the bot will not answer, and the operators will not be notified about the conversation.

Turn off the bot in conversation

The bot can be turned off by an operator (in a specific chat) by selecting the option above. It is advisable to use this feature whenever an operator needs to intervene in a conversation to avoid the bot from answering questions automatically on top of the operator trying to converse with the user.

Once the operator responds to the user’s requests, or whenever they consider it relevant, they can reactivate the bot by clicking on the same button.

If you forget to turn the bot back on again, don’t worry. It will be automatically reactivated after 30 minutes.

Transfering queues

Each operator can see the current queue in which a user is located in the right panel in additional information.

To transfer a customer to a different queue, you can find the option “send the user to service queue” in the “options” menu of each conversation.

Then, you can select the queue where the conversation will be transferred if you have any available agents.

3 - Additional information and tags

Additional information

The third and last column is located on the right side of the hybrid chat window. It shows all the user’s stored data, as well as the chat topics that have been covered throughout the conversation. It is where the information that the bot has historically saved by interacting with the user is located. This information can be saved. Some examples of what you can find include:

  • Name and last name
  • Date of birth
  • Email address
  • Address
  • Channel used
  • Interaction URL

And any other information the bot requests from the user. When reading through the conversation, it is also possible to obtain new information that can be entered manually by clicking the “edit” button. Select the variable, and the information will be saved.

Tags

You can add tags to classify the users who have spoken with the bot or even manually classify the operator’s assistance. To learn more about it, check out the article “How to create tags?”

Botmaker

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