Seamless chat management for enhanced customer engagement

Yes. In Chat settings, Admin can define specific work hours. Additionally, Admin can set an auto‐reply for non‐work hours so that during off-hours a bot automatically responds to every customer enquiry. This ensures that no message goes unanswered and prevents any penalties for delayed responses.

Yes. Admin can create work hour rules that:

• Prioritize long pending unassigned chats so that the Admin is prompted to assign them.

• Set a time window for agents to reply to assigned chats, thereby prioritizing long pending unreplied chats.

• Notify the Admin if chats remain unreplied beyond the specified period.

Once a chat is assigned, the agent has a 24‐hour window to reply. If the agent does not respond within this period, the chat becomes unassigned and is visible to other agents and the Admin. However, only the Admin has the authority to reassign the chat.

Admin can set rules to prioritize unassigned chats based on waiting time. When a customer sends a message, a timer starts. If the Admin does not assign the chat within the set time window, the chat is automatically moved to the top of the Admin’s chat list. This ensures that long-pending, unassigned chats are easily noticeable.

Yes. Admin can set rules that enforce a priority system for unread or unreplied chats. When a chat is assigned, a time window for reply is initiated. If the agent fails to respond within this period, the chat is bumped to the top of their list, and the system can be configured to force the agent to address these pending chats before attending to newer ones.

Yes. Admin can configure a notification rule that alerts them if an agent does not reply within the designated time window. Once notified, these chats are displayed at the top of the Admin’s chat list, allowing the Admin to reassign them promptly to ensure timely responses.

Within the ‘Assigned to me’ tab, there are quick filter chips labeled Unread, Unreplied, Auto-replied, and Tagged. These chips indicate the number of chats in each category. This feature helps Admin and agents quickly identify messages that have been read but not replied to, ensuring that no enquiry is overlooked.

Agents can sort the chat list by “Longest pending chat.” This sorting method rearranges the chats so that those with the longest waiting times—specifically the unread or unreplied ones—appear at the top, even as new chats come in. This ensures that critical messages are always visible.

Yes. Under the “Assigned to me” tab, both agents and Admin can filter chats by channels or by specific shops within those channels. Additionally, the “All chats” tab provides filtering options by channels, shops, or assigned agents, making it easier to manage large volumes of enquiries across different sources.

Absolutely. In the filter popup, shops are organized by channels with their corresponding icons displayed. This visual organization allows users to quickly identify and select the desired channel or shop, streamlining the chat filtering process.