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1. Description

Chats from the queue are displayed in the left block

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Image Removed

Fig. 1. Inbound chat

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in the Chats section.

There are two tabs in the chats section:

  1. Image Added - automatic chat distribution;
  2. Image Added - manual distribution of chats.
Info

A dot in a tab icon indicates the presence of chat(s) in that tab.

1.1. Automatic chat distribution

In the case of automatic chat distribution to the Agent, the inbound chat is accompanied by a sound signal.

The following chat reception options are available:

  1. Automatic chat acceptance;
  2. Manual chat acceptance.

1.1.1. Automatic chat acceptance

In case of automatic chat acceptance, the chat received by the Agent is accepted as soon as it arrives - without clicking the acceptance button. This chat is displayed on the Image Added tab, and the tab's icon looks like this - Image Added.

Info

Set the variable wbt_auto_answer: true on the Variables tab of the Queue to automatically connect chat with the Agent (without the Agent clicking the Accept button). The Manual distribution switch must be in the off position.

1.1.2. Manual chat acceptance

If automatic chat acceptance is not configured and the Manual distribution switch is in the off position, chats are accepted by clicking the Accept button in the central block.

When chat is distributed to an Agent, the tab icon changes to Image Added.

Inbound chat is displayed in the left block, and the message history of this chat is displayed in the central block. To accept such a chat, click the Accept button in the central block (Fig. 1).

Image Added

Fig. 1. Inbound chat

 1.2. Manual distribution of chats

During manual distribution, all chats in the Queue for connection to the Agent are displayed in tab Image Added, the icon of which changes to Image Added (Fig.2) if at least one inbound chat is waiting for acceptance. This list is shown to all Queue Agents, i.e., any Agent can select any waiting chat for connection. If a chat has been accepted by any Agent servicing this Queue, this chat is removed from this list.

Image Added

Fig. 2. Inbound chats with manual distribution

Unlike automatic chat distribution, adding a new chat to the list of chats waiting to be connected to the Agent is not accompanied by a sound signal.

Open the Image Added tab (Fig.2) and click the Image Addedbutton to record a particular chat to accept the chat.

The scale under the button shows the waiting time of the Subscriber. The color changes depending on the percentage of the waiting time to the time entered in the Max wait time field of this Queue:

Green - < 50 %
Yellow - 51-75%
Red - 76% <

Manual chat distribution is enabled on the Parameters tab of this Queue with the Manual distribution switch.

After accepting a chat, the central block opens the history of communication between the Subscriber and the chatbot, the ability to send a message to the Subscriber, and other options. More about the options in active chats can be found here.

After a chat is accepted, it is transferred to the Image Added tab, and the tab icon changes to Image Added. If manual distribution is enabled, you can accept several chats. The maximum number of waiting chats is specified in the Max wait count field on this Queue's  Parameters tab.

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