1. Description
Chats from the queue are displayed in the left block in the Chats sectionpanel under the chats tab.
There are two tabs such lists in the chats sectionchat tab:
- automatic chat distributionActive chats;
Self-
manual distribution ofassigned chats.
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| A dot in a tab icon The presence of a blue circle in the tab indicates the presence of unaccepted chat(s) in that tab. |
1.1.
Automatic chat distributionIn the case of automatic chat distribution to the Agent, theActive chats
When chat is automatically allocated to an Agent, an inbound chat is accompanied by a sound signalan audible alarm.
The following chat reception options are availableoptions for chat acceptance can be outlined:
- Automatic chat acceptance;
- 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 tab, and the tab's icon looks like this - 
.
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Set the variable |
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 blockcentre panel.When chat is distributed to an Agent, the tab icon changes to
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The presence of an unaccepted chat is indicated by a blue circle in the chat tab |
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).
Fig. 1. Inbound chat
13.2.
Manual distribution of chatsDuring manual distribution, all chats in the Queue for connection to the Agent are displayed in tab, the icon of which changes to 
(Fig.2) if at least one inbound chat is waiting for acceptance. This list is shown to all Queue AgentsSelf-assigned chats
This list is displayed to all Agents of this Queue, i.e. , any Agent can select any waiting chat for connection. If a chat has been accepted accept by any Agent servicing this Queue, this chat is removed from this list (Fig.2).
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 tab (Fig.2) and click the 
button to record a particular chat to accept the chatTo accept a chat, you need to click the 
button to the record of a particular chat.
The scale under the button entry 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% <
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 accepting a chat
is accepted, it is
transferred to the
tab, and the tab icon changes to 
. If manual distribution is listed in the Active chats section.
If self-assigned 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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If there are any issues when sending a message, a notification will appear indicating that the message was not sent. |
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