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1. Description


3.1. Active chats

When chat is automatically allocated to an Agent, an inbound chat is accompanied by an audible alarm.

The following options for chat acceptance can be outlined:

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

3.1.1. 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.

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). Self-assigned of chat must be switched off.

3.1.2. Manual chat acceptance

If automatic chat acceptance is not configured, chats are accepted by clicking the Accept button in the centre panel.

The presence of an unaccepted chat is indicated by a blue circle in the chat tab , if the agent is on a different 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. 39).

Fig. 39. Inbound chat

3.2. Self-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 accept by any Agent servicing this Queue, this chat is removed from this list (Fig.40).

Fig. 40. 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.

To accept a chat, you need to click the  button to the record of a particular chat.

The scale under the 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. 

After accepting a chat, it 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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