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:
- Automatic chat acceptance;
- 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.
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.
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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