1. Description

Closing a chat for an Agent can be done in several ways.

The following options are available:

1. Close an unaccepted chat;
2. Close an active chat;
3. Transfer chat;
4. Auto close chat.

1.1. Close an unaccepted chat

Click the button at the top of the central block to close an unaccepted chat.

1.2. Close an active chat

Click the  button at the top of the central block to close an active chat, after which a modal confirmation window opens (Fig.1).

Fig. 1. Confirm action modal window

The No button closes the modal window; the chat does not close. The modal window closes when you click the Yes button, and the chat closes.

In cases where there is processing, the chat is available for viewing during processing without the ability to write a message to the chat (Fig. 2).

Fig. 2. The chat was closed

The chat can be closed by the Subscriber. In this case, the close button and the ability to leave messages in the chat disappear. It remains possible to fill in the processing depending on its settings.

1.3. Transfer chat 

When a chat is transferred to a scheme, the chat is closed for the Agent. In the case of configured processing, it remains possible to fill it out without access to the chat (Fig.3).

Fig. 3. Ending a chat after translation

More information about transfers can be found here.

1.4. Auto close chat

When the chat is accepted, but there is no response from the Subscriber or Agent for some time (the amount of time is set by the admins when setting up the Queue), then such a chat is closed automatically.

In cases where there is processing, the chat is available for viewing during processing (Fig.2) without the ability to write a message to the conversation.

The subscriber can close the chat with /close or by clicking the button configured to close the conversation.