¶ Preparatory Steps
Log in to operator panel. If you do not have a login and password to log in, request them from the company administrator.
¶ Searching for a dialog
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Go to Chats.
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Click on the Search field.
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Enter the dialog name, or client ID, or client/robot phrase in the search box. Both full and partial matches are searched.
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(Optional) Use the filter by clicking
. Available in the Search tab:-
Filter by date: specify a date and time range to search for sessions.
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Search where:
- In messages and sessions.
- Only in sessions.
- Only in messages.
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Status:
- All dialogs.
- Active only.
- Inactive only.
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Sort: check one or more checkboxes:
- Time from the last message in the chat.
- There are unread messages.
- Last message is from the client.
- Time from the operator assignment.
In all other tabs of the Chats section, only Sorting by SL is available.
-
-
Press the Enter key or the
button. The found dialogs will be displayed below the search bar.
¶ View and edit dialog and client information
- Click on the dialog you are interested in. The dialog opens on the main part of the screen.
- The right side of the screen displays information about the dialog:
- The dialog channel in which the communication takes place.
- clientId is the identifier of the client.
- externalId - external identifier.
- clientip - IP address of the client.
- Country name where the client is writing from.
- Link to widget if the communication takes place in a web widget.
The field displays information about the client depending on the configured attributes. Attributes are customized by the company administrator, for more information on adding attributes see the article Adding attributes and tags to company profile. To enter or edit customer information in customized attributes, click 
.
Enter comments about the client or session that may help in future communication with the client. For example, what problems the client is most often experiencing, or what the client's main issue is. Comments about the session will be displayed only within the specified dialog, and comments about the client will be displayed for any dialogs with the client.
Select tags from the drop-down list to add them to a dialog or client to quickly categorize and characterize them. Tags to a session will only be displayed within the specified dialog, and tags to a client will be displayed for any dialogs with that client. Tags are customizable by the company administrator, for more information on adding tags see the article Adding attributes and tags to company profile.
The field displays all sessions held with the specified client.
¶ Reply to client message
- Click on the desired dialog on the Sessions or Clients tab — it will open on the main part of the screen.
In search mode, you cannot send messages to a customer. To go to a dialog with a customer, touch Go to client. If the operator has no dialogs with the selected customer, a message displays: Could not find client. Current operator has no dialogs with this client.
- View the message history.
- Enter the text of your message.
- (Optional) Add an emoji by clicking
. - (Optional) Attach a file: click
and select the file on your device. - (Optional) Use a quick reply to a message: click
, start typing a message, then select the desired reply template in the menu that opens. For more information about message templates, see the article Customizing message templates . - Send a message by clicking
or use the keyboard shortcut Ctrl+Enter (Cmd+Enter on Mac).
¶ Pinning a dialog
Pin a dialog to quickly return to it later. Follow the steps below:
- Click on the dialog you are interested in, it will open on the main part of the screen.
- Click the
button at the top right of the screen. The dialog will appear first on the Sessions and Clients tabs.
To unpin the dialog, click on in the upper right corner of the chat.
¶ Transferring the dialog to another operator
- Tap on the dialog, it will open on the main part of the screen.
- Click
at the top right of the screen. The submit dialog window will open. - Select the operator in the window that opens to whom you want to transfer the dialog. If necessary, use the search field.
The dialog transfer window does not display operators in the Offline status, or operators with the number of open sessions limit filled.
- Press Submit. The dialog will be moved to the specified operator's panel and will no longer appear on the Sessions tab.
¶ Ending the dialog
- Click on the dialog, it will open on the main part of the screen.
- Click the
button at the top right of the screen.
The dialog will disappear from the Sessions tab, but will remain available on the Clients tab.
¶ Changing the name of the dialog
- Click on the dialog, it will open on the main part of the screen.
- Click the button at the top right of the screen.
- Enter a new dialog name in the window that opens.
- Click Confirm.
The dialog will be displayed with the new name.
¶ Adding to Favourites
Add a dialogue to your favourites to have quick access to it in a separate section. To do this, follow these steps:
- Click on the dialogue you are interested in, and it will open in the main part of the screen.
- Click the
→ Add to Favourites button at the top right of the screen. Once added, the dialogue will appear in the Favourite tab, where all dialogues are sorted by the time they were added, with the most recent at the top of the list.
To remove a dialogue from your Favourites, open the dialogue window and click → Remove from Favourites at the top right of the screen.
¶ Copy session ID
- Click on the dialog, it will open on the main part of the screen.
- Click the
button at the top right of the screen.
The session ID will be copied to the clipboard.
¶ Opening the Knowledge Base
- Click on the dialog, it will open on the main part of the screen.
- Click the
button at the top right of the screen.
The knowledge base will open in a new browser window. The link to the knowledge base is specified by the company administrator when setting up the chat. If the link is missing - the button will be unavailable for the operator.
¶ Locking the client
- Click on the dialog, it will open on the main part of the screen.
- Click the
button at the top right of the screen.
The client will be blocked and will no longer be able to post in chat, and the selected dialog will be moved to the Spam tab.