My chats

The section where messages go after they have been accepted is the “New chats” section. This section includes “Filters”, “Search”, “Bulk actions” and “Reach-out-first” features.

Dialog interface

Conversation interface in “My chats” section

All ongoing conversations with customers are displayed as a table with the columns “Client”, “Pipeline step”, “Response time”, “Price”, “Tasks”, “Owner”, “Tags”, and “Source”.

Description of columns

Client: includes the client's avatar, nickname/login/full name/serial number in the messenger/social media/widget, the icon of the social media/messenger that the conversation has been received from, the last message in the conversation, and the number of unread messages.

Client column

Pipeline step: shows the current status of the conversation in the pipeline, which can be changed both from the conversation itself and the general list of conversations.

Status column

Response time: the period of time that has elapsed from the moment the latest not yet responded message from a client has been received.

Response time column

Price: the amount specified in the additional fields of the dialog.

Price column

Tasks: displays a related task and deadline of its competition.

Tasks column

Employee: name of a responsible agent.

Employee column

Tags: the specified tags added in additional fields of the conversation.

Tags column

Source: name of a communication channel through which the conversation has been received.

Source column

Conversation window

Let's go inside the dialog box

Message Entry Window

Message Entry Window

Conversation sidebar

Dialog sidebar

Should you have any questions, contact us via the “Help — Chat with the operator” section. We’ll be glad to help.

Also, check our article to discover the latest customer service trends to follow.

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