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Niina_P
Employees

When you have picked a conversation, it appears on the Conversations tab in the My Conversations list.

 

Conversations.png

 

On the conversation’s header, you can see what channel the conversation is coming from and the skills needed. For each item in the conversation list, you can see:

  • the customer’s ID (for example, phone number or name)
  • the time passed since the customer’s oldest unanswered message
  • a preview of the customer’s latest message. 

To respond to the customer, type into the chat text box and click chat_send_button.png or Enter on your keyboard to send your message. You can add emojis and attachments by using the buttons under the text box. Read more about sending attachments.

 

chat_text_box.png

 

 

To end the conversation, click END at the top right above the conversation thread. Note: If you end the conversation, you will not be able to return to it unless the customer sends a new message. The new message will end up in the queue again.

 

 

 

 

 

 

 

 

 

 

 

 

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Last update:
‎10-12-2021 01:48 AM
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