On the chat screen, you will find all real-time conversations happening across various channels along with their key details. Additionally, this is the main screen for users with an "operator profile".

The following elements will be discussed in more detail below:

• List of conversations
• Conversation details
• Additional information and tags

1. List of conversations

In the left column, you can see all conversations organized chronologically, from the most recent to the oldest. Clicking on a conversation updates the central column, showing the entire chat in detail.

Within each chat, you can view the user ID and the last message received/sent. The identification details are as follows:

• Profile Picture: While the user is conversing through a fixed channel (Messenger, Twitter, Telegram, WhatsApp, etc.), you can see their profile picture. If the conversation is conducted via WebChat (where the user is anonymous), a generic image will be displayed.
• Username: Whenever they are conversing through a fixed channel (Messenger, Twitter, Telegram, WhatsApp, etc.), you can see their first and last name. If the conversation is through WebChat (where the user is anonymous), a unique code is shown to distinguish that chat.
• Channel: An icon in the conversation indicates the channel used by the user to communicate with the bot. It could be Messenger, WhatsApp, Telegram, Twitter DM, Google Assistant, or Google Chrome (the latter used when the conversation originates from WebChat). For WebChat conversations, the Chrome icon appears with a green checkmark if the user is online, or red if disconnected.

• Country: In WebChat conversations, the platform indicates the user's country based on their IP address.
• Date: You can see the date of the last message received/sent in the conversation. If the date is not displayed, it indicates how long it has been since the last message.
• Handled Conversation: When an agent responds to a conversation, it is marked with a lock symbol alongside the initials of the attending operator.
• Search: Above the conversations, there is a search bar. You can search for a conversation by username or by the content of the message within it.

Additionally, you can filter to display chats only in desired situations.

2. Conversation Details

Located in the central column of the screen, you can see the entire conversation history of each user. Once the bot understands user requests and responds to them, the conversation can be fully automated. Additionally, the platform has been designed for hybrid operation (bot/human), ensuring all necessary elements for human operation are available. These include:

Text Box:

At the bottom, there is a text box where agents can perform the following functions:

• Type messages manually to intervene in the conversation.
• Upload images, videos, and files.
• Record voice messages (microphone required).
• Send GIFs and emojis.

Similarly, when the cursor is in the text box, agents can press the "enter" key to open the bot actions menu.

In it, the agent can search for a pre-loaded rule in the bot to send as a response to a misunderstood question from the user. By doing so, not only will the user receive the answer, but the bot will also be trained to respond to similar future occasions without needing the agent's involvement. Additionally, you have the option to send ready-to-use response shortcuts.

Header Options:

Several actions can be performed through the conversation details header. For example:

• Lock Chat: Selecting this option assigns the conversation to an operator to prevent other operators from responding to the user at that moment. An agent cannot intervene in a locked conversation until it is released by clicking "Release Locked Chat."
• Assign User to Another Agent: By selecting this option, you can assign the conversation to a specific agent who understands the topic better. It will be locked and unlocked as described above.
• Mark as Unread: Selecting this option marks the conversation as "unread."
• Mark as SPAM: Selecting this option blocks the user for 7 days. It is recommended in cases where the user harasses the bot/operator with senseless questions. A blocked user can send messages, but the bot will not respond, and agents will not be notified of the conversation.
• Disable Bot in Conversation: An agent can disable the bot for a specific conversation by selecting this option. We recommend using this feature whenever an agent needs to manually intervene in a conversation to prevent the bot from responding to questions. Once the agent responds to user requests, or as deemed relevant, they can reactivate the bot's operation by clicking the same button. If you forget to disable the bot, it will reactivate automatically after 30 minutes.

Row Transfer:

Each agent can view the current queue position of a user in the right panel under Additional Information.

To transfer a client to a different queue, you will find the option "Send to Service Queue" in the "Options" menu of each conversation.

You can select the queue to which the conversation will be transferred if agents are available.

Additional Information: The third and final column is located to the right of the hybrid chat window. It displays all stored user information, as well as the conversation topics addressed during the interaction. This is where historical information stored by the bot through user interaction can be found. You can store, for example:

• First and last name
• Date of birth
• Email address
• Address
• Used channel
• Interaction URL

And any other information that the bot requests from the user. You will also find information about the waiting time since the user was assigned to the agent and the time since the last agent message. Once the conversation has ended, these variables cease to exist and can only be viewed in real time. While reading the conversation, it's also possible to obtain new information, which can be manually entered by clicking on the "edit" button. Select the variable and the information to store.

Tags: You can add tags to understand where users have been through the bot or even classify operator attention manually. For more information on this, refer to the article "How to create tags?"

Written by: Botmaker Team

Updated: 07/01/2024