In this article, you will learn about the redesign of the Settings > Manual Chat screen to create, edit, and delete data in conversation types and conversation queues.

Estimated reading time: 05 minutes

Queues are used to organize conversations and assign them to agents. Conversation types allow you to track communications with your users based on the reason that generated them.

What changes can be seen on the manual chat settings screen?

The changes you will be able to see are as follows:

• New functionalities have been added to edit, import, and delete types and queues.
• Visual redesign changes have been implemented.
• A search feature for types and queues has been added.
• The restriction of multiple queues has been added for better organization.
• ID validation has been added. It cannot be an existing ID, contain spaces, or be longer than 30 characters.
• The ability to perform bulk uploads of conversation types and queues has been added, allowing you to create, modify, and delete types and queues using a TSV file.

Conversation Queues

You will see a screen like the one shown below:

New Queue

By clicking on + Create Queue, you can create new queues by specifying ID, queue name, number of slots, and average session time in minutes.

Import Queues

Allows you to upload a .TSV file. You can also download a template to complete with the necessary data for your service queue.

Delete Queues

Allows you to delete queues that you deem no longer necessary.

Conversation Types

You will see a screen like the one shown below:

Create Type

By clicking on + Add, you can create a new conversation type and assign it to specific queues.

Import Types

Allows you to upload a .TSV file. You can also download a classification template to complete with the necessary data.

Delete Types

Allows you to delete types that you deem no longer necessary

Note: Remember that you can track changes made to your project regarding agents, conversation types, conversation queues, platform access, and WhatsApp templates. With these new tools, you can better configure your conversational flows and optimize customer service.

Remember to visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/04/2024