Chat sessions

In this update, we have improved the view and management of chat sessions in our system. Now, when you click on a chat, you can see all the sessions the user has had. This includes all the times the user has started a conversation, allowing easier navigation and chronological order.

Viewing all sessions:

When you click on a chat, all of the user's sessions will be displayed. This allows you to see if the user is recurring, if they are communicating after a long period, or if they are starting a conversation for the first time. This improvement makes it easier to understand user behavior and provides greater context for each interaction.

Improvements in Chat Display

New element arrangement: We've rearranged the elements in the chat interface for a more intuitive and efficient user experience. Key components are now arranged in a way that makes it easier to access relevant information.

Quick View of Assigned Agent or Bot: Now you can quickly see if a chat is being handled by a human agent or a bot. This is clearly indicated next to each session, helping you understand who is managing the conversation.

Last Message Status Indication: Each chat session shows the status of the last message sent, whether sent, read, or unread. This functionality allows you to quickly know if your message has been received and read by the user, thus improving response management and conversation monitoring.

Possibility of “Pin” Sessions: We have added the “pin” function for chat sessions. This functionality allows you to pin certain sessions to the top of the list. It is useful for keeping important conversations or conversations that require continuous monitoring in view, ensuring that they do not get lost between other sessions.

HOW TO USE THE NEW FEATURES

1. Access to Sessions:

Clicking on a specific chat will display all sessions related to that user. Explore these sessions to get a complete history of interactions.

2. Improved Navigation:

Use the new element layout to quickly access the information you need. Clear visualization of the assigned agent or bot and the status of the last message will save you time and improve your efficiency.

3. Set Important Sessions:

To pin a session, simply select the “pin” option and that session will remain at the top of your chat list. This is ideal for continuously keeping track of key conversations.

4. Disable functionality:

      If you do not want to see the details of the sessions with each user, you can hide them in the agent preferences as indicated below by clicking on the toggle.

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With these improvements, we manage conversations more efficiently and gain a deeper understanding of user interactions. Explore these new features and optimize your chat management experience!