Live chats - a tool that allows you to communicate with users in real time.
At the top there is a quick contact search window.
Switch between open and closed chats. After solving the client's question, the chat can be closed.
Sort by chat. You can view all chats, unread chats, chats that are registered to you (My). Click Others to view the chats of a specific operator.
After you switch to another operator, you will see notifications. To exit, click on the cross on the right.
The user channels are displayed on top, the current active channel is circled in yellow. You can switch between channels if necessary.
If the client's request is resolved, you can close this chat. A closed chat is not deleted or disappears, it is moved to the Closed section. The contact continues to receive messages from the bot and broadcast. If the contact texts to you, the chat with the entire history will move to the Open. The system has a report for building KPIs for closed chats.
You can send a chat to another operator. Click on the right arrow icon to do this.
A list of available operators will be displayed. Click on the one you want.
Write a comment. This message will be displayed in the operator's chat (the client does not see this).
Click on the operator's avatar to see the details.
Here you can see your current status, connect the messenger for notifications (click on the message in the blue frame). New chats for you will be distributed only if your status is Online. The system has a report for building KPI - how much time and in what status the operator was.
If the same client writes to you through different channels, you can combine it into one card. Click on this button.
Find the contact you need by First/Last Name, and then click continue.
Check the data again and click “Unite”. The user displayed on the right will be pulled up to the user displayed on the left. This window will also appear automatically at the operator if there are 2 users with the same Phone or Email.
Click the right arrow to open the card of the selected contact.
Here you can see the user's avatar, his first and last name, User ID, how much he spent on your products. Add/Remove/Edit: First Name, Last Name, Email, Phone, Tags, Funnels, Variables. It is also possible to add notes related to this contact. Notes are visible to you and other operators. If you add a Funnel to a user, it will start immediately.
There is a field for entering a message at the bottom.
By clicking on the paperclip, a window appears with a choice of action. Some features may not be available for a specific messenger.
In live chats you can delete or edit a message for a specific user.
These functions are available for Telegram and Vkontakte messengers. In Telegram, you can delete messages that were sent no later than 48 hours ago, for Vkontakte - 24 hours.