Answer live chats

Chats from your website’s messenger, and conversations from messaging channels such as WhatsApp, arrive as tickets. You answer them in the ticket, and your replies reach the customer in real time.

When a chat arrives

The messenger’s answer flow talks to the visitor first. When it hands over to an agent, ChaosDesk creates a ticket via messaging, with the bot transcript and any form answers as its first comment. Triggers, assignment rules and SLA policies run as for any ticket.

You hear about it:

• in your views, for example Unassigned tickets;
• by push notification, if you turned on A new messaging conversation is waiting. It goes to the members of the ticket’s group. See manage notifications.

Answer a chat

1. Open the ticket. The conversation shows as chat bubbles, with Waiting for an agent at the top.
2. Choose Accept. The ticket is assigned to you and the status reads Served by your name. If a colleague accepted it first, ChaosDesk tells you.
3. Write your reply as a Public reply and submit. You see is typing… when the customer writes, and where the channel supports it, they see when you are typing.

Each message shows whether it was Sent, Delivered or Read, as far as the channel reports it.

Transfer or conclude

• Transfer passes the conversation to another group. The ticket moves to that group and is unassigned.
• Conclude ends the session. It sends the satisfaction survey when the channel is set up to. The ticket itself stays as it is; set its status as usual.

After the ticket is solved, the customer’s next message starts the answer flow again.

WhatsApp’s 24-hour window

On WhatsApp you can write freely only within 24 hours of the customer’s last message. The thread shows Reply window open until a time. After that, send an approved template instead. See WhatsApp templates.

Related

• Set up the web messenger
• Build an answer flow
• Agent statuses