Viewing open and past chats

Chat

You can view chats from the Chat app filter pane.

../_images/chat-filters.png

There are inbuilt filters for open (active) chats and ended chats.

Open chats filter

The Open Chats section shows current active chats:

  • New Chats - chats that have not yet been assigned.
  • My Open Chats - open chats assigned to you.
  • All Open Chats - all chats, sub-filtered by agent.

Even if you are signed out of chat, you can click on open chats to accept them.

Ended chats filter

The Ended Chat section shows:

  • My Chats - ended chats that were assigned to you
  • Assigned Chats - ended chats that were assigned to an agent
  • Missed Chats - chats where the user left before an agent was assigned

When you view ended chats in the content pane, there is a Create ticket button in the Person section of the chat record. This creates a ticket linked to the chat.

../_images/chat-ended-create-ticket.png

You can use this to quickly open a ticket linked to a missed chat and maintain communication with the user.

Published: 23/03/2017

Last updated: 21/08/2019