Detailed Guide to the Chats Submenu

The Chats Submenu is the communication hub of the platform, allowing you to monitor incoming messages in real-time, engage with customers, and oversee chatbot performance.

General interface view

1. Status Sections (Tabs) Conversations are categorized into 4 main tabs based on their current stage:

Chat Bot: Active users currently interacting with the AI or automated scenarios.

Pending: New inquiries where the user has requested a human agent but has not been assigned one yet. This is your "waiting queue."

Active: Chats currently handled by operators. This is where live real-time communication happens.

Resolved: Archived conversations where the issue has been settled and the chat is closed. Useful for history and analysis.

2. Search and Filtering To manage large volumes of data effectively:

Quick Search: Use the Search chats... field (or Ctrl + K) to find users by ID, name, or message content.

Category Filter: Use the "Select category" dropdown in the top right to filter chats by specific topics (e.g., Sales, Technical Support, General Inquiry).

3. Chat List & Indicators Each chat card provides key information at a glance:

User Avatar: Colored icons with initials or ID numbers for quick identification.

Message Type: Icons for "Photo" or "Voice message" indicate the type of content received without opening the chat.

Timestamp: Shows the exact date or time of the last interaction.

Status Badges: A green dot indicates the user is online, while an orange "Operator Request" tag highlights urgent help requests.

4. Workflow (Step-by-Step)

Enter the Pending tab: Check for new requests that require human intervention.

Review and Assign: Review the customer's message and assign the chat to yourself (or accept the request).

Engage in Active tab: Communicate with the customer in real-time within the "Active" section.

Close the session: Once the issue is fully resolved, move the chat to the "Resolved" status to keep your workspace organized.