Folders of Single Inbox

The inbox module has been transform from the horizontal tabs to vertically organized folders where all incoming chats, missed chats & previous chat history will be sorted. The inbox panel is divided into 5 folders, each for different type of chats.

Each folders are explained below.

Engaged

When chat routing is set to "Time Based Routing " or agents select any message request from the queue panel, The conversation will land in the engaged panel.

Queue

When chat routing is set to "Broadcasting" or when all agents are offline and a visitor messages outside business hour, the chat will land in this folder. From here agents can get a preview of the chat, learning about the customers problem without accepting it. Agents can accept proactively or admins can assign to whom he(admin) thinks can serve the customer best.

Now agents can easily sort chat requests according to channels with the new filter option

Agent's Chat

Now, admins can view all their agents chat in the " Agents Chat" folder. Here the admin can select and monitor any agent's chat and whisper to the agent to help him better support customers.

Chat History

The chat history has been moved from the reports section to the inbox panel. Here both admins and agents can easily find previous conversations of both agents and chatbots.

Online Visitors

The online visitor panel has been revamped totally. Now the online visitors panel provides various visitor details, so that agents & admins can approach the visitor knowingly.