Managing Your Chats: Inbox, Labels, and Filters
Chat Inbox
The chat module is structured for easy organization and quick access to your conversations through clearly defined sections:
• All Inbox:
Centralized location displaying all active conversations from visitors and customers in real-time.
• Unread:
Quickly find conversations that have not yet been viewed or responded to, ensuring you never miss important messages.
• Archived:
Store completed or less active conversations to keep your primary inbox clean and focused on ongoing interactions.
• Bin:
Conversations that have been deleted or removed. Chats remain recoverable here if needed.
Labels
Easily manage and categorize your chats using labels. Labels are fully customizable, allowing you to tailor the system according to your specific business processes and project needs.
• Unlimited Labels:
Create as many labels as necessary for organizing chats (e.g., Support Requests, Sales, Billing, Technical Issues, New Leads).
• Custom Icons & Titles:
Personalize labels visually by uploading custom icons and defining clear, descriptive titles for better clarity and quicker access.
Filters
Enhance your workflow efficiency with chat filters:
• By Agent / Department:
Quickly filter conversations by specific agents or departments, streamlining assignment and management processes.
• Visitor Filter (Pre-chat Engagement):
View visitors currently browsing your website who have not yet initiated a chat.
Proactively send messages to these visitors. They will receive notifications even without opening the chat first, significantly increasing engagement opportunities.
Card View & Chat Section
Each conversation is clearly displayed within an intuitive card layout:
• Conversation View:
Read and respond seamlessly, with each message clearly timestamped and visually separated.
• Personal Information & Notes:
Easily access visitor information, including contact details, time zones, and internal notes for future reference.
• Integrated Analytics:
Quickly see detailed visitor statistics, UTM parameters, and user path data directly alongside each chat interaction.
• Quick Actions:
Change chat labels, move chats between inbox sections, or ban problematic visitors quickly and efficiently from the card view.
