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 Answer an incoming message

Answer an incoming message

Your incoming message notifications will appear in a black rectangle in the top right corner. You may also hear a notification sound.

The notification displays:

  • the customer's details. Click their name or company to open their CRM details.
  • the name of the Queue and the amount of Time the customer has been in the queue.
  • the amount of time since you received the notification.

Accept or Reject the message by clicking one of the corresponding buttons. You may see a white button next to the reject button. This opens a URL defined by your administrator.

You may have limited time answer the message. If you take longer, you may automatically be put on an unpaid pause.

Notice the Waiting activity badge?

You may be able to answer messages even if you don't receive a black notification (e.g. because you are logged out of a queue or because the message is being routed to one of your colleagues).

Click the Waiting activities button and Accept the message.

  Message details

Message details

Once you have accepted a message, a new tab will appear in the static panel. It will be labeled with the customer's name.

Click the message tab to see the message details. Click it again to return to the previous screen (e.g. the Dashboard).

When you receive a new message in the chat, the message tab will flash red and white. You may also hear a notification sound.

The message detail screen may contain different widgets set up in different order. The message widget is the only mandatory one.

 Message widget

Message widget

The message widget header displays the Queue number, queue name and the customer's name.

The top part of the widget contains the chat and event history as well as chat controls.

  1. Type your message in the field. To send your message, click Send (4) or press Enter on your keyboard. Use Shift+Enter to start a new line.
  2. Select files to send to the customer or drag and drop files into the grey area around the Select files button.
  3. Open a dropdown menu and select a template to insert.
  4. Send message.
  5. Load older messages from earlier chats with this contact. Only appears if any history exists.

The bottom part of the widget allows you to manage the message.

  1. Select a status. You must select a status before closing the message.
  2. Mark the message as important.
  3. Open a URL (set up by your administrator).
  4. Invite another agent to the message.
  5. Transfer the message to another agent.
  6. Close the message tab. You will be disconnected from the customer.
 Contact and Account widgets

Contact and Account widgets

The Contact and Account widgets display CRM information about the customer and the company they are from.

  1. View the record in the CRM module. Click the SMS chat tab to return to the SMS chat detail screen.
  2. Edit the CRM record.
  3. Open the given CRM module info in the background. Click the Main menu button to view it .
  4. Open SLA settings.
  5. Unpair the CRM contact from the activity. You can pair a new contact to the activity in Contacts.

Activities tab

  1. Click the Activities tab in the header to view the contact's past activities.
  2. Open activity detail. See Activities for more detail.

New contact

If the customer's details are not saved in the CRM module, the Contact widget will be open on the Activities tab.

Click Add new contact to open the CRM module and create a new entry. See CRM for more details.

 Ticket widget

Ticket widget

Use this widget to assign an existing or new ticket to the SMS chat.

  1. Search for a ticket.
  2. Filter your favourite tickets.
  3. Filter your tickets.
  4. Filter the current contact's tickets.
  5. Filter the current company's tickets.
  6. Create a new ticket.
  7. Assign ticket to the SMS chat.
  8. Open ticket in the Ticket module. Click the SMS chat tab to return to the SMS chat detail screen.

You can apply multiple filters to view only tickets relevant to your SMS chat.

Once you assign a ticket to the SMS chat, the widget will display the ticket details.

See Tickets for more details.

 Calendar widget

Calendar widget

The Calendar widget displays your scheduled events. Days coloured green contain events. The selected day is bold. See Dashboard for more details.

 Co-browsing widget

Co-browsing widget

Use co-browsing to help customers navigate your website, software or the real world. Both sides can share their screen, video and sound.

Click Create video room to start. The video room will open in your Co-browsing widget.

You can invite customers by:

  • sharing the entire URL of your new room. Your URL is – see screenshot below. They will connect directly to your room by simply pasting the URL into their browser or clicking the link you send them.
  • sharing your general conference URL ( and your room number. See the screenshot below

  1. Enable camera.
  2. Enable desktop sharing.
  3. Disable camera.
  4. Enable microphone. The customer will need to unmute you in their video room to hear you.
  5. Disconnect from the video room.

The customer's video room has similar controls.

  1. Unmute agent.
  2. Start/stop sharing video.
  3. Start/stop sharing screen.
  4. Start/stop sharing sound.
  5. Leave conference room.
 Articles widget

Articles widget

The Articles widget displays a list of your available articles – these can contain info that can help you in your work.

  1. Open the article in the Knowledge base module.
  2. Read the article in the Articles widget.

This is what an article open in the Articles widget looks like:

Click the Back button to return to the list of articles.

 Page in iframe

Page in iframe

The Page in iframe widget displays an external web page. Interact with the page just like you would normally. You can scroll using your mouse wheel or the controls on the right hand side.

 Transfer a message

Transfer a message

To transfer a message, go to the message widget in the message tab.

Click the Transfer button. This will open the Transfer activity window.

Select where to transfer the message. You can choose a specific person or a queue. Click Transfer.

Your message will end and the customer will be transferred.

 Invite another agent to a message

Invite another agent to a message

To invite another agent to a message, go to the message widget in the message tab.

Click the Invite button. This will open the Invite to activity window.

Select who to invite to the message. You can choose a specific person or a queue. Click Invite.

You and the agent you have invited will now both be chatting to the customer.

The customer will not see that another agent has joined the chat.

When one of the agents closes the chat, the customer will not know and will continue to chat to the other agent.

 Send a new message

Send a new message

To send a new message, click the Facebook, WhatsApp or Viber button in the static panel at the top of your screen.

The person must have contacted you in the past for you to be able to start a new message. You can't message new contacts.

Other restrictions apply for Facebook and WhatsApp – they will appear directly in the Send message window if they apply to your situation.

The Send message window will open.

  1. Enter a phone number or a contact's name.
  2. Select a status. You must select a status before sending the message (not if you start a chat).
  3. Type a message. When starting a chat (5), you don't need to enter a message now – you can enter it after you open the chat.
  4. Close the Send message window.
  5. Start a chat.
  6. Send message and close the Send message window.

  From the CRM module

From the CRM module

Open the CRM module in the main menu and go to Contacts.

Find the Contact you would like to send a message to and open the details. See CRM for detailed instructions.

The person must have contacted you in the past for you to be able to start a new message. You can't message new contacts.

Click the Facebook/WhatsApp/Viber icon next to the Contact name in External contacts. The Send message window will open.

  From a ticket

From a ticket

Open the Ticket module in the main menu.

Open the ticket that you would like to send a message from. See Tickets for detailed instructions.

Click the Facebook/WhatsApp/Viber icon in the top right corner of the ticket and choose the customer's number that you would like to message. The Send message window will open.

If one of your past activities in the ticket contains a Facebook/WhatsApp/Viber message, you can also send a message from one of those.

Click the Messenger/WhatsApp/Viber button. The Send message window will open.

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