Assigned Section

Once a chat is in the Assigned queue, it has been handed off to a live agent—either by the system’s routing rules or manually by an Admin or Team Manager. This ensures every conversation receives timely, personalized attention.

• How Chats Get Assigned

• Automatic Routing: Chats flow to agents based on skills, availability, or round-robin rules.

• Manual Assignment: Admins or managers can drag and drop chats from Unassigned into an agent’s queue.

• Sub Status - waiting on agent/waiting on user

• This will function as a sub-status under the Assigned status.
• Its purpose is to clearly categorize chats based on whether they are pending action from the agent or from the user.

By introducing these two sub-statuses:

• Waiting on Agent
• Waiting on User

Agents will be able to:

• Easily filter conversations based on responsibility
• Prioritize their workload more efficiently
• Maintain better chat currency by tracking the number of pending chats on each side

This enhancement improves visibility, reduces ambiguity, and helps streamline chat handling.

• Agent Actions

• Update Status: Resolve, abandon, or flag as critical to keep workflows clear.

• Save Contact: Instantly convert high-value users into saved contacts for future outreach.

• Download Transcript: Export full chat logs for compliance, training, or escalation.

• Block Number: Prevent abusive or spammy users from re-entering the queue.

• Create Ticket: Open a support ticket directly from the chat window to track issues in your CRM.

• AI Tone & Translation: Automatically adjust messages for tone (friendly, formal) and translate on-the-fly.

• Rich Messaging: Send attachments, quick-reply buttons, stickers, and emojis to enrich conversations.

• Bulk Assignment: Select multiple chats and assign them at once—for balanced workloads during peak times.





• Use Case Example

A banking customer with a complex support case is auto-routed to a senior agent; the agent reviews the bot’s transcript, resolves the issue, exports the log for QA, and tags the contact for VIP follow-up.

• Archived Section

Chats land here when they’re finished or have lapsed—yet remain accessible for reference, reporting, or recovery.

• When Chats Are Archived
• Manual Closure: Marked “Resolved” or “Abandoned” by an agent.

• Timeout Expiry: Left untouched in Unassigned or Assigned for over two hours (configurable) and auto-archived to prevent queue clutter.

• Reviving Expired Conversations
• User Initiated: Any incoming message from the user immediately moves the chat back to Active.

• WhatsApp Templates: For WhatsApp channels, agents can send a pre-approved template to prompt the user; once the user replies, the chat returns to live.

• Available Actions in Archived

• Inside Chatroom (“⋯” Menu):
• Save Contact

• Download Transcript

• Summarize Chat (GenAI): Auto-generate a concise summary of the conversation.

• Global Actions (Near Filters):
• Review Note Summary: View or regenerate AI-powered chat notes.

• Download Chat Report: Export detailed reports for audits or training.
• Archive with Auto-Tag: Archived chats automatically receive a “Not Responded” tag when lapsed.

• Use Case Example

A user abandons a troubleshooting chat; two hours later, the chat auto-archives. When they respond next morning, the system revives the conversation, preserving context and summary notes for the agent.

• Live Chat Filters

To help agents manage high volumes of conversations, Live Chat includes powerful search and filter tools:

• Tags: Quickly isolate chats labeled “VIP,” “Billing,” or “Urgent.”

• Logical Conditions: Combine filters with AND/OR to narrow down views.

• Keyword Search: Locate specific chats or messages by text.

• Channels: Switch between WhatsApp, Web, Facebook, Instagram, Telegram, Twitter, SMS, and Google Business Messages.

• Status: Filter by Open, Assigned, Archived, Resolved, or Abandoned.

• Lead Score: Prioritize “Warm” and “Hot” leads at the top of the queue.

• Agent/Team: View only chats owned by a particular agent or team.

• Bots: Focus on conversations handled by specific bot flows.

• Campaigns: Show chats that originated from a particular marketing campaign.

• Expiration Time Type: Sort by chats nearing their auto-archive threshold.

• Bookmarked: Access manually flagged chats instantly.

• Unread: Surface only chats with unread user messages for prompt follow-up.








• Enter Chat

• Seamless Handover: Administrators can jump into any live bot-handled conversation at any moment.

• Two-Way Dialog: Once a chat is routed to an agent or team, both sides can message freely.
• Feature-Rich Chatbox: Agents have a dynamic interface—complete with tools and shortcuts—to resolve queries faster.
• Faster Resolution: Real-time intervention drives down wait times and boosts customer satisfaction.



• Translator

• Instant Translation: All inbound and outbound messages can be translated in real time.

• Language Selection: End users pick their preferred language from a dropdown.
• Global Accessibility: Ensures frictionless communication across geographies and language barriers.



• Create a Ticket

• In-Chat Ticketing: Agents or users can spawn a support ticket right from the chat window.

• Structured Form: Capture key details—subject, category, priority, team, and assignee—for quick routing.
• Automated Workflow: Tickets feed directly into your support queue, eliminating manual handoffs.



• AI-Powered Text Tools

• Rephrase: Auto-rewrites messages for clearer grammar and flow.

• Tone Adjustment: Switch between Casual, Semi-Formal, and Formal styles on the fly.
• Expand: Turn terse replies into rich, structured responses.
• Summarize: Instantly generate concise conversation recaps for quick reference.



• Attachments

• Multi-Media Support: Share documents, images, and video clips within the chat.

• Smart Display: Content adapts to each channel’s format and capabilities.

• Size Limits:
  • Documents up to 100 MB
  • Photos up to 5 MB
  • Videos up to 16 MB



• Quick Replies

• Prebuilt Responses: Agents tap into frequently used messages to reply in one click.

• Custom Snippets: Create and save new quick replies—complete with media—to streamline support.
• Time Savings: Reduces typing and ensures consistent, on-brand messaging.



• Emojis

• Expressive Chat: Agents and users can send emojis to convey emotion or tone.

• Engagement Boost: Adds a human touch to conversations, making interactions feel friendlier and more personal.






Together, these features empower your team to handle high-volume, multilingual chats with efficiency and empathy—ultimately driving faster resolutions and happier customers.

• AI Features in Live Chat

  Leverage ChatGPT–powered tools right inside Chat360’s Live Chat to help agents craft better replies, accelerate response times, and maintain consistent quality across every conversation.

• Rephrase

• What it Does: Automatically rewrites any message to improve grammar, clarity, and tone—without changing its core meaning.

• Why It Helps: Ensures agent responses sound natural, professional, and on-brand.

• Example:
• Original: “Hello, address please.”

• Rephrased: “Could you please share your address?”




• Tone Adjustment

• What it Does: Switches your message style between Casual, Semi-formal, or Formal with one click.

• Why It Helps: Matches the conversation’s formality to the customer’s preference or your company standards.

• Example:
• Casual: “Hey! Can you send over that document? Thanks!”
• Semi-formal: “Could you please send me the document? Thank you.”
• Formal: “Please provide the document at your earliest convenience.”



• Expand

• What it Does: Transforms brief replies into full, structured sentences that include extra context and politeness cues

• Why It Helps: Saves time on drafting detailed messages and ensures clarity, especially for complex queries.

• Example:
• Short Reply: “Hello, address please.”
• Expanded: “Hello! Could you please provide your full address so I can assist you further? Thank you.”



• Summarize

• What it Does: Generates a concise recap of a long chat history, distilling key points into a quick note.

• Why It Helps: Allows agents (or supervisors) to catch up instantly on any conversation without scrolling.

• Example:
• Before: A 10-message thread about return policies and shipping dates.
• After: “Customer asked about return window for Order #12345; provided details on 30-day policy and next steps.”

All of these AI tools are accessible directly in the Live Chat toolbar—just highlight your draft or chat history, choose the feature, and let Chat360’s AI do the rest.