Managing Chat Status for Effective Workflow

Section 1: Introduction

Efficient Status Management in Agent Assist

Agent Assist offers six types of statuses to facilitate effective chat management. Each status serves a specific purpose in the system, ensuring smooth chat handling. Below are the statuses and their intended uses:

Section 2: New

Status: New

• Description: Whenever a chat is created and is either handled by a bot or not assigned to an agent, its status will be automatically set to "New."

Section 3: Open

Status: Open

• Description: When a chat is assigned to an agent, its status changes to "Open." This status is crucial, as it indicates the number of chats that are actively awaiting the agent's attention and response.

Section 4: Awaiting Response

Status: Awaiting Response

• Description: Users have the option to manually change a chat's status to "Awaiting Response" when they are waiting for a reply from the customer. This status is useful for tracking customer-dependent metrics and providing insight to team leads.

Section 5: Pending

Status: Pending

• Description: Users can manually change a chat's status to "Pending" when the chat's progress depends on an internal team's actions. This status reflects the internal dependency on the chat's resolution.

Section 6: Resolved

Status: Resolved

• Description: Once an agent has successfully addressed the customer's queries or completed a sale, they can mark the chat as "Resolved." The system records the resolution time based on this status, aiding in performance tracking.

Section 7: Close

Status: Close

• Description: When a chat is resolved, the system automatically closes it based on the re-open time configured in the settings. Users cannot manually change the status of chats to "Close."

These distinct chat statuses serve to enhance workflow management and ensure that each chat is appropriately tracked and acted upon, contributing to more efficient and effective chat handling.