Guide FloatChat

Floatchat- User Guid

All Messages

1. Introduction #

Supervisors and owners have the ability to view all messages across all agents and bots in a single view. For agents, they can see the messages they have interacted with. 

1.1 Availability #

The All Messages section is accessible in the Messages tab. Supervisors can view all messages in this section, while agents can only see the chats that were assigned to them.

2. Filters

Agents can click on the icon next to the Availability toggle to sort or filter the chats. They can sort messages by ascending (oldest first) or descending (latest first) based on the Start Time. The default sorting mechanism is Start Time – Descend (latest first). Agents and supervisors can apply filters based on attributes such as channel, email ID, name, and date. They can select a date from the date picker to view messages within a specific date range. Filters are empty by default.

Supervisors also have the ability to create custom filters and set actions accordingly. They can filter based on the status of chats, such as New, Active with Agent, Resolved, Pending Resolution, and Unassigned. Additionally, supervisors can define agent categories for filtering, filter based on the last conversed time with predefined options or custom time filters, and filter based on the agent who handled, resolved, or transferred the chat by adding agent email IDs.

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