Manage Customer Conversation on Chat Inbox

Explore how you can categorize chats and filter them on DoubleTick chat inbox. Learn how to manage, search, and assign customer conversations efficiently.

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It provides various filters that can be utilized to search for specific types of customers. These filters aid in quickly and effectively searching for a particular group of customers, enhancing efficiency in customer management.

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The Inbox consists of the following 👇

All Chats: This set includes all conversations

Under the "All Chats" section, chats are further divided into the following categories:

1. Open: Displays chats that are presently active, with the chat window open within a 24-hour period

2. Closed: Displays chats that have been Mark as done , indicating that the conversation has been closed
3. Awaited Reply: Shows chats where a response is expected or pending

4. Unread: Includes chats that haven't been read yet

5. All: Displays all conversations without any specific filtering

My Chats: These are conversations assigned to you.

Under "My Chats," the conversations are categorized into:

1. Open: Displays chats that are presently active, with the chat window open within a 24-hour period

1. Closed: Displays chats that have been Mark as done , indicating that the conversation has been closed

1. Awaited Reply: Shows chats where a response is expected or pending

1. Unread: Includes chats that haven't been read yet

1. All: Displays all conversations assigned to you.

Unassigned: These chats have not yet been assigned to any specific agent.

Under "Unassigned Chats," the conversations are categorized into:

1. Open: Displays chats that are presently active, with the chat window open within a 24-hour period

1. Closed: Displays chats that have been Mark as done , indicating that the conversation has been closed

1. Unread: Includes chats that haven't been read yet

1. All: Displays all chats that have not been assigned to any specific agent.

Team member: These chats are currently assigned to agents.

The "Team member" dropdown menu enables you to select an agent, allowing you to view the chats assigned specifically to that agent.

This feature streamlines the process of managing and monitoring chat assignments within the system.

Tags: This set involves chats tagged with specific labels

"Tags" dropdown menu contains all the created or existing tags.

Upon selecting a specific tag from the dropdown menu, all chats that have been labeled with that particular tag will be displayed.

This feature allows for easy access and organization of chats based on their assigned tags.

WABAs: This involves chats related to WhatsApp Business Accounts (WABAs).

If you have multiple WABA (WhatsApp Business API) channels, you can select or filter a particular WABA from a dropdown menu.

By selecting the desired WABA channel from the dropdown, all chats associated with that specific WABA channel will be displayed.

This functionality enables users to easily access and manage chats across different WABA channels.

The number visible against each filter represents the total number of chats that are associated with or contain the respective filter criteria