Chat

In the Chat menu, you and your team read and reply to customer messages from all channels in one inbox. This menu is open to all roles: Admin, Supervisor, and Agent.

For your information, the labels inside the inbox (tab names and buttons) are not translated, so they appear in English in both languages. This guide writes those labels exactly as they appear on screen.

Who sees and replies to chats

Admins and Supervisors see all chats in your business. Agents see all chats when the Agents can see all chats setting is on. When that setting is off, Agents see only the chats that they hold and the chats that wait in the Unassigned tab. Admins manage this setting on the Business Profile page. The details are in the User roles topic.

Tabs and filters only filter the view. Departments do not limit which chats are visible.

Only the following users can reply to a chat, close it, hand it over, write notes, and add tags:

• the agent who currently holds the chat, or
• users with the Admin or Supervisor role.

For example, in a business with the setting on, Rina (Agent) can read a chat that Dodi holds, but cannot reply to it or take it over. If Rina needs to continue that chat, Dodi, an Admin, or a Supervisor hands it over to Rina.

Inbox tabs

The tabs at the bottom of the chat list separate chats by who is serving them.

When the Agents can see all chats setting is off, the Bot and Agent tabs do not appear for Agents, and the Resolved tab only contains finished chats that the Agent held.

Note that the Unassigned tab name changes to All Agents or to the name of an agent when you select that agent filter.

The search above the list matches customer names and phone numbers. The search is case-sensitive, so type the name exactly as it is saved.

Take over a chat

Use Take Over to move a chat to yourself. The chats that you can take over depend on your role:

• Admins and Supervisors can take over any unfinished chat: a chat that waits in the Unassigned tab, a chat held by another agent, and a chat that a chatbot or AI Agent is serving.
• Agents can take over only a chat that waits in the Unassigned tab, including a chat that the AI Agent handed over to the agent queue.

These rules apply to every business, whatever the Agents can see all chats setting is.

1. Open the chat you want to take over.
2. Click Take Over in the yellow notice above the reply field.
3. You now hold the chat, and it moves to the Mine tab.

A finished chat cannot be taken over. If you try, the app shows the message "This chat can't be taken over because the session has ended."

On a chat without an agent that waits in the Unassigned tab, the yellow notice reads "No agent is handling this chat yet." Click Take Over to take that chat. The exception is a chat whose customer is being asked to choose a department. Agents get no Take Over button until the customer chooses. Admins and Supervisors see the notice "The customer is still choosing a department. Take over if this chat needs handling now, then hand it over to the right department." with a Take Over button. After taking the chat over, hand it over to the right department as described in the next section. If nobody takes the chat, the system assigns it to a department agent automatically. How chats are assigned is described in the Departments topic.

When an Agent opens a chat that the Agent cannot take, the yellow notice appears without a Take Over button:

• a chat that a chatbot is serving: "This chat is being handled by the chatbot. You can take it once it enters the queue."
• a chat that an AI Agent is serving: "This chat is being handled by the AI agent. You can take it once it enters the queue."
• a chat held by another agent: "This chat is being handled by {agent name}."

Agents can open such a chat only when the Agents can see all chats setting is on.

Queue wait time

Chats in the Unassigned tab are chats that wait for an agent to take them. The app measures how long chats wait there, so Admins and Supervisors can see when the queue starts to build up. These numbers are visible to Admins and Supervisors only. Agents do not see them.

A chat counts as taken from the queue when someone presses Take Over on a chat that has no agent yet. Admins, Supervisors, and Agents all have to press Take Over before they can reply to a chat without an agent. When an Admin or Supervisor presses it, the chat is recorded as taken under their own name. A chat that the system distributes, or that a Supervisor assigns to another agent, does not count as self-taken. A chat that a vendor bot is serving (automation through the vendor API) is not counted, because its customer is not waiting for an agent.

Wait time is measured on the ordinary clock, including outside working hours. For example, a chat that enters the queue at 8:00 PM and is taken at 8:00 AM the next day is recorded as waiting 12 hours. A chat that is closed before anyone takes it is left out of the median wait time. Data is recorded only since this feature became active for your business. The period before that shows as no data yet.

Indicator in the Unassigned tab

Admins and Supervisors see a row of its own under the Unassigned tab with an indicator such as "3 > 10 min". It means 3 chats have waited for more than 10 minutes. The indicator counts the whole business queue and does not change when you pick an agent filter. When no chat is over the threshold, the indicator does not appear.

The Agent queue panel in Analytics

Open the Analytics menu. The Agent queue panel follows the date range that you pick on that page and shows four numbers.

Below it is the Self-taken by agent table with the number of chats taken, the median wait, and the sample size for each person. The median is the main measure because one chat that waits very long does not distort it the way it distorts an average.

Set the threshold

The threshold sets how many minutes a chat may wait before it is flagged. It starts at 10 minutes. Only Admins can change it.

1. Open the Business Profile page.
2. In the Chat section, enter a whole number from 1 to 240 minutes in Queue wait threshold.
3. Save the changes.

The new threshold is used by the indicator in the Unassigned tab and by the Agent queue panel. A per-agent breakdown is also available in the Agent Performance Report, as described in the Reports and exports topic.

Hand over a chat to another agent or department

Use Hand Over when someone else needs to continue the chat, for example a billing question that the Finance team must handle.

1. Open the chat, then click Hand Over at the top of the chat.
2. Select the destination department. This field is required. The agent list appears only after you select a department.
3. Select the destination agent.
4. If needed, write a note for the destination agent, up to 500 characters. A longer note makes the handover fail without a notice.
5. Click Hand Over. The chat moves to the agent you selected.

Note the following:

• Only the chat holder, an Admin, or a Supervisor can hand over a chat.
• A chat is always handed over to an agent. You cannot hand over a chat to a department only, without selecting an agent.
• The agent list contains only active department members.
• The handover note is saved as an internal note with the prefix "Handover note:". The customer does not see this note.

Close a chat

1. Open the chat that you finished handling.
2. Click Mark as Resolved.
3. Confirm. The chat moves to the Resolved tab.

When the chat is closed, the customer receives the goodbye message if that message is turned on in the department. If the Conversation Summary feature is active for your business, the summary is also updated automatically.

For spam or a chat sent by mistake, click Mark as Junk. The chat also moves to the Resolved tab.

To continue a finished chat, open the chat in the Resolved tab, then click Reopen Session. If an agent held the chat last, the chat goes back to that agent.

Close reasons

You do not need to enter a reason when you close a chat. The system fills in the reason shown in the chat history automatically, for example the chat was closed for inactivity, resolved by the AI, the chatbot finished, the customer closed it, or the customer is in a data deletion request.

Write internal notes

Notes help the team remember the context, for example "Pelanggan minta dihubungi lagi Senin pagi".

1. Open the chat, then open the customer information panel on the right side.
2. Write the note in the notes field.
3. Save it. The note appears in the list of notes for that chat.

Only your team sees notes, and notes are never sent to the customer. All users who can open the chat can read its notes. Only the chat holder, an Admin, or a Supervisor can write, edit, and delete notes.

Add tags to a chat

Tags group chats, for example "Komplain" or "Pesanan Baru". You create tags in the Chat Settings > Tags menu.

1. Open the chat, then open the customer information panel.
2. Select the tag you want to add.
3. The tag appears on that chat.

Only the chat holder, an Admin, or a Supervisor can add and remove tags on a chat.

Create a tag

1. Open Chat Settings > Tags, then click the create button.
2. Enter the Name, select the Tag Color, and add a Description if needed.
3. Choose where the tag can be used with two switches: Usable on Customers and Usable on Chats. For example, a "VIP" tag for customers and a "Komplain" tag for chats.
4. Click Create.

You can deactivate a tag that you no longer use with the Active switch instead of deleting it, so that the tag stays intact on older data.

Use Template Responses

Template Responses are ready-made answers to frequent questions. You create templates in the Chat Settings > Template Responses menu.

1. Type / in the reply field.
2. Continue typing the shortcut or part of the template content, for example /ongkir.
3. Select a template from the list. The template content goes into the reply field.
4. Edit the text if needed, then send it.

Conversation summary

The summary card shows the core of the customer's question and the answers already given. The explanation is in the Conversation Summary topic.

Reply time limits

Some channels limit when a business can reply to a customer.

WhatsApp Business API. A plain text reply is rejected if the customer's last message came in more than 24 hours ago, or if the customer has never sent a message in that chat. The inbox shows the notice "WhatsApp 24-hour window expired". To continue the conversation, send an approved WhatsApp template. The 24-hour window opens again when the customer replies.

Instagram. An agent reply is not sent and is marked as failed if the customer's last message came in 7 days ago or more. Replies between 24 hours and 7 days are still sent.

Customers in a deletion request

When an Admin requests deletion of a customer's data, the customer's active chats are closed automatically. The chats of that customer no longer appear in the inbox, in the tab counts, or in search results.

If you still try to send a message or start a new chat to that customer, the app shows the message "This customer's data is being or has been deleted on request, so messages cannot be sent."

The deletion request flow is described in the Customers topic.