Conversation Control Bar
Overview
The Conversation Control Bar provides quick access to essential tools for managing live chat interactions. It allows agents to automate responses, search through past messages, escalate issues into tickets, close conversations, and view customer details.
1. Auto-Reply
Function: When enabled, the bot automatically replies to the customer’s messages.
Recommendation: Keep this off if your chatbot is producing incorrect or unwanted answers, so agents can take over directly.
2. Search
Function: Use the search box to quickly find specific keywords or messages within the conversation history.
Use case: Helps agents review previous interactions without scrolling manually.
3. Create Ticket
Convert a chat into a ticket for tracking and escalation.
Name: Enter the title of the issue (e.g., “Payment failed” or “Login issue”).
Category: Classify the ticket into a pre-created list. (See [Ticket Settings] for how to create categories.)
Priority: Choose from High, Medium, or Low.
Assignee: Assign the ticket to a specific staff member.
Status: Options include Open, In Progress, Solved, or Closed.
Reference: For full setup, see the Ticket article.
4. Close Conversation
Function: Marks the conversation as closed once support is completed.
Behavior: If the customer sends a new message, the conversation will automatically reopen.
5. Customer’s Information Panel
Displays detailed information about the customer.
Tags: Apply pre-created tags to classify or segment customers. (See [Tags] for details.)
Notes: Add internal notes for teammates to view. Notes are not visible to the customer.
Assigned Agent: Shows who is currently in charge of the conversation.
Quick Summary
The Conversation Control Bar gives agents:
Automation toggle (Auto-reply)
Conversation search
Ticket creation & tracking
Status control (Close conversation)
Customer information & classification tools
Last updated