Tools of the Conversation

This area will let you decide the action on each conversation.

There are 5 features that you need to know:

1. Auto - reply

When it’s turned on, the bot will automatically reply customer’s message. We recommend you turn off this mode when your chatbot gives an unwanted answer.

2. Search

This box will let you find the old message in the conversation.

3. Create ticket

This feature will let you create a ticket for your customer help you to manage and solve the issue.

• Name: name of the ticket (issue, problem, etc)

• Category: you can classify your ticket to the list you created before. (click here to see how to create your list).

• Priority: 3 options for choosing: high, medium, and low.

• Assignee: choose the staff to manage the ticket.

• Status: 4 options for choosing: open, closed, in progress, and solve.

• For more details, please access the Ticket article.

4. Close the status conversation

You can close this conversation after finishing your customer support. It will open again when having a new message from the customer.

5. Customer's Information

• This box will conclude the customer's info. You can choose the tag you created before for classifying or managing your client. (See here to know how to access the Tag)

• You can write down your note for other staff to see.

• You can also see who is in charge of this conversation.