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Live chat Guide

Monty Support
Updated

From the Live chat section, you can see all conversations between the bot and your leads in real-time, have agents chatting when needed, send the visitor back to an automated conversation with a bot, and much more!

Inbox Section _ Monty.png

 

To access the inbox section, click on the Live chat icon in your Dashboard:

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Simplifying the Inbox section

The Inbox is divided into three main sections for a more precise and organized view:

  1. Conversation List (Left):

Here, you'll find a list of all your conversations between the bots and your leads.

Arrow Icon: This indicates a user requested a live agent.

Conversation List (2).png

  1. Conversation Space (Middle):

This is where the real chat action takes place. Agents manage conversations, engaging with users to provide assistance as needed.

Conversation Space (2).png

 

Agents can route conversations to teammates for efficient handling.

Please note that only agents with an 'Inbox Seat' are authorized to engage in conversations and provide assistance.

  1. User Information (Right):

Gain valuable insights into each conversation by accessing user details and understanding past interactions. This information helps in providing personalized and efficient assistance.

Conversation Details (2).png

 

Managing the Inbox

In the inbox section, on the left side panel, you will have five filters and one search option with a specified value that will allow you to filter and access the conversations you want.

Let's take a closer look:

At the top, horizontally you'll find five filters and one search option to sort your chats:

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Channels

View conversations across specific channels. You will find here all the channels (WebChat, Facebook Messenger, WhatsApp, Instagram) that you connected to your account.

Channels (2).png

 

Team Conversations

View conversations assigned to specific agents or teams, depending on your user role.

You'll find all the agents that you have in your Monty account. Once you click on the name, you will see the conversations assigned to that agent!

team (4).png

Available options are:

  • All - Here, you will find all the conversations of your bots, including yours, unassigned, and the ones assigned to any teammates.
  • Unassigned - Here, you will find the conversations that are not assigned to any agent yet.
  • Specific team - All conversations are assigned to that specific team.
  • Specific agent in a team - Here, you will find the conversations that are assigned to a selected agent within a team.
  • Assigned to me - Here, you will find the chats assigned to you as an agent. You can see your profile picture.
  • Agents with no team - Here you will find the conversations that are assigned to a selected agent without a team.

Note: The availability and visibility of these filters may vary based on the user's role.

 

Conversation Status Filter 

In the middle, you also have the option to sort out what type of conversation you would like to see:

Conversations filter (2).png

Available options are:

  • All - Shows ALL conversations, regardless of the status. That means it shows open, closed, banned, and unassigned chats.
  • Open - Open Conversations (the ones that you have not closed).
  • Closed - Conversations you have closed in the Chats section. Usually chats you don't need to handle, or that are already solved.
  • Banned - Conversations involving users explicitly restricted from interacting on your Facebook channel due to rule violations or inappropriate behavior.
  • Unread - Conversations that are not open (the ones that you have yet to open).

 

Tags

On the right side, you can sort your conversations based on tags to meet your needs based on topics, urgency, or other criteria relevant to your workflow.

Tag (3).png

Note: You can add multiple tags to refine your conversation filters.

 

Search by the value of the Attribute

It is possible to search conversations according to a specific value of the Attribute. You can search by the {{first_name}}, {{phone}}, or {{email}} from the users.

For example, here we filter by the value "moh", and we can see conversations with users who have an attribute that contains it, in this case, in {{first_name}}:

value (6).png

 

Sorting Conversations

On the right side of the search bar, you can sort your conversations by who’s been waiting longest for a reply or newest conversations:

Sorting (3).png

 

Additional Tips for Success:

  • Use tags for efficient organization, such as marking conversations for a refund or VIP treatment.
  • Remember, only agents with an 'Inbox Seat' can engage in conversations.
  • Utilize filters and sorting options to manage your workload efficiently.
  • Leverage conversation details to provide personalized assistance.
  • Collaborate with teammates to handle complex inquiries smoothly.

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