Answer chats in the inbox

Claim waiting chats, reply with canned replies, transfer, and turn chats into cases or leads.

For: Agents and supervisors

Steps

Open MetriChat → Conversations. My chats are yours; Unclaimed are customers waiting for an agent (longest wait first); Team shows your teams' chats; Bot-handled shows chats still with the bot.
Open a waiting chat and select Claim chat. If two agents click at once, only one gets it.
Type your reply and press Enter. Type / to insert a canned reply. Switch to Internal note for notes the customer never sees.
Use Transfer to hand the chat to a colleague or back to a team's Unclaimed queue.
Use Convert to case to open a MetriCare case with the transcript, or Convert to lead to create a sales lead.
Select Close chat when you are done. The customer can rate the chat, and a low rating creates a follow-up task for you.

The customer panel shows their contact, account, open cases and previous chats.
If the first reply is late or a chat waits too long, you and your supervisor are notified.

Still need help? Contact support