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. Each chat shows its app: web chat, WhatsApp, Messenger, Instagram, Telegram, LINE or SMS.
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. In web chats you can attach files, and you see when the customer is typing.
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