1. Introduction
Automation of conversations ensures round the clock availability of support and assistance with an advantage if lower input and higher returns. This enables businesses to provide better assistance to their existing customers and empowers them to capture every incoming lead. However, there are scenarios where a user may put forward a query/request that is not programmed in the chat flow for such scenarios Morph provides the support through Converse functionality.
Converse functionality allows an agent to jump in when a bot is unable to answer the required questions or when a user requests for human assistance. An agent can take over communication whenever required.
2. Access
To access Manual Chat functionality click on the Converse tab.
3. Handling a Chat Request
3.1 Assignment of Chat Requests
| Type | Description |
| Assigned | The chat that is assigned to you or being handled by you will be visible in this column. |
| Unassigned | This is the pool of requests that come from your customers and are visible to all agents. You can pick any chat requests from the pool. Once you respond to a request in the Unassigned pool it will be visible in the Assigned column. |
3.2 Sending replies during the chat request
In the message box, an agent can type a simple message or add a rich message
Send a message: Press Enter
Next Line: Press “Shift+enter”
Refresh chat: Press ‘
’ to refresh the chat
Rich Message: A rich message gives a user an option to add text, image/video/file, audio, contact, location. To know more read about the ‘Send Message’ block. You can also add properties. When you type ‘{{‘ you get the dropdown of properties from which you can select the relevant option.
3.3 Closing/resolving a chat request
On the top right you will find a button name ASSIGN TO BOT. Clicking on this button the user will return back to bot flow. In this scenario, the Chat can only be resumed if a user re-initiates the chat request.
3.4 Accessing Bot user Information
You can access Bot user’s information from the panel present on the right side of your chat window. You can also see the value of session properties.
