Tenha Múltiplos Atendentes em um Único Número de WhatsApp

• Log in to your AiSensy account.
• Navigate to the Live Chat section from the dashboard.

Whenever a customer messages you, the chat appear in Active Chat.

If there's a WhatsApp chatbot in place, the chatbot will instantly reply with an automated text.

If the user isn't satisfied with the answer, they can request intervention, moving the chat to the Requesting Chats state.

When a chat appears in the Requesting Chats, this means that the user wants to talk to a human agent to resolve their query.

Live Chat agents can intervene the chat by clicking on the 'Intervene' button.

Once in the Intervened Chats section:

• Communicate directly with the user to address their queries.
• Utilize the Chat Profile panel to view relevant information and tailor your responses accordingly.
• Monitor the Customer Journey to understand the user's interaction history and provide informed assistance.

After successfully addressing the user's concerns:

• Click the 'Resolve' button at the top of the chat window.
• This action reactivates the chatbot and moves the conversation back to the Active Chats section, preparing it for future interactions.
• 24 hours after the last conversation with the user, the chat will go to History Page.

Note: the Agent that intervenes the chat is the only one who can view the chat.

The Chat Profile session in AiSensy's Live Chat provides a comprehensive overview of a user's interaction history, including basic parameters, campaign records, attributes, tags, and customer journey, enabling agents to deliver personalized and informed support.

Within the Chat Profile panel you can:

• View and edit Attributes
• View and assign Tags
• Access Payments history
• Access Campaigns history

Inside Chat Profile, track the Customer Journey, which logs all events between the Agent and the User, such as:

• Which agent intervened in the chat
• Tags added by agents
• Campaigns sent to the user
• Dates and times of each event.

This insight helps tailor campaigns and template messages that lead to conversions.

As an account owner, you can add multiple agents and assign roles:

• Navigate to the Agents page under the Manage section.
• Click on Add Agent and fill in the required details, such as username, display name, and password.
• Assign roles as either Live Chat Agent (can intervene and respond to chats) or Manager (has broader access, including broadcasting capabilities).

To ensure agents handle only specific chats:

• Assign particular attributes (e.g., tags) to agents.
• Agents will then only view and manage chats that match their assigned attributes, streamlining the support process.

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