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Answer an Incoming Message

Answer an Incoming Message

Your incoming notifications appear in a black rectangle. You can move notifications around your screen by dragging them. You can also minimise them into Waiting activities using the arrow in the bottom left corner.

The notification displays:

  • the customer's details. Click their name or company to open their CRM details.

  • the name of the Queue and the amount of Time the customer has been in the queue.

  • the amount of time since you received the notification.

Accept or Reject the message by clicking one of the corresponding buttons. You may see a white button next to the reject button. This opens a URL defined by your administrator.

You may have limited time to answer the message. If you take longer, you may automatically be put on an unpaid pause.

Notice the Waiting activity badge?

You may be able to answer web chats even if you don't receive a black notification (e.g. because you are logged out of a queue or because the call is being routed to one of your colleagues).

Click the Waiting activities button above the main menu.

Click Accept to answer the web chat.

Message Details

Message Details

Once you have accepted a message, a new tab will appear in the static panel. It will be labeled with the customer's name.

Click the message tab to see the message details. Click it again to return to the previous screen (e.g. the Dashboard).

When you receive a new message in the chat, the message tab will flash red and white. You may also hear a notification sound.

The message detail screen may contain different widgets set up in different order. The message widget is the only mandatory one.

Message Widget

Message Widget

The message widget header displays the Queue number, queue name and the customer's name.

The top part of the widget contains the chat and event history as well as chat controls.

  1. Type your message in the field. To send your message, click Send (5) or press Enter on your keyboard. Use Shift+Enter to start a new line.

  2. Open a dropdown menu and select a template to insert.

  3. Open a preview with emotikons and click on to insert.

  4. Select files to send to the customer or drag and drop files into the grey area around the Select files button.

  5. Send message.

  6. Load older messages from earlier chats with this contact. Only appears if any history exists.

The bottom part of the widget allows you to manage the message.

  1. Select a status. You must select a status before closing the message.

  2. Mark the message as important.

  3. Open a URL (set up by your administrator).

  4. Invite another agent to the message.

  5. Transfer the message to another agent.

  6. Postpone chat. You can find it in your Postponed activities above the Main menu.

  7. Close the message tab. You will be disconnected from the customer.

If you are not in the activity widget you can get a toast notification to remind that you have an open activity. There are two option when you get a notification:

  1. Notification will display after certain time from first message from the customer.

  2. You get a notification for every new message in the chat. 

Contact and Account Widgets

Contact and Account Widgets

The Contact and Account widgets display CRM information about the customer and the company they are calling from.

  1. View the record in the CRM module. Click the activity tab in the top bar to return to the activity.

  2. Edit the CRM record in the CRM module. Click the activity tab in the top bar to return to the activity.

  3. Unpair the CRM contact from the activity.

  4. Open the given CRM module info in the background. Click the Home button to view it.
    If the phone number is associated with more than one contact, a list will appear at the bottom of the widget. Click the Link button to switch to the selected contact.

  5. Open SLA settings in the background. Click the Home button to view them.

Activities Tab

  1. Click the Activities tab in the header to view the contact's past activities.

  2. Open activity detail. See Activities for more detail.

New Contact

If the customer's phone number is not saved in the CRM module, the Contact widget will be open on the Activities tab.

Click Add new contact to open the CRM module and create a new entry. See CRM for more details.

Ticket Widget

Ticket Widget

Use this widget to assign an existing or new ticket to the call. If a ticket has already been assigned, the widget will display it.

  1. Search for a ticket.

  2. Filter your favourite tickets.

  3. Filter your tickets.

  4. Filter the current contact's tickets.

  5. Filter the current account's tickets.

  6. Create a new ticket.

  7. Open the ticket in the Ticket module. Click the activity tab to return to the call detail screen.

  8. Customer journey – see the contact's history.

  9. Assign the call to the ticket.

You can apply multiple filters to view only tickets relevant to your call.

Once you assign a ticket to the call, the widget will display the ticket details.

Calendar Widget

Calendar Widget

The Calendar widget displays your scheduled events. Days coloured blue contain events. The selected day is bold. See Dashboard for more details.

Co-browsing Widget

Co-browsing Widget

Use co-browsing to help customers navigate your website, software or the real world. Both sides can share their screen, video and sound.

Click Create video room to start. The video room will open in your Co-browsing widget.

You can invite customers by:

  • sharing the entire URL of your new room. Your URL is – see screenshot below. They will connect directly to your room by simply pasting the URL into their browser or clicking the link you send them.

  • sharing your general conference URL ( and your room number. See the screenshot below

  1. Turn camera on/off.

  2. Turn screen sharing on/off.

  3. Turn microphone on/off.

  4. Disconnect from the video room.

The customer's video room has similar controls.

  1. Unmute agent.

  2. Turn camera on/off.

  3. Turn screen sharing on/off.

  4. Turn microphone on/off.

  5. Leave conference room.

Articles Widget

Articles Widget

The Articles widget displays a list of your available articles – these can contain info that can help you in your work.

  1. Open the article in the Knowledge Base module.

  2. Read the article in the Articles widget.

This is what an article open in the Articles widget looks like:

Click the Back button to return to the list of articles.

Page in iframe

Page in iframe

The Page in iframe widget displays an external web page. Interact with the page just like you would normally. You can scroll using your mouse wheel or the controls on the right hand side.

Transfer a Chat

Transfer a Chat

To transfer a chat, go to the chat Message widget in the chat tab.

Click the Transfer button. This will open the Transfer activity window.

Select where to transfer the web chat. You can choose a specific person or a queue. Click Transfer.

Your chat will end and the customer will be transferred.

Invite Another Agent to a Chat

Invite Another Agent to a Chat

To invite another agent to a chat, go to the Message widget in the chat tab.

Click the Invite button. This will open the Invite to activity window.

Select who to invite to the chat. You can choose a specific person or a queue. Click Invite.

You and the agent you have invited will now both be chatting to the customer.

The customer will see a notification that another agent has joined the chat but will not be able to tell which agent has sent which messages.

When one of the agents closes the chat, the customer will see a notification but will continue to chat to the other agent.

Send a New Message

Send a New Nessage

To send a new message, click the Facebook, WhatsApp or Viber button in the static panel at the top of your screen.

The person must have contacted you in the past for you to be able to start a new message. You can't message new contacts.

Other restrictions apply for Facebook and WhatsApp – they will appear directly in the Send message window if they apply to your situation.

The Send message window will open.

  1. Enter a contact's name.

  2. Select the queue you want to use to send the message (only visible if you have more than one queue).

  3. Select a status. You must select a status before sending the message (not if you start a chat).

  4. Select a template to insert into the message.

  5. Type a message. When starting a chat (5), you don't need to enter a message now – you can enter it after you open the chat.

  6. Start a chat.

  7. Send message and close the Send message window (if you see Statuses (3), you must select one before sending the SMS).

From the CRM Module

From the CRM Module

Open the CRM module in the main menu and go to Contacts.

Find the Contact you would like to send a message to and open the details. See CRM for detailed instructions.

The person must have contacted you in the past for you to be able to start a new message. You can't message new contacts.

Click the Facebook/WhatsApp/Viber icon next to the Contact name in External contacts. The Send message window will open.

From a Ticket

From a Ticket

Open the Ticket module in the main menu.

Open the ticket that you would like to send a message from. See Tickets for detailed instructions.

Click the Facebook/WhatsApp/Viber icon in the top right corner of the ticket and choose the customer's number that you would like to message. The Send message window will open.

If one of your past activities in the ticket contains a Facebook/WhatsApp/Viber message, you can also send a message from one of those.

Click the Messenger/WhatsApp/Viber button. The Send message window will open.

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