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    Messaging Interface
    • 20 Sep 2022
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    Contents

    Messaging Interface

    • Updated on 20 Sep 2022
    • 1 Minute to read
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    Article summary

    To open the messaging interface, navigate to the Communication > Messages in the navigation menu.

    The main messaging window displays all active sessions assigned to the employee.

    Messaging window layout

    messaging-window-layout

    List of conversations received

    The left pane displays the chats based on the selected filter and selected channel.

    Using the Message filter you can apply several viewing options
    chatmessage_filter

    Filter NameDescription
    Mine & OpenDefault. All conversations are assigned to the active user and not answered yet.
    Not assigned & OpenAll not assigned and thus not responded to conversations.
    Mine & ClosedAll closed conversations assigned to the active user.
    AllAll conversations, both open and closed. For all users.

    Message dialog

    messaging-conversation-dialog-pane

    The middle pane contains the actual messaging dialog with the customer.
    Receiving and responding to messages is handled through the chat message dialog.
    Incoming messages are displayed realtime within the dialog window.
    The support agent can reply manually or use the wiki feature to provide a fast answer on frequently asked questions.
    The dialog provides a clear overview of the communication timeline.

    Send template message button sends an approved by WhatsApp and defined at MessageBird template message to ask customer consent for interaction. Opt-in is required each time an agent initiates a conversation with a customer or continues a conversation after a 24-hour session expiries.

    Message details

    The right pane allows you to connect the messaging session to a particular order, customer or ticket.

    What's Next