Messaging

After connecting your channels to MessageGate, you can log in to the MessageGate Omni-Chat screen by clicking the Inbox option on the left panel of the console screen. This screen is the screen where customer representatives can interact with customers. In addition, Ticimax, Ideasoft and Shopify users can manage their products and orders through this screen after they integrate. Click to learn about product integration.

You must be online to receive and reply to conversations from the conversation history tab on the Omni-Chat screen. Click the online button to go online. When the button light turns from yellow to green, it indicates that you are online. If you want to switch to time out again, click the break button. Users who are in a break state do not receive speech from the queue and the conversation cannot be transferred.

Incoming messages fall into the inboxes of the customer representatives, respectively, from the queue. A certain number of conversations are automatically transferred to the customer representatives from the queue. If there is no automatic transfer of speech from the queue, you can manually pull speech from the queue by clicking the button in the inbox on the left side of the screen.

Click to learn how to edit the number of conversations that will be automatically transferred to agents from the queue.

You can start correspondence with your customers by clicking on the message you want to reply.

You can shorten your response times by saving the standard answers you give to your customers as instant messages.

You can send documents, media and emoji to your customers with the buttons on the messaging screen.

In cases where your customer needs to continue the conversation with the chatbot, you can select the flow you want to direct by clicking the flows button and transfer your customer to the chatbot. Click to learn more about streams.

Click the export button to transfer the conversation to another agent. Choose one of the customer representatives who are currently online. You can write a note for the customer representative you transfer to. Transfer the conversation by clicking the Confirm button.

After the transferred customer representative accepts the meeting, the transfer is completed. Unaccepted transfers will come back into your conversations.

After the conversation is completed, click the end button to end the conversation. After selecting the reason for termination, click the end conversation button.

Ended conversations fall into the conversation history and terminated tabs. If you want to retake the speech, click the start speaking icon next to the speech.

You can use the filter option to find a specific conversation in the conversation history or to search by specific criteria.

Due to Whatsapp's 24 Hour Rule, if 24 hours have passed since the user's last message, the conversation window will close. In this case, only paid template messages can be sent by the business.

If the user sends a message to the business again, the conversation window will be active again and you can continue to send a message to your customer.