Managing Conversations
Assigning an Agent to a Contact
The Assignment dropdown list can be found at the top right corner of the Messages Module. It may be used to assign or reassign an Agent to a Contact. The dropdown list will list all the available Agents with their avatars. You can also search for a specific Agent via the search box.
Unassigning an Agent from a Contact
The Assignment dropdown list includes the Unassign option. This unassigns a User from a Contact and moves the Contact to the Unassigned Inbox.
Closing a Conversation
Next to the Assignment dropdown menu is the Open or Close Conversation button. When a Contact has an open conversation, the button will allow you to close the conversation. When a Contact has a closed conversation status, you can open a new conversation to initiate contact.
Re-Engage with a chat after 24 Hours
To re-engage with a chat after the 24 hour WhatsApp chat window:
1. Turn off the iVA
2. Select the shortcut named: Re-engagement Message
3. Type your message without a greeting and send
4. Wait for the student to respond and chat.
5. Turn on the iVA after your conversation.
When to switch the iVA ON or OFF
Use the following guidelines on when to turn the IVA of and back on during conversations:
TURN iVA OFF WHEN:
1. You are taking over a conversation as a live person
TURN iVA BACK ON WHEN:
1. When you Arte done with a conversation and handing back to the iVA
