Haptik Docs

Haptik Docs

  • Tools
  • Integrations

›For Team Leads

Getting Started

  • Introduction

For Agents

  • Introduction
  • Toolbar Actions
  • Smart Actions
  • Closing Categories
  • Agent Daily Statistics Mailer
  • Shortcuts for navigation
  • Sounds and Notifications

For Team Leads

  • Introduction
  • Businesses
  • Teams
  • Chat Priority and Assignment
  • Analytics
  • Agent Reports
  • Chat assignment

Miscellaneous

  • Bot Agent Handover
  • Adding your own custom tool
  • Integrating with External Bot

Businesses

On the left-hand menu, you tap on the Businesses icon to land on this page.

menu

You can think of this Businesses page being navigated from left to right in 3 sections. First you select a Business, then you select the chat list (ex: BOT, Queued). And then you could choose to access a chat detail view in third section.

sections

Section 1: List of businesses

This section lists the businesses against 2 metrics

  1. Total Live chats: As the name suggests, you get the count of live chats for this business at any instant.

  2. Delayed chats: This gives you the number of Delayed chats for a business. When you create a Team for any business, you set the time value for which a chat is supposed to be considered delayed.

    Tip: Delayed chat time can be different for any team in a business. 
    

You can click on any business in this section, to render the chats for it, in the next section.

Section 2: Chat lists

This section is divided into 5 sub-sections -

  1. BOT
  2. Queue
  3. Active
  4. Waiting for User
  5. Completed Chats

Chat lists

Within a selected sub-section view, you can filter by Team or Assignee (both Assigned and Unassigned chats).

Tip: You can also filter and Chats list to show only new users or to show only delayed chats.

For any chat in a list view, you can click the Reassign chat view to reassign a specific chat to a Team or an Agent.

Chat assignment

Section 3: Chat detail view

Selected chat

Here, you get the detailed chat window for the selected chat in above section 2.

You can now access some smart actions and mark the chat complete or you could send this selected chat to Waiting for User.

Selected chat

Team Leaders do not get Closing Categories on marking a chat complete from Businesses or Teams screen.

Last updated on 4/16/2021
← IntroductionTeams →
  • Section 1: List of businesses
  • Section 2: Chat lists
  • Section 3: Chat detail view
Haptik Inc.
Tools
Conversation StudioSmart Agent ChatIntelligent Analytics
Integrations
iOS SDKAndroid SDKWeb SDKWhatsAppFacebookBot API
Others
HSLSLAExternal Agent Chat Tool
Copyright © 2021 Haptik Inc.