What are Requesting Chats?

Whenever there is a query that the chatbot isn’t able to solve or if they want to speak to a human agent, the chat goes from Active Chats to Requesting Chats. All the chats in this section basically mean they are waiting and need human agent intervention to get their unresolved query solved. Also, all these requesting chats come on the top bar as well so that it is instantaneously seen by the agents. The chatbot is still active and running in Requesting Chats.

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• What are Intervened Chats?

  Once the Requesting Chats are intervened, they go from the Requesting Column to the Intervened Column. Here, the chatbot is no longer active and it has become a pure Live Chat system. The Agents can reply to the user’s query and once they are done, ...

• What are Active Chats?

  All the chats that are been done by the WhatsApp chatbot come under Active Chats in the MyOperator platform. The chats here means they don’t require any human agent intervention as they are perfectly handled by the chatbot itself. Also, if any new ...

• How to Intervene chats?

  Once the chat comes to the Requesting section, the agent just needs to select a particular chat which they want to intervene in and click on the “Intervene” button which is placed at the bottom of the chat window. Once the query is resolved, Agent ...

• What are the types of chats?

  Different kind of chats are: Active Intervene Responded

• Can the Agents intervene in the chats in the History Page?

  The Agents can only intervene in the chats of the Active Users. Since all the users/chats in the History Page are Inactive, the Agents can not intervene the chats. WhatsApp has provided a 24 hours window for businesses to interact with the users. ...