Chats: taking over conversations and answering customers
The live list of conversations, your availability, what happens when the bot hands over, taking over and answering, AI help for the reply, e-mail to a visitor who left, returning to the bot and closing.
Чатове (Chats) shows every conversation of your bots as it happens — on your site and on Telegram. Here your team takes over when the bot hands a conversation over, answers, approves requests and closes.
Agents and administrators answer; observers only read: What Assistant does.
The list
Filters at the top:
- Активни (Active) — waiting for a person or with a person;
- Мои (Mine) — taken by you;
- Без агент (Unassigned) — waiting, nobody has taken it;
- Приключени (Closed);
- Всички (All).
Each row shows the status — Бот (Bot), Чака (Waiting), Поет (Taken), Приключен (Closed) — a dot for unread messages, SLA when a response target was missed (Assignment rules and SLA), the time, the last message and who has it.
On the right of the filters:
- Your status — 🟢 Наличен (Available), 🟡 Отсъствам (Away), ⚪ Офлайн (Offline). Only available colleagues get conversations automatically, and the visitor's message depends on it (below).
- A green dot when the list is live (red while it reconnects) and the number of colleagues online.
When the bot hands over
The bot hands a conversation to your team when the visitor asks for a person, when the topic is legal, medical, financial or an emergency, when a menu reaches Към човек (To a person), or when it cannot help. The conversation becomes Чака (Waiting) and, if an assignment rule matches, goes straight to an available colleague.
What the visitor reads:
- someone is available: Свързвам ви с човек… (Connecting you to a person…);
- nobody is available: В момента няма свободен колега. Оставете имейл или телефон и колега ще се свърже с вас в работно време — дотогава мога да помогна с друго. (No colleague is free right now. Leave your e-mail or phone…) — and the bot keeps answering other questions while the conversation waits;
- for a sensitive topic, the bot stays silent until a person answers.
Take over and answer
- Open the conversation and press Поеми (Take). It becomes Поет (Taken) and the bot stops answering.
- Write in Отговор до клиента… (Reply to the customer…). Enter sends; Shift+Enter starts a new line. The visitor sees Агентът пише… (The agent is typing…) while you type.
AI help, above the reply box:
- Предложи отговор (Suggest a reply) — a draft from the conversation and the bot's knowledge, put into your reply box to edit;
- Обобщи (Summarize) and Следващо действие (Next action) — shown in a strip at the top, marked AI копилот (AI copilot);
- Тон… (Tone) — rewrites your draft: Приятелски (Friendly), Официален (Formal), По-кратко (Shorter), Извинение (Apology).
When the visitor has left
If the visitor is no longer on the page, your replies go to them by e-mail — the confirmed e-mail if there is one, otherwise the one they typed in the chat:
- about 90 seconds after your last reply, as one e-mail with every reply since their last message;
- only if they have not answered since, and only for replies from the last 24 hours;
- from your store's sender in Push.
Telegram conversations get your replies in Telegram.
Give it back or close it
- Върни на бота (Return to the bot) — the bot answers again. The visitor reads Връщам ви към асистента — колега може да се включи отново по всяко време. (You are back with the assistant — a colleague can join again any time.)
- Приключи (Close) — the visitor reads Разговорът е приключен. (The conversation has been closed.) and is asked Как оценявате разговора? (How was your chat?), 1 to 5 with an optional comment.
- Отвори отново (Reopen) — back to the team.
- Тикет (Ticket) — follow-up work outside the chat: Tickets.
A conversation only the bot handled closes by itself after 12 hours without messages; the visitor's next message starts a new one.
The conversation's context
On a wide screen the panel is on the right; otherwise press Контекст на разговора (Conversation context):
- Контекст (Context) — Канал (Channel), Език (Language), Намерение (Intent), Настроение (Mood), Причина за ескалация (Reason for the handover), Агент (Agent);
- Клиент (Customer) — the name and e-mail, · потвърден / · непотвърден (confirmed / not), the linked CRM contact, and the CDP profile: last seen and a few traits;
- Бележки (Notes) — internal notes for the team, never shown to the visitor: write one and press Добави бележка (Add a note);
- Събития (Events) — what happened in the conversation.
A request about an order waiting for approval appears at the top of the conversation: Requests about orders.
If something doesn't work
Ролята ви в Assistant е само за преглед — отговорите и решенията са за роля Агент или Администратор.
(Your role in Assistant is view-only.) Ask an owner or admin for Assistant access Editor or Admin: Service access.
The list does not update
The dot is red: the live connection is reconnecting. Wait a few seconds or reload the page.
The visitor did not get my reply by e-mail
They gave no e-mail in the chat, they answered after your reply, or your store's sender in Push is not verified: Senders.
Още няма какво да се обобщи.
(Nothing to summarize yet.) The conversation has no messages to work from.