New Open Chats View - More Visibility and Real Time Updates - OvationCXM - Product Updates

New Open Chats View - More Visibility and Real Time Updates

We revamped the Open Chats view that available for all users in Inbox.

We turned this view from a simple filtered list like the other views into a robust chat command center where you can see all your active chats, your chat queue, and your team's active chats in one place all with real time updates. This will help to improve response times, minimize clicks, reduce load times, and help to create an overall improved chat experience for your customers.

Here's a summary of updates to the Open Chats view:

• Instead of just a simple list of open chats there now are three sections in the Open Chats view. 1. My Open Chats 2. Unassigned Chats 3. Other Agent's Chats. This allows you to quickly see chats you are working alongside chats waiting in the queue.
• This view is now wired into real time updates so when a new chat comes in or gets claimed, the list will automatically update and the chat card will move to the correct section.
• You can now see a typing indicator on the chat card when the customer is typing in Messenger without needing to click into the case.
• The chat cards now also shows the last message that was sent so it's easy to tell if you need to open that case/chat to respond or not.
• There is a quick filter at the top of the list for the case created date so if a chat case gets escalated and remains open for a long time, it no doesn't have to clog your queue/list of new chats coming in.
• Opening a chat from the My Open Chats list will default to the chat panel showing on load rather than the Activity panel.

Alan Finlay