Chat

In the Chat menu, you and your team read and reply to customer messages from all channels in one inbox. This menu is open to all roles: Admin, Supervisor, and Agent.

For your information, the labels inside the inbox (tab names and buttons) are not translated, so they appear in English in both languages. This guide writes those labels exactly as they appear on screen.

Who sees and replies to chats

All users in your business see all chats, whatever their role and whatever their department. Tabs and filters only filter the view. They do not limit access.

Only the following users can reply to a chat, close it, hand it over, write notes, and add tags:

• the agent who currently holds the chat, or
• users with the Admin or Supervisor role.

For example, Rina (Agent) can read a chat that Dodi holds, but cannot reply to it. If Rina needs to continue that chat, Rina takes over the chat first.

Inbox tabs

The tabs at the bottom of the chat list separate chats by who is serving them.

Note that the Unassigned tab name changes to All Agents or to the name of an agent when you select that agent filter.

The search above the list matches customer names and phone numbers. The search is case-sensitive, so type the name exactly as it is saved.

Take over a chat

Use Take Over to move a chat to yourself. This button appears above the reply field when a chatbot, an AI Agent, or another agent is serving the chat, and when the chat has no agent yet.

1. Open the chat you want to take over.
2. Click Take Over in the yellow notice above the reply field.
3. You now hold the chat, and it moves to the Mine tab.

All roles can take over an unfinished chat for themselves, including a chat that another agent holds. A finished chat cannot be taken over. If you try, the app shows the message "This chat can't be taken over because the session has ended."

On a chat without an agent that waits in the Unassigned tab, the yellow notice reads "No agent is handling this chat yet." Click Take Over to take that chat. The exception is a chat whose customer is being asked to choose a department. That chat has no Take Over button until the customer chooses. If nobody takes the chat, the system assigns it to a department agent automatically. How chats are assigned is described in the Departments topic.

Hand over a chat to another agent or department

Use Hand Over when someone else needs to continue the chat, for example a billing question that the Finance team must handle.

1. Open the chat, then click Hand Over at the top of the chat.
2. Select the destination department. This field is required. The agent list appears only after you select a department.
3. Select the destination agent.
4. If needed, write a note for the destination agent, up to 500 characters. A longer note makes the handover fail without a notice.
5. Click Hand Over. The chat moves to the agent you selected.

Note the following:

• Only the chat holder, an Admin, or a Supervisor can hand over a chat.
• A chat is always handed over to an agent. You cannot hand over a chat to a department only, without selecting an agent.
• The agent list contains only active department members.
• The handover note is saved as an internal note with the prefix "Handover note:". The customer does not see this note.

Close a chat

1. Open the chat that you finished handling.
2. Click Mark as Resolved.
3. Confirm. The chat moves to the Resolved tab.

When the chat is closed, the customer receives the goodbye message if that message is turned on in the department. If the Conversation Summary feature is active for your business, the summary is also updated automatically.

For spam or a chat sent by mistake, click Mark as Junk. The chat also moves to the Resolved tab.

To continue a finished chat, open the chat in the Resolved tab, then click Reopen Session. If an agent held the chat last, the chat goes back to that agent.

Close reasons

You do not need to enter a reason when you close a chat. The system fills in the reason shown in the chat history automatically, for example the chat was closed for inactivity, resolved by the AI, the chatbot finished, the customer closed it, or the customer is in a data deletion request.

Write internal notes

Notes help the team remember the context, for example "Pelanggan minta dihubungi lagi Senin pagi".

1. Open the chat, then open the customer information panel on the right side.
2. Write the note in the notes field.
3. Save it. The note appears in the list of notes for that chat.

Only your team sees notes, and notes are never sent to the customer. All users can read notes. Only the chat holder, an Admin, or a Supervisor can write, edit, and delete notes.

Add tags to a chat

Tags group chats, for example "Komplain" or "Pesanan Baru". You create tags in the Chat Settings > Tags menu.

1. Open the chat, then open the customer information panel.
2. Select the tag you want to add.
3. The tag appears on that chat.

Only the chat holder, an Admin, or a Supervisor can add and remove tags on a chat.

Create a tag

1. Open Chat Settings > Tags, then click the create button.
2. Enter the Name, select the Tag Color, and add a Description if needed.
3. Choose where the tag can be used with two switches: Usable on Customers and Usable on Chats. For example, a "VIP" tag for customers and a "Komplain" tag for chats.
4. Click Create.

You can deactivate a tag that you no longer use with the Active switch instead of deleting it, so that the tag stays intact on older data.

Use Template Responses

Template Responses are ready-made answers to frequent questions. You create templates in the Chat Settings > Template Responses menu.

1. Type / in the reply field.
2. Continue typing the shortcut or part of the template content, for example /ongkir.
3. Select a template from the list. The template content goes into the reply field.
4. Edit the text if needed, then send it.

Conversation summary

The summary card shows the core of the customer's question and the answers already given. The explanation is in the Conversation Summary topic.

Reply time limits

Some channels limit when a business can reply to a customer.

WhatsApp Business API. A plain text reply is rejected if the customer's last message came in more than 24 hours ago, or if the customer has never sent a message in that chat. The inbox shows the notice "WhatsApp 24-hour window expired". To continue the conversation, send an approved WhatsApp template. The 24-hour window opens again when the customer replies.

Instagram. An agent reply is not sent and is marked as failed if the customer's last message came in 7 days ago or more. Replies between 24 hours and 7 days are still sent.

Customers in a deletion request

When an Admin requests deletion of a customer's data, the customer's active chats are closed automatically. The chats of that customer no longer appear in the inbox, in the tab counts, or in search results.

If you still try to send a message or start a new chat to that customer, the app shows the message "This customer's data is being or has been deleted on request, so messages cannot be sent."

The deletion request flow is described in the Customers topic.