Chat assignment, replying on chats and more

Chat Assignment

When a new chat conversation is started, it gets automatically categorized under “Unassigned” in the chat inbox menu (on the left-side panel of Gmail). Now there are two ways in which a new chat can…

Sujan Deswal
Updated 1 month ago by Sujan Deswal

Replying on chats

To avoid late responses or missing chats, we strongly recommend that you enable desktop notifications and sound alerts. Go to “Mine” and you will see a list of live-chats that have been assigned to y…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Changing Chat Status (Open/Closed)

A chat status is set to “Open” by default. Once you mark it “Closed” through the “Status” drop-down menu in the right-side panel, the chat will be considered closed. Note: Closed chats cannot be reop…

Sujan Deswal
Updated 1 month ago by Sujan Deswal

Referring to Additional Contact Details Using “Chat details” Section

Agents can use the “Chat details” section in the right-side panel of Hiver chat to see more information about the contact they are speaking to. These details include: “Initiated from”: The URL of the…

Sujan Deswal
Updated 1 month ago by Sujan Deswal

Contact