Managing Conversation Status

Insent provides SDRs the option to engage visitors through live chat in Inbox, Slack, or MS Teams. SDRs have the option to engage with prospects through chat, share a zoom link through chat and hop on a quick call or schedule an appointment for later to best cater to your visitor’s requirements.

Insent enables agents to assign visitor chats as ‘Open’, ‘Closed’, or ‘Pending’. When an agent starts a new chat conversation with a visitor, it will be marked as ‘Open’.

When an agent realizes that the visitor request has been fulfilled, they can change the state of the conversation from Open to Closed.

When an agent closes a conversation

The SDR will see a transactional message in the same visitor conversation in Inbox informing them that the chat is marked ‘Closed’. 

Agent closed conversation from Inbox

After the agent closes the conversation, the visitor will be shown a notification in the chat widget that the conversation has been closed.

They will be presented an option to restart the conversation through the ‘Restart Conversation’ option. 

Agent closed conversation - widget experience

When the conversation status is marked ‘Closed’, the visitor will no longer be able to send messages to the agent.  

When the visitor restarts the conversation

When a visitor restarts the conversation by clicking on the ‘Restart conversation' option at the bottom of the widget, the chat will be re-opened, and the conversation status will change from ‘Closed’ to 'Open'

Visitor restarts conversation - inbox experience

After restarting the conversation, the same conversation flow will start from the beginning. 

When an agent reopens a closed conversation

When an agent opens a closed conversation, the status of the conversation will change from ‘Closed’ to ‘Open’.

A transactional message is sent to the visitor informing them that the conversation has been re-opened by an agent.

Agent reopens a closed conversation - widget experience

The same transactional message will be shown in the conversation thread in Inbox. 

Agent opened a conversation after it was closed

Quick Recap

  1. Your agents can manage conversation status by marking chats as ‘Open’, ‘Closed’, or ‘Pending’
  2. When an agent marks a chat session as ‘Closed’ the visitor they were chatting with can no longer send messages to the agent.
  3. The visitor can restart the conversation when a conversation is closed, this will re-open the conversation and replay the conversation flow.
  4. The agent can re-open closed chats, this will change the conversation status from ‘Closed’ to ‘Open’ and send out a transactional message to the visitor in the chat widget.  
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