Quick Action Menu for Sent Messages
Customer service requires flexibility, and conversations often require adjustments on the fly. With Chatway’s Quick Action Menu , agents now have enhanced control over their messages, making real-time adjustments easier than ever. Easily accessible from every message on the dashboard, this feature offers the following capabilities:
Edit Messages : Quickly correct errors or update information to maintain canada telegram mobile phone number list professionalism and accuracy.
Respond to Specific Messages : Address specific messages in a thread to keep conversations open and organized.
Save as Shortcut : Save valuable agent time by turning frequently used replies into canned messages.
Download Images : Download and save images shared in the chat for documentation or verification purposes.
Delete messages : Remove unnecessary or irrelevant content, keeping the conversation clean and focused.
Copy Messages : Effortlessly copy messages for your sharing or documentation needs.
The Quick Action Menu increases efficiency by reducing repetitive tasks and keeping agents focused. This means faster response times, clearer conversations, and an overall more professional support experience.
End Conversations for Representatives
Not every conversation ends when a chat is closed. That’s why the End Conversation feature lets agents clearly and formally mark a conversation as completed. Once a conversation is resolved, it is archived in the chat history, helping agents focus on active questions and reducing clutter in the chat queue.
This feature simplifies chat queues and reduces wait times for customers in the queue by removing resolved conversations from the active view. It also ensures that each interaction is properly categorized. If a customer comes back with a new issue, it starts a new conversation in a separate tab, making it easy for agents to follow up on each interaction individually. And if the need arises to revisit a closed conversation, agents can instantly reopen it by typing a message and clicking “Send Message.”
By helping agents prioritize active cases, the End Conversation feature improves workflow organization, reduces response times, and provides customers with a faster, more satisfying support experience.
View Past Conversations Linked to Same Email ID
Understanding customer history is critical to personalized service. With Chatway’s new feature, agents can view all previous conversations associated with a customer’s email address right from the dashboard. These past interactions are accessible from a dedicated side tab, giving agents instant context for every conversation.
This feature provides key details including the timing of previous conversations, topics discussed, and the agents who handled them. With this information, agents can address issues more effectively and personalize their responses, providing a seamless and connected customer experience.
For businesses, this feature allows agents to provide faster, more tailored solutions while minimizing the need for customers to repeat themselves. By acknowledging past issues and interactions, agents can build trust and create stronger connections with customers.
Conclusion
These new features—Quick Action Menu, End Conversations, and View Past Interactions—are designed to improve organization, reduce response times, and make customer interactions smoother. Chatway continues to evolve with your needs, ensuring agents have the tools to deliver efficient and effective support.
