First Steps with Resolving Chats

For when a conversation is wrapped up and no further action is required by the user, resolve the chat to trigger the user feedback form.

Steps to resolving chats:

  1. Once a chat is resolved, the agent can click on the ‘Mark as Resolved’ green button in the chat window.
  2. This chat will then move from the Queue tab to the Resolved tab of the dashboard.
  3. The Resolved tab contains all chats that have been resolved by all agents.

On the user’s end:

  • The user will be notified that the live agent has ended the chat,
  • A “Thank you” message will be displayed.
  • The user will be asked to “Rate your experience”