Messenger [ai]'s chat dashboard allows you to carry out real-time conversations with clients via either SMS or webchat. In this video, we'll look at how to start a new chat and respond to an existing one, then dive into some of the advanced options you'll encounter while messaging clients.
The Messages screen is home to the chat dashboard, and it's where you'll spend most of your time in the Messenger[ai] software. In particular, you'll want to pay attention to the Inbox, which is divided into four sections:
- Live Chats: Live Chats is home to all of the active, human-led conversations taking place at your business. Your bot is disabled for any conversation in this section. When a chat is finished, click the "Mark as Resolved" button in the top right to reactivate your bot and move the conversation back to the Today's Chats section.
- My Queue: Queued chats have been flagged as needing human intervention. Your bot is still actively responding to these chats, but something has come up in the conversation that warrants staff follow up. We recommend reviewing the chat history as soon as possible and, if needed, taking over the conversation by clicking the "Start Live Chat" button at the top right.
- Today's Chats: Incoming chats always begin in the Today's Chats section. These chats are being actively handled by your automated assistant and don't require any human input, though you're certainly free to peek in on the conversation at any time.
- Archived: Past chats are stored in the Archived section and can be pulled up at any time.