The support queue
With the Customer support use mode on, every conversation has a status — New, Open, Waiting on customer or Solved — and the inbox has a view for each.
The support queue is for when you answer customers. It only shows when Customer support is one of the things you use ChatPilot for: Settings → What you use ChatPilot for, or that question at the first start. Without that choice none of it shows.
The statuses
Every conversation with messages has one of four statuses:
| Status | What it means |
|---|---|
| New | Nobody has answered it yet. |
| Open | The customer wrote last: it waits on you. |
| Waiting on customer | You answered last: it waits on them. |
| Solved | You marked it solved. |
You don't have to keep them up to date: the conversation moves them on by itself. When the customer writes again after Waiting on customer or Solved, it is Open again; when you answer a New or Open conversation, it is Waiting on customer. A solved conversation stays solved while only you write in it.
The views
In the menu under Inbox is a Support group with a view for each status, with how many conversations are new, open and waiting on the customer. Each conversation in the list also shows its status. Broadcast channels aren't in the queue.
Change a status by hand
Open the chat, then ⋯ More → Status and pick one, for example Solved when the question has been answered. In team mode everyone who works in the chat can change it, and each member's views count only the chats they see (Share the work).
Checked against ChatPilot 0.1.0b3. Report a problem with this page