The conversations screen and how to accept a conversation

Step by step

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1. 0:00In this lesson, you'll tour "Atendimentos" and accept a conversation.
2. 0:06This is where the team spends the day: every conversation arrives on this screen.
3. 0:11"Novo ticket" starts a conversation with a contact.
4. 0:15"Atendendo" shows the conversations already assigned to you.
5. 0:19"Aguardando" holds conversations still waiting for someone to accept.
6. 0:23"Em Pausa" keeps paused conversations, for example during lunch.
7. 0:28And "Resolvidos" holds closed conversations.
8. 0:32The magnifying glass searches conversations by name, number or message.
9. 0:36And this icon opens "Chat Interno", to talk with the team.
10. 0:41At the top of the list are the filters: show all, sort and choose queues.
11. 0:46A new conversation has arrived. Click "Aguardando".
12. 0:50Each conversation shows the customer, the last message, the connection and the queue.
13. 0:55The icons beside it let you accept, transfer or ignore the conversation.
14. 1:01Click the conversation to see the messages.
15. 1:04The bot already sent the menu. Until you accept, you can only write internal notes.
16. 1:10To take it, click "Aceitar".
17. 1:13As the customer didn't pick a department, the system asks which queue it goes to.
18. 1:19Choose "Comercial" and click "Iniciar".
19. 1:29Done! The conversation is yours, and the customer got the automatic greeting.
20. 1:34At the top of the conversation are the actions. Let's go through each one.
21. 1:39"Copiar telefone" copies the customer's number.
22. 1:42This one opens quick replies.
23. 1:45This one sends the company's PIX key.
24. 1:49"Follow UP" schedules follow-up messages.
25. 1:53"Pausar" puts the conversation on hold.
26. 1:56"Resolver" closes the conversation.
27. 1:59And "Transferir" moves the conversation to another queue or person.
28. 2:03In the next lesson, you'll reply to the customer.