To view the Open Channels conversations, go to CRM > Add-ons > Contact center and open the Conversations tab.
Here you can view the full information about all Open Channels chats of all employees, use filters, and export data to Excel.
There are three chats statuses:
- Client awaiting agent's response
- Agent responded
- Conversation closed
If you need more details, use the Status (detailed) column. By default, it is hidden, but you can enable it by clicking the cogwheel button.
In the same way, you can add columns to view how quickly your employees respond to the enquiries:
Agent response time (without chat bot activity) - time elapsed from the start of the conversation to the moment when an agent accepted the conversation.
Waiting for agent to respond - time elapsed from the moment when an agent accepted the conversation to the moment when the agent sent the first message in this conversation.
Conversation duration - time elapsed from the start of the conversation to the end of the conversation.
Duration before closed by agent - time elapsed from the start of the conversation to the moment when an agent closed it.
Agent accepted conversation on - date and time when the agent accepted the conversation.
Agent replied on - date and time when the agent sent the first message in this conversation.
You can use Filter to search by client's name, email address, phone number, rating, etc.
Double-click any record in the conversation list to view the message history of the last chat session with a client.
Click Start conversation in the Actions column to view all messages in all chat sessions with a client.
Click Activity, Lead, Deal, or Contact in the CRM record column to view the corresponding CRM record.
If a client contacts you via Bitrix24.Network, the Bitrix24 account address will be displayed in the Source column. Other sources (Instagram, Facebook, etc.) are not displayed there.
You can view statistics for each Open Channel in the Contact center > Conversation statistics section.
Check if configuring Open Channels access permissions is available on your plan. You can find all the information about Bitrix24 plans on the pricing page.