Skip to content

Chat Module – The Heart of Surbo Chat (For Agent, TL & Manager )

"Empowering agents with tools that make every chat count."

The Chat section is the central hub where real-time conversations happen between customers and agents. This is where agents connect, solve queries, and offer support via text, voice, or video.

Agent Status: Online, Offline & Away

  • Offline (Default): Agents are shown as offline when they log in. They need to manually toggle to "Online" (from the upper ticker) to start receiving chats.
  • Online: Agents will start receiving chats either directly or from the queue.
  • Away: For short breaks. An auto-away message is triggered to customers (e.g., “I’m away right now, will get back shortly”).
  • Offline Message Example: “Our working hours are from 9 AM to 7 PM. Please reach out during that time.”
    • These offline and away messages can be configured from offline form permission from admin panel and will be available in offline queries module.

Tip

Use "Away" instead of logging out for breaks—this keeps you in the system but stops new chats temporarily.

Chat Categories

  • Active Chats: Ongoing conversations between the agent and customer.
  • Awaiting Chats: Chats that are assigned but not yet accepted by the agent. Useful when agents are busy with other customers. If agent closes the chat from here or chat gets session timed out it will move to missed chat module. Also, if auto chat permission is enabled for the account, chat will get transferred to another agent depending on the configured time.
  • Queue: When all agents are busy, incoming chats move here and get auto-assigned when someone becomes available.
  • Calls: Shows all Audio/Video call requests. Voice and video interactions happen in parallel to text chats. Attachments, lead/ticket creation remain enabled.
  • Re-open Chats: Chats that are closed but under a 24-hour window can be re-opened by clicking the Re-open button in the Archive. It then moves to the Re-open tab.
  • Prime: Chats from priority customers (marked as “Prime” in the customer list) are flagged with a ⭐. These can be filtered in queue or prioritized manually.

Tip

Prime customers should be handled on priority. Make use of the “Prime” checkbox to flag them.

WA Push – Quick WhatsApp Reminders

  • Allows agents to send approved WhatsApp templates.
  • Can send to:
    • Already-mapped customers from customer list.
    • New numbers (temporary mapping for 48 hours—configurable).
  • If a customer replies, the chat appears in the Awaiting tab.
  • Usage stats are available in WA Push Statistics Module.

Example

Use WA Push to remind about a payment link or ticket update.

Chat Screen Features

  • Chat Box: Send and receive messages in real time.
  • Attachment: Send docs, images, videos.
  • Emoticons: Make chats more human.
  • Chat Transfer:
    • Internal Transfer: To another agent in the same group.
    • External Transfer: To a different group.
    • Add Notes, Priority flag, and even AI-generated summary (if enabled).
  • Use AI Assist: Grammar correction, tone adjustments, etc.
  • Voice Notes: Send and receive audio clips.
  • Audio/Video Calls:
    • URL is shared with customer to open in a new tab.
    • Agent's screen continues within the chat window.
  • Customer Notification Info:
    • Shows messages pushed via Infinito (last 15 days, adjustable from admin).
  • Offline Integration:
    • See the past offline queries made by the customer on the bot.

  • Canned Response:

    • A smart reply shortcut! Agents can use pre-set message templates for common queries. Just search and insert—fast, consistent, and efficient. These are pre-configured from the admin panel and visible depending on permissions.
    • Example: Typing #greeting could instantly bring up: Hi! How can I assist you today?

  • Group Chat:

    • Add other agents/managers into the chat.
    • All participating agents see the chat.
    • Statistics are tracked in Chat Stats and Dashboard KPIs.

Tip

Use Group Chat to resolve escalations faster—add senior agents for smoother handling.

Three Dot Menu – More Agent Tools

  • Chat Tags: Categorize chats (e.g., “Billing,” “Escalation,” “Complaint”). Use pre-defined or custom tags (based on rights).
  • Create Lead: Opens lead form from Surbo Ace to capture sales info.
  • Create Ticket: Opens ticket form from Surbo Ace for support issues.
  • Ban User: Temporarily block spammy or abusive customers.
    • Auto-unban based on configuration or admin action.
  • Send Email: Email customers directly from the chat.
    • Example: “Hi Raj, sharing your invoice copy here for your reference.”

Tip

Add tags right after chat ends—helps in reporting and training analysis.

User Info Panel – Know Your Customer Better

Divided into 4 key sections:

  1. General Information:
    • Shows customer name, mobile number, etc.
    • Agents can add extra fields like address, pincode via Manage button.
  2. User Mood (AI Feature):
    • Detects mood based on last 5 messages.
    • Gives real-time tips to agents for handling (e.g., “User seems frustrated—acknowledge concern first”).
  3. Summarize Conversation (AI Feature):
    • Auto-generates chat summary.
    • Can be customized to include keywords (e.g., "Complaint Number") via AI Assist Permission.
  4. Additional Information:
    • Shows:
      • Customer Type: New / Existing.
      • User Type: Regular / Prime.
      • CRM data like ZOHO Ticket ID, if integrated.

Tip

Always glance at “Additional Info” before responding—it saves time and adds personalization.