When user writes you to the one of the connected channels, a ticket will automatically be created in the system on behalf of the client, and his appeal will appear in the Omnichannel module in the "Unassigned" section (1). After clicking on the appeal, the agent will be able to start working with it. On the right side will be displayed all the basic information about the client:

• e-mail;
• phone number;
• the channel from which the appeal was received;
• ticket id;
• total number of customer tickets:

It is possible to start working with the appeal after one of the agents withdraws it or the owner is not appointed in the ticket.

New tickets can be automatically distributed using the dispatcher's rule. Read more about creating such a rule here.

Inside the chat window, you can see the previous tickets from this client, the date, ticket owner and connect the previous ticket owenr to the chat, if necessary. This can be done by clicking on the "Show previous messages" button :

After assigning chat to one of the agents, they will be able to write comments (which are used for internal correspondence between agents and are not displayed to the client) and responses. Comments are colored by default in dark blue and purple:

Agent responses will be green-blue, and the answer box itself will be on a white background:

The following tools will be available to the operator for working in the chat:

• Response templates. The template can be called by writing the tag + name of the template. For example: /template

• Attachment of files to the answer. You can do this by pressing the button:

• And also standard emoticons are available. You can call the list of available smiles by writing a colon in the chat:

The final actions at the end of the dialogue can be: either the transfer сhat to another specialist (for example, to discuss issues with a narrow topic), or the completion of the chat:

It is possible both to complete the chat and to complete it with the possibility to open chat in the form of an ticket afterwards. To do this, click "Finish and open the ticket":

More information about the work and setting Omnichannel module can be found in our knowledge base.