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I have two minor gripes about front chat and was curious if anyone knew of a workaround. 

 

  1. After replying replying to a chat message directly from a chat inbox it assigns it to the person replying and the chat disappears as it moves from the chat inbox to the teammates assigned inbox. This is minor but it is annoying to have to reply → click to your assigned inbox and find the message → continue conversation. 

    Is there a better workflow there?
     
  2. We have ticket statuses enabled for our chats. Once you have replied and you are actively chatting with a customer it is a bit annoying to have to constantly select the “send as open” option from the dropdown when replying. Is there a workaround there without having to change your default send option in personal preferences? Ideally we would like to be able to quickly chat back and forth with a customer without having to manually select a send option or have the chat disappear and reappear when sending as resolved. 

 

Any help is much appreciated. Any of my fellow front admins have good workflow ideas for managing chats?

Hi Cole, 

Thank you for reaching out! I'm Camille from the support team, and I'm happy to help 👋

1. Right now, when you reply to a chat from a shared inbox, it does get automatically assigned to you, which causes it to move to your Assigned inbox—hence the quick disappearance. Unfortunately, there isn’t a way to change that default behaviour.

2. In regards to the sending options enabling the option to “Enter to send” should send the message by clicking Enter and will keep the conversation Open this makes it easier to send a message without having to manually select a send option. 

If you have any additional questions, please do not hesitate to contact us!
 

All the best,

Camille

Hi,

It seems previously when we had “Enter to send” enabled it would make us select a tag and archive the message after each response. This is now no longer the case and functions as intended. I believe someone has tweaked some rules on our end. 

Apologies for the silly question. Thank you for your help!

-Cole

Hi Cole, 

Thanks for following up!

No worries at all! I’m glad to hear things are now working as expected with the “Enter to send” behaviour.

If you have any additional questions, please do not hesitate to contact us!
 

All the best,

Camille

 

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