Complete Guide to Using the Chat Menu in Maxchat: Communicate Efficiently with Your Customers

The Chat menu in Maxchat is your central hub for engaging with customers. This is where all incoming conversations are managed, replied to, and handled by your team. In Maxchat, there are two types of chat initiation: user-initiated, when the customer sends the first message, and business-initiated, when the business’s WhatsApp Business number sends the first message.

Different Access Rights for Each Role

Each user role (Admin, Supervisor, and Agent) has different access permissions in the Chat menu, which determine what features they can use.

• Admin: Has full access to the Chat menu. Admins can reply to messages, assign chats to any agent, and perform other management actions.
• Supervisor: Has nearly the same access as Admin, but when assigning chats, a Supervisor can only assign them to the agents under their supervision.
• Agent: Has access similar to Admin but can only assign chats to other agents with the same role level.

The chat tabs visible to Admins, Supervisors, and Agents may differ depending on the “Handle (view) All” setting in the Agent Management menu.

Understanding Chat Tabs: My Chat, All, and Unassigned

Each role (Admin, Supervisor, Agent) that has “Handle (view) All” permission can access three chat tabs:

• My Chat: Displays chats currently being handled or assigned to the logged-in user (Admin, Supervisor, or Agent).
• All: Displays all chats on the platform. For Supervisors, this includes their own chats and those of the agents they supervise. For Agents, this shows both their own and other accessible chats.
• Unassigned: Displays chats that have not yet been assigned to anyone.

How to Access the Chat Menu

To start using the Chat menu:

1. Select Chat from the main menu.
2. You’ll see a list of all incoming conversations.

Replying to Messages and Using Chat Features

Inside a chat room, you can communicate with customers in several ways:

• Send Text Messages: Type your message in the text area provided.
• Send Attachments: You can send documents, images, or videos (maximum size 16 MB per file). Upload attachments by clicking the paper clip icon, dragging and dropping, or pressing Ctrl+V. A pop-up will appear to add an optional caption.
• Use Emojis: Click the smiley face icon to add emojis to your messages.

Managing Chat Notifications

You can manage chat notifications to ensure you never miss an important message.

1. Open the Chat menu.
2. Locate the bell icon.
3. Click it to enable or disable notifications.

• Notifications On: You’ll hear a notification sound and see a toast notification in the bottom-right corner whenever a new message arrives.
• Notifications Off: You won’t receive any sound or toast alerts for incoming messages.

Filtering and Searching Chats

To make chat management easier, use the filter and search features.

• Filter: Click the funnel icon beside the search bar to open filter options. You can filter chats by:
• Reset Filter: Clears all applied filters.
• Search by Name/Message: Use the search bar to find conversations by customer name or message keywords.

Archiving Conversations

The Archive feature helps store inactive chats outside your main chat list.

1. Open the Chat menu.
2. Select the chat to archive.
3. Click the (!) icon to open customer details.
4. Scroll down and click Archive.
5. Confirm by clicking OK in the pop-up window.

The archived chat will disappear from the main list and move to the Archived sub-page.

Unarchiving a Chat

If you need to reopen an archived chat:

1. Open the Archived sub-page.
2. Go to the customer’s chat details.
3. Click Unarchive to move it back to the main chat list.

Sending Template Messages

The Send Template feature allows you to start a business-initiated conversation using an approved message template. This feature is available after 24 hours have passed since the last interaction (whether initiated by the customer or business). Ensure you have a Template Message with “Set as Initiate Message” enabled and Accepted status.

Steps to send a template message:

1. Open the Chat menu.
2. Select the chat to send the template message to.
3. Click Send Template.
4. A pop-up will appear with a list of approved templates.
5. Choose your desired template.
6. The message content will appear in the text box.
7. Click Send to deliver the message.

Adding Labels to Customer Chats

Labels help you organize and identify customers easily.

1. Open the Chat menu.
2. Select the chat you want to label.
3. Click the [+] icon beside the customer’s name.
4. A pop-up will appear to add labels.
5. Enter a Label Name and choose a color from the Add Color dropdown.
6. Click Add to save the label under Current Label.
7. Check the box beside the label you want to apply. The label will appear automatically once selected.

• Remove a Label from Chat: Uncheck the label box.
• Delete a Label from the List: Open the label pop-up and click the trash can icon next to the label name.

Assigning Chats to Agents

You can manually assign incoming chats to specific agents. The headphone icon dropdown appears in two locations.

1. Select the chat to assign.
2. Click the headphone icon to view the agent list.
3. Choose an agent by clicking their name.

Once assigned, the chat will automatically appear in the selected agent’s My Chat tab.

• Reassigning Chats: Click the headphone icon again and choose another agent.

Resolving Conversations

Agents can mark a chat as completed by clicking the Resolve button. This button appears either in the chat detail section (top-right corner) or in the profile detail section under the customer’s name.

Steps to resolve a chat:

1. Select the chat to mark as resolved.
2. Click Resolve.
3. A confirmation pop-up will appear—click OK.

Once resolved, the chat will automatically move to the Unassigned tab and disappear from the agent’s My Chat tab.