Last updated
Was this helpful?
Last updated
Was this helpful?
Within Bridge Live Chat, your conversations can be toggled into the following statuses:
This is the default status for all conversations within your chat. Open conversations include:
Escalated conversations where a user is speaking to an agent and has yet to be resolved
Chat conversation where the user is speaking with the virtual assistant
An agent can choose the appropriate conversation status in the Bridge dashboard.
Select the conversation you'd like to adjust
Once selected, look for the green 'Resolve' button in the top right corner
Depending on the conversation's current status, you will have the option to:
Resolve: Click the green button
Reopen: Click the yellow button
Snooze: In the same button, hit the down arrow and select 'Snooze'
Agents have the capability of updating conversation statuses in bulk. To do so:
Hover over a conversation’s blue icon icon and select the box that appears.
You can individually select additional conversations or select the box with the “-” in it at the top of the list to select all conversation in view (25).
To select more than 25 conversations at a time, scroll down to the bottom of the list of conversations and click on “load more conversations”. Reselect the box with the “-” symbol to add the next 25 conversations.
Select the action you'd like to perform: Assign a label, change the conversation status, or assign the conversation.
Looking to filter conversations based on their status? Check out how here:
