Chat Screen Conversation

The Chat Screen is the central interface for managing customer conversations in OwnChat. It allows you to view chats, assign conversations, manage statuses, and interact with customers efficiently.

Customer Data Capture

When a customer initiates a conversation:

The customer name is automatically saved in both:

• Chat Screen

• Contact Screen

• The phone number is also stored in both locations

This ensures all customer details are captured and accessible instantly.

Conversation Timer & Template Messaging

• Each conversation has a timer window for free-form replies

• Once the timer expires:

  • Only template messages can be sent

  • Hover over the timer to view tooltip details

Send Template Message:

1. Click Select Template

2. Choose the required template

3. Send it to the customer

Open Conversation

To manage or assign a conversation, it must be in an open state.

Steps:

1. Click the Closed Dropdown

2. Select Open

3. The conversation status changes to Active

Assign Conversation

Assign to Team Member:

1. Click the Unassigned Dropdown

1. Select a team member (e.g., Sethu Meena)

1. The status updates to In Progress

2. A system message confirms the assignment

Reassign Conversation:

1. Click another user (e.g., Poornima Marimuthu)

2. The conversation is reassigned

Status changes can now be updated

Conversation Options

Access More Options:

1. Click the Dropdown Arrow on the contact

1. View additional actions

Close Conversation

Steps:

1. Click Close

1. The conversation status is updated to Closed

2. The chat is automatically unassigned

Assign to Bot

You can automate conversations using bots.

Steps:

1. Click the Bot Tab

1. Select a bot (e.g., Impermation Bot)

1. Assign the conversation

Notes:

• Changes are visible internally

• Customers will not see backend assignment actions

• Status automatically updates to In Progress

Assign to Yourself

Steps:

1. Click Assign to Myself

1. You take ownership of the conversation

Return to Inbox

• Click Close to conclude the conversation

• The chat will return to the Inbox

Conversation Filters

You can filter conversations based on their status.

Available Filters:

• All

  • Displays all conversations

• Open

  • Displays active conversations

  • Shows count of open chats

• In Progress

  • Displays assigned and ongoing conversations

  • Shows count

• Closed

  • Displays completed conversations

  • Shows count

Summary

The Chat Screen helps you:

• Automatically capture customer details

• Manage conversations with status control

• Send template messages after session expiry

• Assign conversations to team members or bots

• Reassign and track ownership

• Filter chats based on status (All, Open, In Progress, Closed)

• Maintain organized and efficient communication workflows