Answering Customer Chats in the RingQ App

Introduction

If you're an agent in a chat queue, customer messages from your company's channels (such as WhatsApp, SMS, Facebook, Telegram, LINE and website chat) arrive in the RingQ app.

Find your customer chats

1. Open the Chats tab and choose Customers.
2. My Chats shows chats assigned to you. Queue shows chats waiting for an agent.

Each chat shows the channel it came from.

Reply

Tap a chat to open it, type your reply and tap Send. You can attach photos and documents too.

Transfer a chat

1. In the chat, open Chat actions and choose Transfer.
2. Under Select Agents, pick an online agent in the queue. The chat moves to them.

Resolve a chat

When you've finished helping the customer, open Chat actions and choose Resolve. The chat is marked CLOSED.

Notifications

When a customer messages you and the app is closed, you get a notification marked (External · WhatsApp) (or the channel the message came from). Tap it to open that conversation.