Agent Guide

As an agent, you are the frontline of customer communication - handling live conversations, resolving inquiries, and delivering excellent customer experiences across all messaging channels.

This guide covers the essential features you need to know to effectively manage customer conversations in Convrs.

What Agents Can Do

Agents handle customer conversations across multiple messaging channels including WhatsApp, Messenger, Telegram, LINE, SMS, and Web Chat - all from a unified inbox.

Key Agent Features

  • Live Chat - Engage with customers in real-time across all connected channels.
  • Quick Replies - Use pre-written responses to answer common questions efficiently.
  • WhatsApp Templates - Send approved template messages to initiate or continue WhatsApp conversations.
  • User Management - View customer profiles, add notes, and track conversation history.
  • Tagging - Organize users and chats with tags for better categorization.
  • Sticky Chat - Keep important conversations pinned for easy access.
  • Auto-Translate - Communicate with customers in their preferred language.

Agent Screens

Convrs provides several screens to help you manage your work effectively. Each serves a specific purpose in your daily workflow.

My Profile

Manage your personal settings, avatar, and notification preferences.

Note
See My Profile for all available settings.

Steps:

  1. Click your name in the top-right corner of the screen.
  2. Select My Profile from the dropdown menu.
  3. Update your display name, avatar, and contact information.
  4. Configure your notification preferences.

Result: Your profile is updated and visible to supervisors and in chat interactions.

Tips
  • Use a professional photo that customers and colleagues can recognize.
  • Keep your contact information current for internal communications.
  • Enable notifications to ensure you never miss incoming chats.

Agent Chat

Handle live customer conversations from your unified inbox.

Note
See Agent Chat for detailed chat features and keyboard shortcuts.

Steps:

  1. Navigate to Chat in the main menu.
  2. Click the Active Chats tab to see your current conversations.
  3. Select a chat from the contact list to view the conversation.
  4. Type your response and press Enter or click Send.

Result: You can communicate with customers in real-time across all messaging channels.

Tips
  • Use the Quick Replies button to access pre-written responses.
  • Enable Auto-Translate to communicate in the customer's language.
  • Use the AI Writing Assistant to help compose responses (if enabled).
  • Transfer chats to colleagues when specialized help is needed.

WhatsApp Templates

Send pre-approved template messages for WhatsApp conversations.

Note
See WhatsApp Templates for template usage guidelines.

Steps:

  1. Open a WhatsApp conversation in Agent Chat.
  2. Click the Templates button in the message input area.
  3. Select a template from the available list.
  4. Fill in any required variable fields.
  5. Click Send to deliver the template message.

Result: The template message is sent to the customer via WhatsApp.

Tips
  • Templates are required to initiate conversations outside the 24-hour messaging window.
  • Templates must be pre-approved by Meta before they can be used.
  • Use templates for appointment reminders, order updates, and follow-ups.

My Closed Chats

Review your past conversations and chat history.

Note
See My Closed Chats for filtering and search options.

Steps:

  1. Navigate to Chat in the main menu.
  2. Click the Closed Chats tab.
  3. Use filters to search by date, customer, or other criteria.
  4. Click on any chat to view the full conversation history.

Result: You can review past conversations for reference or follow-up.

Tips
  • Use closed chats to follow up with customers on previous issues.
  • Review past conversations before re-engaging with returning customers.
  • Export chat transcripts when needed for documentation.

Tagging Users and Chats

Organize customers and conversations with tags for better categorization.

Note
See Tagging Users and Chats for tagging best practices.

Steps:

  1. Open a conversation in Agent Chat.
  2. View the user details panel on the right side of the screen.
  3. Click the Tags section to add or remove tags.
  4. Select from available tags or search for specific ones.

Result: Tags are applied to the user or chat for organization and filtering.

Tips
  • Use tags consistently to enable accurate reporting and filtering.
  • User tags persist across all conversations with that customer.
  • Chat tags are specific to individual conversations.

Sticky Chat

Pin important conversations for quick access.

Note
See Sticky Chat for detailed sticky chat features.

Steps:

  1. Open a conversation in Agent Chat.
  2. Click the More menu (three dots) in the chat header.
  3. Select Sticky Chat to pin the conversation.
  4. Access pinned chats from the Sticky tab.

Result: The conversation is pinned and easily accessible from the Sticky tab.

Tips
  • Use sticky chats for high-priority customers or ongoing issues.
  • Sticky chats remain accessible even after the conversation is closed.
  • Remove the sticky status when the issue is fully resolved.

Users

Search and browse all users who have interacted with your organization.

Note
See Users for search and filter options.

Steps:

  1. Navigate to Users in the main menu.
  2. Use the search bar to find specific users by name, email, or phone.
  3. Apply filters to narrow down results by channel, date, or tags.
  4. Click on a user to view their full profile and conversation history.

Result: You can find and access any user's profile and chat history.

Tips
  • Use filters to find users by their last interaction date.
  • Export user lists for reporting or follow-up campaigns.
  • Review user history before starting a new conversation.

User View

Access detailed customer profiles and conversation history.

Note
See User View for all profile features.

Steps:

  1. Click on a user's name from any chat or user list.
  2. View their profile information including name, email, phone, and notes.
  3. Review their complete conversation history across all channels.
  4. Update their details or add notes as needed.

Result: You have full visibility into the customer's profile and interaction history.

Tips
  • Add notes to capture important information about the customer.
  • Review past conversations before responding to returning customers.
  • Keep contact information up to date for accurate records.

Getting Started as an Agent

If you're new to Convrs, follow these steps to get started with handling customer conversations.

First Steps for New Agents

Recommended steps when starting as a new agent.

Steps:

  1. Set up your profile - Add your photo and configure notifications in My Profile.
  2. Learn the chat interface - Familiarize yourself with the Agent Chat screen layout.
  3. Review quick replies - Check what pre-written responses are available for common questions.
  4. Understand your channels - Know which messaging channels your organization uses.
  5. Practice transferring - Learn how to transfer chats to colleagues when needed.
  6. Ask questions - Reach out to your supervisor if you need help or guidance.

Result: You're ready to start handling customer conversations with confidence.

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