Live Support & Team Inbox Management2 min read
Claiming Unassigned Chats & Managing Conversation Status
Take full manual control of customer conversations when human help is required.
Overview
When a customer query requires human attention, support agents can claim the conversation to take over manual messaging.
📍Exact Buttons / Menus in Dashboard
Claim ChatClaim Chat to ReplyOngoingSoft CloseResolve
Step-by-Step Instructions
1Claiming an Unassigned Chat
Open any new or escalated chat and click the [Claim Chat] (or [Claim Chat to Reply]) button to assign responsibility to yourself.
🎯Exact Action Button: [Claim Chat]
2Automatic Human Takeover State
Claiming a chat automatically switches its status to [Ongoing], allowing you to type direct replies to the customer.
🎯Active State: [Ongoing]
3Updating Conversation Status
Use the dropdown in the header of the chat viewport to switch between [Ongoing], [Soft Close] (for pending follow-ups), or [Resolve] (to archive).
🎯Exact Header Dropdown Options: [Ongoing], [Soft Close], [Resolve]
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