3.) Basic Information About Chat Session
First, click on your incoming message and click the "Join Conversation" button on the opened page to join the conversation. With this operation, you can actively participate in the messaging process and interact with the customer.
1-) Communication Channel
In this section, you can see which communication channel the customer connected to you through. For example, communications made through WhatsApp, Messenger, Instagram, Web, or other channels are represented by the visual of the communication channel from which they came.
2-) Person's Name
This field shows the name of the person you are communicating with.
3-) Chat Session Duration
You can track how long the conversation with the customer has been active from this section.
4-) Agents in Conversation
In this field, the agents participating in the conversation are listed. You can track which agent is continuing the conversation with the customer from this section.