Chats

The Chats section allows you to view all agent conversations with customers in real time.

Overview

The section displays:

• List of active and completed conversations

• Contact information

• Message history

• Communication channel (Telegram, WhatsApp, Instagram)

Conversation List

Information Displayed

• Contact name

• Last message

• Time of last message

• Communication channel

• Conversation status

Filtering

• By agent — show conversations for specific agent

• By channel — filter by messenger

• By status — active/completed

Search

Search by contact name or message content.

Viewing a Conversation

Click on a conversation in the list to open message history:

• Customer messages — displayed on the left

• Agent responses — displayed on the right

• Time — timestamp for each message

• Sources — links to knowledge base articles (if used)

Real-time Updates

Chats update automatically via WebSocket connection:

• New messages appear instantly

• No need to refresh the page

• New message indicator

Conversation Actions

Handoff to Manager

If human intervention is required — conversation can be handed off to a manager.

View Contact

Navigate to contact card in Kommo with full information.

View Deal

Navigate to associated deal in Kommo.

Recommendations

• Regularly review conversations for quality control

• Analyze problematic conversations to improve knowledge base

• Pay attention to conversations handed off to managers