Managing chats

In EasyBusy Chats, you can organize chats using statuses and tags, assign chats to responsible managers, and filter the chat list by specific criteria. This helps you keep track of customer conversations, distribute incoming requests among managers, and find the required conversations more quickly.

The following instructions explain how to manage chat statuses, create and assign tags, search for chats by tags, and assign chats to responsible managers.

Chat Status

While working with chats, you can assign a status to each conversation by clicking the status button — a dropdown menu will appear with the following options: In Progress, Waiting, Completed, Rejected, Spam. By default, a chat has no assigned status.

You can later filter chats by status by clicking the desired status at the top of the interface — only chats with that status will be displayed. To return to viewing all chats, click All.

Tags

Tags in EasyBusy Chats allow you to add custom labels to chats, such as «VIP Customer», «Requires Attention», or «Repeat Inquiry». This helps you identify chats by specific characteristics, organize customer conversations, and find the required conversations more easily.

Creating a Tag

To create a new tag:

1. Click # next to the Search field.
2. Click New.

3. Enter the name of the new tag.
4. Select a color.
5. Click + Create.

Assigning a Tag

To add a tag to a chat:

1. Open the desired conversation.
2. Open the user information (ⓘ).

3. Go to the Tags tab.
4. Click Add.
5. Select a tag from the list or create a new one.

Searching by Tags

To view chats with a specific tag:

1. Click # next to the Search field.
2. Click the desired tag.

The chat list will display only chats with the selected tag. You can select multiple tags at once. In this case, only chats that have all the selected tags will be displayed.

To clear the search, return to the tag list (#) and uncheck each tag you previously selected.

Deleting a Tag

To delete a tag:

1. Click # next to the Search field.
2. Hover over the desired tag and click the trash icon.

3. Confirm the action by clicking Delete.

Assigning Chats

If you enabled the Auto-assign option when setting up an integration, each chat will automatically be assigned to a manager. To manually assign a manager to a chat, use one of the following methods:

Method 1:

1. Open the desired chat

2. Click Ⓘ

3. Click Add

4. Select the users you want to assign to this chat

5. Click Assign

Method 2 (more convenient for assigning a manager to multiple chats at once):

1. Click the checkbox icon

2. Select the desired chats

3. Click Add User

4. Select the users you want to assign

5. Click Assign

When viewing chats, you can filter them by assigned manager — click the filter icon and select the manager you’re looking for (or select Unassigned to view chats that haven’t been assigned to anyone). To return to viewing all chats, click the filter icon again and select Clear.