Skip to main contentMark Chat As Read
Marks the chat’s messages as read in the current conversation. Use this to clear the unread state after an automation has handled the chat or before handing off to an agent, so the inbox shows the chat as read.
Fields
- Channel (required): Select the channel where the chat lives.
Use cases
- After sending a reply: Use Mark Chat As Read after a message action so the inbox shows the chat as read and agents know the automation has already responded.
- Before assigning: Use it before Assign Chat so the agent sees the chat as already read and doesn’t treat it as new.
- After handling in automation: Use it when the automation has fully handled the conversation so the unread badge is cleared and the thread is tidy.
Open Chat
Reopens a closed chat so the contact can send messages again and agents can see it in the inbox. Use this when you want to bring a previously closed conversation back (e.g. after a follow-up campaign or when the contact replies again).
Fields
- Channel (required): Select the channel where the chat lives.
- Trigger workflows (optional): When enabled, workflows that listen for “New & reopened chat” or “Reopened chat” can run when the chat is opened.
Use cases
- Welcome-back flow: Turn on “Trigger workflows” so a “Reopened chat” or “New & reopened chat” automation runs when the chat is opened (e.g. send a welcome-back message or reassign).
- Re-engagement after campaign: Use Open Chat after a campaign or manual trigger to bring the conversation back, then let a trigger automation handle the first message.
- Reopen after resolution: Use Open Chat when you want to bring a previously closed chat back into the inbox without the contact sending a new message (e.g. follow-up from your side).
Snooze Chat
Snoozes the chat so it is hidden from the active inbox until it is unsnoozed or the contact sends a new message. Use this to temporarily set a chat aside (e.g. waiting for the contact to reply or for an external step) without closing it.
Fields
- Channel (required): Select the channel where the chat lives.
Use cases
- Waiting on the contact: Use Snooze when you’ve asked a question or sent a link and are waiting for a reply; the chat reappears when they message again or when it is unsnoozed.
- Waiting on an external step: Use Snooze when the flow depends on an API call, delay, or manual step so the chat is out of the way until the next action runs.
- Temporary set-aside: Use Snooze to hide the chat from the active inbox without closing it, so it doesn’t clutter the queue until it’s ready to be handled again.
Close Chat
Closes the current conversation. The chat moves out of the active inbox; the contact can reopen it by sending a new message. Use this to end a conversation after resolution, or before a delayed follow-up (e.g. with a “Chat closed” trigger).
Fields
- Channel (required): Select the channel where the chat lives.
- Trigger workflows (optional): When enabled, workflows that listen for “Chat closed” will run when this chat is closed.
Use cases
- Run a “Chat closed” automation: Enable “Trigger workflows” so a workflow listening for “Chat closed” runs when this action closes the chat (e.g. send a survey or start a follow-up campaign).
- After resolution: Use Close Chat when the conversation is resolved so the chat leaves the active inbox and the contact can reopen by sending a new message.
- Before delayed follow-up: Close the chat after resolution and use a “Chat closed” trigger with a Delay to start a follow-up flow (e.g. NPS or re-engagement) later.
Assign Chat
Assigns the chat to a specific user, to a pool of users (auto-assign), or clears the assignment. Use this to route the conversation to the right agent or team after qualification, or to reset assignment so the chat can be reassigned.
Fields
- Channel (required): Select the channel where the chat lives.
- Type (required): Choose how to assign: assign to a specific user, auto-assign to one of several users (e.g. least open chats), or reset assignment.
- User (required if type is “Specific user”): Select the user to assign the chat to.
- Users (required if type is “Auto assign”): Select the users in the pool; the system assigns to one of them (e.g. by least open chats).
- Trigger workflows (optional): When enabled, workflows that listen for “Chat assigned” will run when this assignment is applied.
Use cases
- Load balancing: Use “Auto assign” with a pool of users so the system assigns the chat to one of them (e.g. by least open chats) for even distribution.
- Route by qualification: Use “Specific user” when a Condition or AI Intention has already determined who should handle the chat (e.g. assign to a specialist).
- Run “Chat assigned” automations: Enable “Trigger workflows” so workflows listening for “Chat assigned” run when this assignment is applied (e.g. notify the agent or log the assignment).
Move Chat
Moves the chat to a specific inbox, to one of several inboxes (auto-assign), or clears inbox assignment. Use this to route the conversation to the right queue or team (e.g. sales vs support) or to reset which inbox the chat is in.
Fields
- Channel (required): Select the channel where the chat lives.
- Type (required): Choose how to move: to a specific inbox, auto-assign to one of several inboxes, or reset inbox assignment.
- Inbox (required if type is “Specific inbox”): Select the inbox to move the chat to.
- Inboxes (required if type is “Auto assign”): Select the inboxes in the pool; the system moves to one of them (e.g. by least open chats).
- Trigger workflows (optional): When enabled, workflows that listen for “Chat moved” will run when this move is applied.
Use cases
- Route by team or queue: Use Move Chat to send the conversation to the right inbox (e.g. Support, Sales) so the right team sees it; use Assign Chat when routing by person.
- Load balance across inboxes: Use “Auto assign” with a pool of inboxes so the system moves the chat to one of them (e.g. by least open chats) for even distribution.
- Move then assign: Use Move Chat and Assign Chat in sequence (e.g. move to Support inbox, then assign to a specific agent) when you need both queue and person routing.
