Bulk Actions

You can perform bulk actions on all of your Live Support chats. After logging into your Desk360 account, navigate to the Live Support page from the menu on the left, and then select Active Chats. Click the Choose button highlighted in the screenshot below.

When you do so, you will find that you can select as many chats as you like. To exit bulk actions, select the Clear button. Select the Manage button after selecting at least two conversations to be handled in bulk.

Choose the desired action from the pop-up menu. Let's take a closer look at your options.

Assign

Once the Assign action is selected, the Assign To field will be displayed, as shown in the image below. If you select a group, the suitable groups you've created for live support will be displayed in the third field. If you select a user, you will be presented with a list of authorized and online customer service agents on the live support page. After selecting an option, click the Apply button.

Report Spam

After selecting the Report Spam option, you will see an additional field for the Reason, as seen in the image below. After selecting a reason and selecting the Apply button, the selected conversations will be tagged as spam.

Reply and Resolve

After selecting the Reply and Resolve action, as seen in the image below, a second option field for the Reason will be displayed. After selecting a reason, you can enter the response you'd like to send to customers in the Bulk Reply section. When you select the Apply button, your response will be delivered to the selected customers, and the conversations will be marked as resolved.

Set as Resolved

After selecting the Set as Resolved action, another selection field for the Reason will be displayed, as seen in the following screenshot. After selecting a reason, you can enter the response you'd like to send to customers in the Public Reply section. When you click the Apply button, your response will be delivered to the selected customers, and the conversations will be marked as resolved.

Message Template

After selecting the Message Template action, as illustrated in the image below, a second field for the template name will be displayed. After selecting the name of the template, select the language in which you wish to send it. Keep in mind that only WhatsApp-approved languages for the templates are listed here. Since you cannot send rejected or pending templates, these won’t be included in this screen. Following these options, a preview of the message template will appear in the section below. You can also enter variables and media in this window if you have them. When you click the Apply button, your template will be sent to the specified recipients.

Add Tags

After selecting the Add Tags action, you will see a second selection window with a list of existing tags, as illustrated in the screenshot below. When you click the Apply icon after selecting a tag, the selected conversations will be updated to reflect the selected tags.