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Features of the "Start Chat" Functionality in Communication Channels

The Chat Platform service provides agents with the ability to reopen closed chats using the Start Chat button from the chat history.

This capability is available for the following communication channels:

  • Website widget

  • Facebook

  • Instagram

  • Telegram

  • WhatsApp. This feature functions within 24 hours after closing the dialogue

  • Viber

  • Apple Business Chat

  • Skype

  • E-mail

  • Custom channel

Conditions for an Agent to Create a New Chat with a Visitor

An agent can create a new chat with a visitor only when the previous chat transitions to the closed state (for more information about chat states, see this article).

The dialogue history includes all created chats and chats recorded in the system, even if they have not yet reached the agent. If you select a dialogue from the history that is not yet closed (i.e., one that has not transitioned to the closed state), the system will open that same dialogue in the Agent Workspace; otherwise, it will open a new dialogue with this visitor in the invitation state.