Manage Chats

📍 To access Chats, go to: Chats

Accessing Chats

To view and manage incoming and outgoing messages:

1. Click Chats from the main toolbar or dashboard.
2. A tab for each enabled chat inbox will be displayed.
3. The inbox name will include the count of chats within it.
4. Each chat inbox will display a chat list sorted by the most recent conversation.

Chat List Overview

The chat list displays all chat threads, one per row, with the following details:

• Count: Number of chats in the thread.
• Channel: Indicates whether the chat is via text or email.
• From: Shows the recipient's name (if they exist in the location’s database) or their mobile number/email if they are not in the database.
• Message: Displays the last message in the chat thread. If the message originated from a chat-enabled broadcast, the RedFlag logo appears next to it.
• Date: The timestamp of the last message in the thread.
• Status:
  • New: The chat has not been read.
  • Open: The chat has been read, and someone is working on it.
  • Closed: The chat has been resolved and is no longer active.
• Filtering: The Chat List can be filtered at the top to view only New, Open, or Closed statuses.

Chat Window

Clicking on a chat row opens the chat window, displaying:

• The recipient’s name, mobile number, or email address.
• The chat channel (text or email).
• Chat window controls:
  • Minimize
  • Enlarge
  • Close
• The chat inbox’s phone number or email address.
• Chat status.
• The conversation history, including timestamps.
• A message input box for replying.

Responding to a Chat

1. In the Chats list, locate the chat you want to respond to.
2. Click anywhere on the chat row.
3. In the chat window, type your response in the message field.
4. (Optional) Attach a file. If an attachment is included, the chat will be sent via MMS.
5. Click the arrow icon to send the message.

Changing Chat Status

Chats can be assigned a status for better organization.

To change a chat’s status:

1. Open the chat.
2. Click the Status dropdown (top-right corner).
3. Select a status:
   • New: Marks the chat as unread (bold in the chat list).
   • Open: The chat has been read. Future replies from the recipient will continue in the same thread.
   • Closed: The chat is marked as resolved. If the recipient sends a new message, a new thread will be created.

🛡️ Note: To respond to a closed chat, update its status to Open first.

Additional Chat Options

Each chat includes options for managing conversations.

To access chat options:

1. Open the chat.
2. Click the three-dot menu in the bottom left.
3. Available options:
   • Select Messages: Choose specific messages to forward via email or send to another chat inbox.
   • Block Contact: Prevent the sender from messaging you. Blocked contacts appear in the Blocked Contacts tab.
   • Print: Print the chat conversation.

Starting a New Chat

To manually start a chat with one recipient:

1. Click Chats from the main toolbar or dashboard.
2. Click Start a Chat (top of page).
3. Search for the recipient’s name (only existing recipients can be selected).
4. Select the chat channel (text or email).
5. Click Chat to begin the conversation.

Sending a Chat-Enabled Broadcast

To start a chat-enabled message with multiple recipients:

• Go to Create Message.
• Select Chat Enabled in Section One.

Deleting Chats

To move a chat to Deleted Chats:

1. Click the checkbox next to the chat.
2. Click the delete icon at the top of the list.
3. The chat moves to the Deleted Chats tab.

To permanently delete a chat:

1. Go to Deleted Chats.
2. Click the checkbox next to the chat.
3. Click the delete icon at the top.

To restore a deleted chat:

1. Go to Deleted Chats.
2. Click the checkbox next to the chat.
3. Click the restore icon at the top.

🛡️ Note: Permanently deleted chats cannot be restored.

Blocking and Unblocking Contacts

Blocked contacts cannot send inbound messages.

To block a contact:

1. Open the chat window.
2. Click the three-dot menu at the bottom.
3. Select Block Contact.
   • The contact will be listed under the Blocked Contacts tab.

Alternative method:

1. Click on the Blocked Contacts tab.
2. Click Add Number.
3. Enter the contact’s Number or Email (Description is optional).
4. Click Save.

To unblock a contact:

1. Go to Blocked Contacts.
2. Select the contact.
3. Click the delete icon at the top.