Discuss Chat

The Discuss feature empowers you to seek internal help, whether it’s a quick question or a deeper insight, without interrupting the client experience.

Example:

Mark is chatting with a customer, Smith, and has a product-related question. He uses the Discuss feature to consult Martha, the product expert, without the client knowing.

How It Works:

1. Click on the Assign/Discuss icon in the chat.

1. Choose Discuss.

2. In the Assign To field, select the user type (e.g., User or Manager) for the discussion.

4. From the Select User field, select the user you wish to discuss with and click Discuss.

Note: Upon sending a Discuss request, similar to the Assign feature, a system-generated Engagement Tracking Record is immediately created and updated with relevant details.

Discussion Flow:

• The recipient (e.g., Martha) receives a notification: “Mark has requested to discuss with you.”

• If she accepts, a Discussion Panel opens.

• Mark and Martha can chat privately.

• Martha can view the entire conversation with the client (Smith) but cannot connect with or message the client directly. All chat-related functionalities that allow her to interact with the client, such as sending free-form messages, message templates, or emojis, will be disabled for her.

• If rejected, a pop-up prompts Martha to provide a reason (e.g., Busy with another case).

• Mark can also withdraw the request before it is accepted. (Same as Assign Feature)

• A pop-up will appear prompting Mark to provide a reason for the cancellation (e.g., Issue resolved)

• Once withdrawn, the request is canceled or withdrawn, and the Engagement Tracking Record is updated accordingly.

Key Notes:

• The client does not see the internal discussion.

• Discussion can be ended by either party.

• When the initiator wants to end the discussion, they can use the End Discussion button from the Discussion Panel.

• Upon clicking it, a pop-up will appear asking them to select whether the issue or query has been resolved or not.

• If the requested user wants to leave the discussion, they can use the Leave button from the Discussion Panel.

• Once clicked, the discussion will end immediately, and the Engagement Tracking Record will be updated accordingly.

Auto Timeout for Requests

• You can configure an auto timeout period in the CRM settings.

• If the recipient doesn’t respond within the configured time (e.g., 2 minutes), the request status will change to Timed Out, and the request will be canceled automatically.

• You can configure the timeout values from the Configurations section:

1. Go to Configurations.

2. Select the WhatsApp Preferences tab.

3. Under this tab, you’ll find a dedicated section called Assign/Discuss Settings.

• This section contains the following fields:

Discuss Request Timeout Duration – The duration after which a pending discuss request will expire if not accepted or rejected.