You can also check the chats that Customer ALF is currently handling in the inbox. Check in real-time how ALF is responding.
It is divided into [Handling] and [Not handling] depending on whether ALF is currently handling the chat.
Handling
'Preparing' status, not connected to an agent
'Opened(In progress)' status, where ALF's involvement was restarted via a workflow after initially connecting to an agent
The status where 24 hours have not elapsed since ALF's last reply
The status where call-based ALF is currently responding. (Call-based ALF is currently available in South Korea and Japan only.)
Not handling
The status where ALF's response has ended because the customer requested a connection to an agent
The status where there has been no conversation for 24 hours since ALF's last reply, even without a request to connect to an agent
The status where call-based ALF has ended the call after responding (Call-based ALF is currently available in South Korea and Japan only.)
You can view the chat by sorting them from newest to oldest (or vice versa). The criteria for sorting differs based on the chat status.
Handling Status: Sorted by the time the customer last asked ALF a question.
Not handling Status: Sorted by the time of ALF's last reply.