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This feature enables the team manager to create, close and update cases. Cases can be uploaded in bulk, and create tickets for agents on the Chat Console. The admin can configure custom parameters for the uploaded cases and use them in events and rules as per the business needs. Additionally, the team manager can configure inbound rules for the current and new chats, close a chat automatically after a specific duration, and move a chat to a queue.

To navigate to cases, go to Customer Care Console > Settings > Cases. The following subsections are available under the cases section:

  • Case Settings
  • Case Parameters
  • Assign to Agents
  • Auto Response
  • Broadcast Message