This guide is for support agents looking to handle customer conversations and manage tickets in DelightChat.
Know the exact steps to sort conversations, access customer details, and collaborate with your team while replying to customers. (All in under 10 minutes)
▶ 1. Unassigned, Assigned, Closed, Archived (⚡1 min)
Understand the status of a ticket so you always know what needs attention.
▶ 2. Replying To Customers & Collaborating With Team (⚡2 min)
Reply to customers using: Generate with AI, Rewrite with AI, Voice Notes, Attachments, or Fast Reply. On WhatsApp, Facebook Messenger, Instagram DM and Live Chat you can also paste a file (Ctrl+V or Cmd+V) or drag it onto the reply box. The same file size and type limits apply as for the attach button.
Leave Internal Comments to discuss with team members or add context (Not visible to the customer).
💡 Pro Tip: Add information to your AI Knowledge base here: https://app.delightchat.io/settings/knowledge-base
▶ 3. Composing New Messages - WhatsApp & Email (⚡1 min)
Easily draft and send new messages to customers directly via WhatsApp or Email from the inbox.
▶ 4. Quick Actions: Close, Assign, Tag & More (⚡2 min)
💡 Pro Tip: Customize the default CSAT survey message from here: https://app.delightchat.io/settings/csat-survey
Stay organized with quick actions available for every ticket.
▶ 5. Sorting, Filtering & Managing Tickets (⚡1 min)
Find what matters most with sorting, filtering and bulk actions.
▶ 6. Searching For A Customer Ticket (⚡1 min)
Easily find customers using their name, phone number, or Ticket ID.
▶ 7. Viewing Customers, Orders, and Products in Shopify (⚡2 min)
Best Practices
- Check Unassigned and pending tickets regularly.
- Archive spam or irrelevant messages.
- Use Tags consistently for easy tracking.
- Tag teammates in Internal Notes for tricky cases, and review together when needed.
- Always Close tickets once resolved.
- Reopen tickets if the issue remains unresolved.
