CSR Chat Management

1. Navigation & Status

             a. Access from left menu

             b. Use three-dot menu to "Go Online"

             c. Tabs: Assigned and Unassigned chats

2. Chat Management

Feature	Description
Go Online	Enable chat reception
View Unassigned	Monitor incoming chats from all channels
Join Chat	Click "Join" to accept any channel chat
Channel Identification	Icons indicate message source
Multi-Chat	Handle multiple channels simultaneously

             a. Click "Go Online" in three-dot menu

             b. Monitor "Unassigned" tab

             c. Join chats via "JOIN" button

             d. Track active chats in "Assigned" tab

3. Communication Tools

             a. Text input field with send button

             b. Attachment options (📎):

                         i. Images

                         i. Videos

                         i. Documents

                         i. Audio files

             c. Private Note tab for team communication

                         i. Private notes (team-visible only)

4. Smart Assistant Features

             a. Ask questions about customer policies

             b. Get response suggestions

             c. View customer coverage details

             d. Access vehicle information

             d. Real-time support guidance

Important Notes:

• Must be online to receive chats

• Can handle multiple conversations

• Private notes visible to team only

• Files can be shared via attachment

• Smart Assistant available for support