On the platform, you can access the Chats screen by clicking the speech bubble icon, located in the left sidebar.

Upon entering the chat operator view, you will see some important items, starting with the organization of conversation statuses:

• In Progress: Chats that are ongoing and have not yet been finalized.
• All Conversations: Shows all chats, both ongoing and finalized ones.
• Unassigned: Lists chats that do not yet have an assigned agent.
• Unread: Displays chats that have not been read by the responsible agent.
• Assigned to Me: Shows only the chats assigned to your user.

By selecting the funnel icon, the agent can apply different filters to locate specific contacts:

• Tags: Displays all contacts that have the selected tag.
• Agents: Filters contacts linked to the chosen agent.
• Channels: Shows only contacts associated with the selected channel.
• Departments: Displays contacts linked to the selected departments, such as Sales, Post-sales, Finance, Technical Support, among others.

To search for contacts saved in the address book, access the Chats tab and click on the Contacts/Address Book icon, as shown in the image:

Now all your saved contacts will be displayed.

On this screen, you can filter which information you want to view in the Columns or add a new contact.

To add, click Add New, fill in the requested data, and finally, select Save.

When accessing a contact's conversation, you will have at your disposal a wide range of functionalities designed to optimize and make customer service more efficient and assertive. Each available tool was designed to support different stages of the interaction process, ensuring you can manage communication in an agile, organized, and personalized manner.

Below, we present some of the functionalities you can use during the service:

Horizontal Menu
In the horizontal bar, you find some functionalities:

• Make Call: Allows you to make calls directly through the chat to the selected contact, facilitating immediate communication.
• Summarize Conversation: Generates an automatic summary of the conversation according to the selected date, helping to keep the interaction history organized.
• Forward Chat: Forwards the conversation to a specific agent, ensuring the contact is directed to the right person.
• Actions: Offers various options, such as:
• • Open contact profile
  • Add tag
  • Forward chat
  • Mark as unread
  • End chat

Vertical Menu
In the vertical bar, you find some functionalities:

• Contact Details: Opens the contact's complete profile, displaying relevant information, history, and notes.
• Scheduled Messages: Displays all messages scheduled for sending to the contact, allowing you to manage campaigns or reminders.
• Pipeline/CRM: Adds the contact to a card in Poli's CRM (Poli Flow). You can choose the card type:
• • Opportunity
  • Ticket
• Orders: Views all orders placed by the customer, with purchase details and status (shopping cart icon).
• Notes: Shows all notes made about the contact, allowing you to record important information about the interaction.
• Calls Made: Displays the history of all calls made with the contact, facilitating relationship tracking.