1. What is

The chat screen is where you can monitor and respond to all conversations with your customers in one place.

Here you can:

• View ongoing appointments
• Reply to messages in real time.
• Organize conversations between customer service representatives.
• Track each customer's history.

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

2. When to use

Whenever you are assisting a customer or following up on team conversations.

Examples:

• Reply to messages from WhatsApp, Instagram, or other registered channels.
• See who is currently being served.
• Resume pending conversations

3. How the screen works

The chat screen is divided into 3 main areas: the conversation list, the conversation area, and the contact information.

List of conversations (left side)

Displays all available support options. When you enter the chat operator view, you will see some important items, starting with the organization of conversation statuses:

• Currently being assisted: chats that are in progress and have not yet been completed.
• All conversations: shows all chats, both ongoing and completed ones.
• No agent assigned: lists chats that do not yet have an agent assigned.
• Unread: displays chats that have not yet been read by the responsible agent.
• Assigned to me: displays only the chats that are assigned to your user.

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

• Agents : filters contacts linked to the chosen agent.
• Departments : displays contacts linked to the selected departments, such as sales, after-sales, finance, technical support, among others.
• Labels : Displays all contacts that have the selected label assigned to them.
• Date : Filters by a specific period or date.
• Channels : shows only the contacts associated with the selected channel.
• Status : displays conversations classified as "read" or "finished"

To search for saved contacts in your address book, go to the chats tab and click the contacts icon next to the filters, or the same icon in the left sidebar of the platform.

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 on "add new," fill in the requested information, and finally, select "save."

Conversation (center)

This is where customer service and other interactions take place, such as sending files and interacting with the customer in real time.

Top horizontal menu

In the horizontal bar, you will find several features:

• Make a call : allows you to make calls directly from the chat to the selected contact, facilitating immediate communication through dynamic caller ID.
• AI-powered conversation summary : generates an automatic summary of the conversation based on the selected date, helping to keep the interaction history organized.
• End chat : When you finish a chat, click "End chat". Remember to record the reason for ending the chat to generate accurate reports.
• AI-powered chat closure : When ending a chat, artificial intelligence can categorize the reason and automatically generate a conversation summary, saving the operator time.
• Forward chat : forwards the conversation to a specific agent, ensuring that the contact is directed to the right person.
• Actions : offers more options, such as opening the contact's profile, adding a label, forwarding the chat, marking it as unread, and ending the chat.

Understanding the chat's sending bubble

The message balloon is one of the most important elements, as it contains key information about each interaction.

• Delivery channel : an icon on the side of the message bubble shows which channel the message was sent through (WhatsApp, Instagram, Webchat, etc.). By hovering your mouse over the icon, you can view the channel name.

• Agent's name : appears at the beginning of the chat bubble, usually accompanied by a suffix configurable on the platform, which helps with identification.
• Agent avatar: when the agent does not have a profile picture, the avatar displays only the initials of their name. If an image has been configured, the personalized photo will be displayed.

• Shipping status icons : During shipping, different icons may appear in the bottom right corner of the balloon:
  
  
• • Clock : Message being sent. If it remains for more than 10 seconds, there may be a problem. Check if the contact is correct, if the number is actually WhatsApp, and if the channel is connected.
  • A checkmark : message sent by the platform
    
  • Two checkmarks : message successfully delivered to the recipient's mobile phone.
    
  • Blue checkmarks : Message read by recipient.
    
  • Red exclamation mark : An error occurred (in the contact or on the platform). To resolve, test if the channel is sending to other numbers and check if the contact with the error can receive messages normally.
    

• Message body : This is the message content. Next to the status, the exact time it was sent is displayed. Hovering or clicking on the message bubble reveals an arrow icon in the lower left corner, allowing you to reply directly to a specific message.

• AI-powered reply suggestion : In the message typing box, artificial intelligence can suggest quick and appropriate replies based on the context of the conversation.

How to record and send voice messages

To record a voice message, click the microphone icon located in the message box. Recording will start immediately, and a timer will display the duration.

During recording, you have the option to pause, resume, or delete the message at any time. Additionally, you can adjust the playback speed before sending.

AI-powered audio transcription : When receiving or sending a voice message, you can use the transcription feature. Artificial intelligence automatically and very accurately converts the audio to text, allowing you to quickly understand the content without having to listen to the recording.

How to start a conversation

1. Access the chat screen and open the desired conversation.
2. Click on the forwarding arrow icon.

1. Quickly locate the desired agent by typing their name into the search bar. Agents are displayed in an organized manner, separated according to the department they belong to (e.g., support, sales, finance).

1. When forwarding, you also have the option to include an automatic summary of the conversation history, generated by artificial intelligence, to help the next agent quickly understand the context.

How to schedule messages

There are two ways to schedule an appointment: through the Poli Flow module , if you have it, or directly through the chat window.

To schedule via Poli Flow , go to the side menu > list > add task.

To schedule via chat directly in the conversation:

1. Locate the calendar icon in the bottom right corner, next to the audio send button.
2. Click the icon to open the scheduling window.
3. Fill in the information: select the delivery channel, choose the responsible user, set the date and time, and select the message template.
4. Confirm the appointment.

To view scheduled messages, the process depends on the interface used:

• Legacy interface: you need access to Poli Flow (Poli's CRM). Access the chat screen, click on the contact's profile and look at the right-hand side menu.
• New interface: you don't need to have Poli Flow subscribed. Go to contact and, in the right-hand side menu, locate and click on the schedule icon (next to the funnel icon).

Contact information (right side)

Displays customer data and additional information. The vertical bar contains the following features:

• Contact details : opens the contact's full profile, displaying information relevant to the service.
• Scheduled messages : displays all messages that have been scheduled to be sent to the contact, including those already sent previously.
• Poli Flow : displays all opportunity cards or tickets linked to the contact.
• Orders : displays all orders placed by the customer, with purchase details and status (shopping cart icon).
• Notes : displays all notes made about the contact, allowing you to record important information that only internal teams can see.
  

4. How to use it in everyday life

To respond to a customer

• Click on a conversation in the list.
• Type your message in the send field.
• Press enter or click submit.

To organize your appointments

• Prioritize unanswered chats.
• Use labels to categorize conversations.
• Finalize service requests when completed.

5. Quick and important tips

• Respond as quickly as possible to avoid losing customers.
• Always close resolved cases to maintain organization.
• Use labels to make tracking easier.
• Review the history before replying to maintain context.