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1. Introduction

Dialogues are an extension of platform chats for structured handling of customer requests. Each dialogue has a name, type, participants, and status, and once completed allows you to collect feedback from the customer.

This guide will help you:

• create a dialogue in a chat with a customer;

• configure the request type, reasons, and components;

• add managers to the dialogue;

• complete the dialogue and rate the customer interaction.

After completing the steps, you will have an active dialogue with the customer and the ability to effectively track and close customer requests.

2. Key terms

3. Before you start

Required:

• Have access to the Chats section on the platform.

• The customer must be subscribed to one of your communication channels.

Recommended in advance:

• Configure request types, reasons, and components in Settings → Content → Dialogue settings (the «Can edit dialogue settings» permission is required).

• Configure the text of standard rating messages in AI Support → Standard messages.

4. Step-by-step guide

Step 1. Open a chat with the customer

Go to the Chats section and select the chat with the desired customer from the list.

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Step 2. Click the «Dialogues» button

In the chat control panel, click the Dialogues button. In the window that opens, click Create new dialogue.

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Step 3. Fill in the dialogue form

The dialogue creation form will open. Fill in the fields:

1. Dialogue name — specify the topic of the request, e.g.: «Integration is not working».

2. Participants — you are already added by default. If needed, add other managers. After the dialogue is created, they will be assigned a personal task and a notification will be sent.

3. Request type — choose the type: Support or Refund (or another, if configured in Dialogue settings).

4. Request reasons — optional. Can be filled in later in the dialogue settings.

5. Request components — optional. Can be filled in later in the dialogue settings.

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Step 4. Confirm dialogue creation

Click the confirmation button in the form. The new dialogue chat will open — only messages sent within this dialogue will be displayed in it. The dialogue settings block will appear on the right side.

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Step 5. Communicate with the customer within the dialogue

While the dialogue has the Active status:

• The customer does not receive automated messages from tunnels, smart broadcasts, or AI Support — to ensure nothing interrupts the manager's work.

• Writing to the customer in the general chat outside the dialogue is not possible.

• A customer can have only one active dialogue at a time.

Active dialogues are displayed in the Dialogues tab in the chat list:

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Step 6. Change the dialogue status if needed

In the dialogue settings block, select the desired status and click the confirmation button:

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Step 7. Complete the dialogue and rate the customer

When changing the dialogue status to Completed, a completion form will appear:

1. Give the customer a rating from 1 to 3 stars.

2. If needed, check «Send rating form» — the customer will receive a message asking them to rate the service quality.

3. Confirm the action.
   
   

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The customer will receive a message with rating buttons:

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Once the customer clicks a button, their rating will be displayed in the dialogue information:

• «Bad» — 1

• «Normal» — 2

• «Excellent» — 3

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Both ratings — manager's and customer's — are displayed in the dialogue information and added to the dialogue report.

5. Summary

Once all steps are complete, the dialogue with the customer has been created and finished. This allows you to:

• structure work with customer requests;

• assign responsible managers and track the processing status;

• collect feedback from customers and evaluate service quality.

All dialogue data is saved in a report — use it to analyse the support team's work.

6. Related guides