The Chat Management section allows admins and supervisors to review all conversations  whether ongoing, missed, resolved, or blocked and access full transcripts for quality control and analysis.

🗂 Chat Categories:

Navigate to Chat Management in the left menu to access:

• Resolved Chats
• Unresolved Chats
• Missed & Refused Chats
• Active Chats
• Blocked Visitors
• Messages

Each category lets you monitor chat sessions based on their status in the lifecycle.

🔍 Viewing Chat Transcripts:

• Click any tab (e.g., Resolved Chats)
• Use filters to narrow down by:
• Agent
• Date Range

Click any chat row to open the full conversation transcript

• You’ll see:
• Timestamps for each message
• Sender (visitor or operator)
• Full conversation thread
• Any internal notes left by the operator

This is useful for QA reviews, dispute handling, or staff training.