Chat message feed


Find the resources you need to get started with Yalo Sales Desk.

Table of contents

  1. Sending and receiving messages
  2. Sending and receiving documents
  3. Sending and receiving audio messages
  4. Sending and receiving images and videos
  5. Sending canned responses
  6. Viewing system messages
  7. Tagging a chat
  8. Viewing ticket number
  9. Discussing a chat with other agents
  10. Transferring a chat
  11. Adding comments to a chat
  12. Closing a chat
  13. Searching messages inside chats

Send/ Receive messages and start talking to a contact

When you open a queued chat, you can read the messages that the customer had previously exchanged with the Flow assistant.
To pick up the chat and begin serving the contact:

Send any type of message using the message bar.


Once you send a message, the chat automatically moves to your Ongoing chats list.
It also disappears from your colleagues' Queued chats. This prevents multiple agents from attempting to assist the same contact.


Types of message bubbles

There are three types of message bubbles that appear on Yalo Sales Desk chats:

  • Agent messages appear on the right side of the message feed, alongside the profile picture and name of the agent who sent them, and have a vibrant background.
  • Flow messages also appear on the right side of the message feed, alongside the virtual assistant's name, and icon and have a gray background.
  • Contact messages appear on the left side of the message feed and have a white background.

Sending document

To send a document:

  1. Click the Attach Document button inside the message bar.
  1. Browse your storage device, then select and confirm the file you wish to send to your contact.
  1. Your document appears on the message feed alongside other messages.

Downloading documents

To download a document:

Click the document message bubble.


Your download will start.


Send/receive audio messages

To send an audio message:

  1. Click the Microphone button inside the message bar.
  1. Record your message. When you're done, click the Confirm button to send it.
  1. Your audio message appears on the message feed alongside other messages.

Playing audio messages

To play audio messages:

Press the Play button.


Sending image or video

To send a document:

  1. Click the Attach Document button inside the message bar.
  1. Browse your storage device, then select and confirm the image or video you wish to send to your contact.
  1. Your image or video appears on the message feed alongside other messages.

Viewing images or videos

To expand an image or video:

Click the image or video message box.


If it's a video, press the Play button to watch it.


Send Canned Responses
Canned responses are preset messages you can quickly send to contacts.

Using the canned responses menu

To send a canned message while in a chat:

  1. Click the canned responses icon next to the message input to open the menu.
  1. Select the message you would like to send.
  1. Press Enter to send the message.

Using shortcuts

You can also send a canned response by using its shortcut:

  1. Type !, and the list of shortcuts will appear above the message bar.
  2. To filter the options shown on the list, type anything after the first "!".
  3. Once you've completed typing a shortcut, press the Enter key to send its corresponding canned response.

To navigate between canned responses in the shortcut list, use the keyboard or mouse.
After selecting the message you want to use, you can change it before sending it.

Tag Chat
You can add tags to a chat to categorize it.

When viewing a chat, its tags appear at the header, right below the contact's name.


Accessing the chat tag menu

To access the chat tag menu:

Click the button next to the chat tag list.


Inside the chat tag menu, tags currently added to the chat have a marked checkbox next to them.


Changing tags

To add a tag to the chat:

Click the unmarked checkbox next to it.

Or, if you wish to remove a tag from the chat:

Click the marked checkbox next to it.


Viewing a ticket number inside a chat

Ticket numbers are unique identifiers the system automatically generates for a chat once it enters the service queue.
When viewing a chat, its ticket number appears at the right corner of the chat header.


Click a the ticket number box to copy it:


Viewing a ticket number inside chat history

When viewing a contact's chat history, chats are listed by ticket number.


Searching by ticket number

You can type or paste ticket numbers inside search fields to quickly find chats.


Transfer chat when necessary.

To transfer a chat:

  1. Click the Transfer button on the chat header.
  1. Select an agent or department to transfer the chat. If there are no online agents in the department you've selected, you'll be prompted to confirm before you continue.
  1. Optionally, make any changes to chat tags and add a comment to tell other agents why you're transferring the chat.
  1. Click Transfer to confirm.

Add Comments to chat

When transferring or closing a chat, you may add comments to inform other users about what happened on the chat.


Comments added to a chat when transferring or closing appear on the message feed along the system message corresponding to the action.


Closing Chat
When you're done serving a contact and they're satisfied, you may close a chat. To do this:

  1. Click Close.
  1. You may verify that the chat tags are correct and add a comment to inform other users about how the service went, then click Close to confirm.
  1. Closed chats appear in the Closed today section of the chat list.

Searching Messages inside chat
To search for messages inside a specific chat:

  1. Click the More options button at the top right of the chat header.
  1. Select the Search this chat option.
  1. Type the keywords you wish to look up into the search field, and the corresponding results will appear.

Discuss chat with other agents
Contacts can't read messages sent inside these discussions.

Accessing discussions

To access a discussion inside a chat:

Click the Internal discussion button.


Chats with ongoing discussions are marked by the discussion icon on the chat list.

Sending messages inside discussions

Use the message bar inside the discussion menu to send messages that only other agents can see.
You can also tag specific agents to send them a notification and grab their attention towards your discussion.
To tag an agent:

Type @ inside the message bar, followed by an agent's name or username, then type your message and send it.


When you tag another agent on a discussion, they will receive a notification, and a button to quickly access the discussion will also appear over their chat list.