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How to Manage Chats in Onbbits

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Once a conversation is active, you can start replying to customers, tagging conversations, and collaborating with your team. This article covers these actions and assumes the chat is already assigned to you.

Finding a Conversation

  • Use the search bar at the top of the sidebar to search by name or WhatsApp number.
  • Tap All or Unread to filter the conversation list.
  • Tap the tag icon next to the filters to filter conversations by tag.
  • One click on a phone number to copy it
  • Open a conversation and tap the search icon in the top-right of the chat window to find a specific message within that chat.
Search Conversation | Onbbits Help Center

Sending a Free-Form Message

  1. Type your message in the Type a message… field at the bottom of the chat window.
  2. Tap the send arrow.
Send a Freeform Message | Onbbits Help Center

You can also tap the paperclip icon to attach media, or the lightning bolt icon to send a quick reply.

Sending a Template Message

  1. Open the chat.
  2. Tap Template in the message bar.
  3. Choose the template you want to send.
  4. Click Send Template.
Send Template | Onbbits Help Center

Managing Tags

  1. Tap the tag icon in the right-side panel to open Tags.
  2. Under Available Tags, tap a tag to apply it to the chat.

Managing Attributes

  1. Tap the Attributes icon in the right-side panel.
  2. Enter or update a value in any field, such as Company, Age, or Location.

Adding a Comment

Comments are internal notes. They’re never sent to the customer, and any agent can see them
  1. Tap the Comments icon in the right-side panel.
  2. Add your note.

Existing comments show who wrote them and when, so your team always has context before picking up a conversation.

Tagging a Teammate

Use Agent Messages to loop in a teammate on a specific chat. They’ll get a notification.

  1. Tap the Agent Messages icon in the right-side panel.
  2. Type @ to tag a teammate and add your message.
Manage Chats | Onbbits Help Center

Managing Chat Status

Chat status indicates the current stage of a conversation, helping your team track its progress.

  • New — set automatically when a conversation starts.
  • Open — set automatically once an agent intervenes in the chat.
  • Closed — set manually. Tap Close at the top of the chat window once the conversation is resolved.
Related Articles

Live Chat & History: Understanding Your Onbbits Inbox

How to Assign Chats to Agents in Onbbits

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