Live service

Use this Zild Assist screen to complete the live service activity in daily work.

Use this Zild Assist screen to complete the live service activity in daily work.

When to use

Use this Zild Assist screen to complete the live service activity in daily work.

How to use

1. Use the conversation list to choose the service item.
2. Read the history before replying.
3. Type the message, attach files if needed, and send it.
4. Use transfer, take, reactivate, or close according to the service flow.

Important fields

• Channel: Choose the source or service channel.
• Queue: Choose the queue responsible for receiving, routing, or filtering work.
• Customer phone: Enter the number in the format used by your operation.
• Owner: Fill it according to the screen context and review it before saving.
• Message: Type the text that will be sent or used in the service flow.

Available actions

• End: close the current service item or process.
• Reactivate: reactivate a closed conversation.
• Send message: send or resend the prepared message, file, or request.
• Take service item: take ownership of the selected service item.
• Transfer: transfer the service item to another owner.
• Add to blacklist: block the contact or prevent unwanted interactions.
• Attach file: add, replace, or remove attached files.
• Mark as unread: mark the conversation for later follow-up.