Telenor Engage

Category: Chat Manager

  • use Private Notes and Mentions

    Private notes are helpful for agents/supervisors to collaborate with teammates to help resolve customer issues faster. Private Notes also support ‘Mentions’, which allow you to tag a specific agent who can contribute to a quicker issue resolution.

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    How to use Private Notes and Mentions?

    Private notes are helpful for agents/supervisors to collaborate with teammates to help resolve customer issues faster. Private Notes also support ‘Mentions’, which allow you to tag a specific agent who can contribute to a quicker issue resolution.

    How to write a private note

    • Go to the Chat Manager and click on a conversation to open it.
    • In the reply window, click on the Private Note icon on left side.
    • You will see a yellow message box, type the note and click the Send button to post the note. Every time you post a private note, your team will receive a notification informing them that you need their help to resolve a customer issue.

    Mentioning in the private notes

    Private notes can be used to mention particular agents who can contribute to a quicker ticket resolution.

    To mention the agent in the private note:

    • you can simply type ‘@’ before the name of the agent in the yellow message box as shown below. Next, you’ll see a list with active agents including the team they are assigned to choose from.


    Choose an agent and write the private note message. Then click the Send button.



    Every time you post a private note using @, the mentioned agent will receive a notification informing them that you need their help to resolve a customer issue. The mentioned agent can go to the notifications icon on top right next to Available toggle button and click on it see a list of private notes. Agent can then click on a particular note and will be automatically routed to the relevant conversation for collaboration.

    All the conversations in which you are mentioned (using private notes) are listed in Mentioned inbox for a quick view as show below

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  • Use AI Assistants in Chat Manager

    Empower agents with AI-driven prompts to improve response tone, clarity, and depth. The AI-Assistant allows rewriting, shortening, expanding, or adjusting message tone within the Chat Manager for more effective communication.

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  • Setting your agent status

    The agent’s status is a helpful way to show your entire team whether you are free to take a conversation.

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    Setting your agent status

    The agent’s status is a helpful way to show your entire team whether you are free to take a conversation.

    By default, Digital Connect includes the following statuses.

    • Available: You are logged in and available to take new conversations.
    • Busy: You have more than one conversation in progress
    • Away: You are away from your computer and cant be assigned new conversations but other agents and team supervisor can send you private notes and forward conversations.
    • Unavailable: You are not logged in and unable to receive any conversations.

    Manually assign a conversation

    Keep in mind that you’re setting a status for yourself as an agent and not for all agents.

    You can change your agent status by clicking on the icon at top right corner next to notifications icon.

    When your status changes to unavailable, your team members logged in to Digital Connect will not be able to tag you in private notes.

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  • reply to specific messages in a conversation

    Agents can reply directly to specific messages in a thread, ensuring clear, contextual communication. This helps recipients quickly identify which part of the conversation the response relates to, providing better clarity.

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    How to reply to specific messages in a conversation?

    Agents can reply directly to specific messages in a thread, ensuring clear, contextual communication. This helps recipients quickly identify which part of the conversation the response relates to, providing better clarity.

    How it works?

    • Access any customer conversation within the chat manager by selecting it. Once you have the conversation open, move your cursor over the desired message and click on the vertical icon menu that appears and click Reply button.
    • The quoted message will load in the message box. Type your reply and click Send message icon.




    If you don’t want to reply to it anymore, click the ‘X’ button to delete the reply from the message box.



    You can only reply to a single message at a time using this method.

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  • enable live chat translation feature

    Live-chat translation allows customers and agents to converse with each other seamlessly in their native languages. With the flip of a switch, your agents can provide support in multiple languages.

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    How to enable live-chat translation feature for customer support in non-native languages

    Live-chat translation allows customers and agents to converse with each other seamlessly in their native languages. With the flip of a switch, your agents can provide support in multiple languages.

    How does live-chat translation work ?

    Example: If a customer chats in Arabic while the agent only speaks English, the customer’s message will be automatically translated from Arabic to English. The agent can respond in English, and the message will be instantly translated to Arabic for the customer.



    Let’s break down how this works:

    1. The first message from the customer is divided into two parts: the English translation and the original text in Arabic. The customer’s initial message determines the language for the chat. If the customer switches to another language, live-chat translation will adjust automatically to the new language of the customer. Agents can manually turn translation on or off as needed.
    2. The customer’s language is automatically detected if the live-chat translation feature is enabled.
    3. The agent’s first response is also divided into two parts, but it functions in the opposite manner as the customer’s side. The message initially typed by the agent will be shown at the top, while the translated text will appear at the bottom.
    4. Here, you can enable the auto-language detection tool by clicking it.

    Now that we have a clear understanding of how live chat translation works, let’s proceed to a step-by-step guide on activating the feature. This will enable you to offer customer support in languages other than your own.

    1. Select preferred language for chat translation.

    • Log in to Digital Connect as an agent or a supervisor, go to the Settings, and click on it.
    • Click on My Profile and enable the toggle button and choose your preferred language from the drop down menu to enable translation for incoming chats.
    • Click the Save button.

      Congratulations! You have successfully set up your native language as English, which means that all incoming chats from languages other than English will be automatically translated into English. This feature allows you to communicate effortlessly with customers who speak different languages, providing them with the support they need in a language they understand.

    1. Enable live-chat translation in chat manager

    • Go to Chat Manager and click on it.
    • Click on a customer chat and assign the chat to yourself.

    Customer has sent a message in a non-native language

    • Click on the globe icon to automatically detect the language (in case if you don’t recognize the language) of the customer. Our auto-translate tool will promptly recognize that the message sent by the customer is in Arabic. (see 1 below)
    • Click the Translate button to initiate the translation of all your messages.
    • You can now send messages to your customer and it will be automatically translated into the customer’s local language (Arabic in this case)
    • To stop translating messages , simply click on the Stop Translating button to revert all messages back into your native language.

    Translation settings apply only to the current chat. If you are handling more than one chat a time, you can translate one chat without affecting others.

    What does your customer see on his device?

    The customer will only view the translated messages sent by the agent, as demonstrated in the example below. Customer will not view the original, untranslated messages from the agent or even the translated versions of their own messages. Isn’t it amazing how seamlessly the translation feature works?

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  • Digital Connect Conversation Statuses

    All customer conversations are segmented in different inbox views within Chat Manager. These views group conversations by status which are either auto-assigned or manually assigned by agents to manage conversations effectively.

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    Digital Connect Conversation Statuses

    All customer conversations are segmented in different inbox views within Chat Manager. These views group conversations by status which are either auto-assigned or manually assigned by agents to manage conversations effectively.

    Status Definition Example
    All (Active) indicates all conversations not yet assigned to any agent.
    • New incoming support request from customer
    Assigned indicates conversation has been assigned to an agent and is in progress
    • Agent providing active support to resolve customer issue
    Pending indicates agent is waiting for more information from customer or investigation from internal business team to help resolve the issue
    • Customer did not provide enough information to resolve the issue
    • Information required from back office team to resolve the issue requires more time
    Spam indicates a conversation containing harmful or abusive words or not relevant to the business can be marked as ‘Spam’ by the agent.
    • Customer is abusive or repeatedly initiating conversation not relevant to the business
    Closed indicates an agent has resolved the issue and closed the conversation
    • Issues where customer has accepted the solution
    Expired With our Expired conversations view, we’re focusing on providing you with better visibility and monitoring of incoming conversations which have a time out rule for agent/supervisor replies depending on the social messaging channel.

    When time out is reached for an incoming conversation via WhatsApp channel (24-hour session limit) it will be automatically moved to the Expired inbox.
    • Agent did not respond to the incoming conversation and more than 24 hours have passed since the last message from the customer
    • Agent/Supervisor has not marked the conversation pending, spam or closed before it expired
    Exited indicates a conversation where customer exits the conversation without getting a response from the agent.
    • Customer may opt for “talk to agent” mid-way into a bot conversation and then due to change of mind or delay in response from an agent decide to exit the conversation
    Mentioned indicates a conversation in which you have been tagged by another agent or a supervisor in a private note to seek assistance to resolve an issue
    • Agent may require particular information to resolve a customer issue which resides with another agent or a team.
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  • Assign a conversation to an agent

    At times, your customers would escalate the conversation from a chatbot to a human agent in case of complex queries. Within Digital Connect (chat manager) all such incoming conversations are left unassigned for your team to triage.

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    Assign a conversation to an agent

    At times, your customers would escalate the conversation from a chatbot to a human agent in case of complex queries. Within Digital Connect (chat manager) all such incoming conversations are left unassigned for your team to triage.

    In There are two ways in which a conversation can be assigned to an agent:

    • Manual assignment from the New inbox view. Any agent can assign a conversation to themselves or a team supervisor can also assign the conversation to an agent.
    • Auto-assignment by enabling the auto-assign feature within Digital Connect.

    Manually assign a conversation

    In case of an agent, You can manually assign a conversation to yourself from the New inbox view.

    • Click on Chat manager to view all unassigned conversations coming in from different channels inside the New inbox view.
    • Select the conversation and then navigate to the upper right and click on the Assign to me button to assign the conversation to yourself.

    Once assigned, the conversation will be transferred from New inbox view to Assigned inbox view for you to start conversation with the customer.

    Team Supervisor can also assign a conversation to an agent following the same steps, however when logged in from a team supervisor account, all unassigned conversations will be visible in All (Active) inbox view.

    Automatically assign conversations

    Only users with administrator role can enable auto-assignment feature.

    To be able to manage significant volumes of chat, it is possible to activate the automatic assignment of conversations (one each, also known as round robin assignment) to the team members within your account.

    You can enable auto-assign feature for incoming conversations by applying the following steps.

    • Click on Settings>Preferences and enable auto-assign feature
    • All your incoming conversations will now be automatically assigned to your team members based on their availability.
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  • Enable AI-Powered Customer Analysis for Agent Chats

    AI-powered customer analysis can help agents understand customer conversations by generating chat summaries, performing sentiment analysis, and providing insights on conversation performance across channels.

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    Enable AI-Powered Customer Analysis for Agent Chats

    AI-powered customer analysis can help agents understand customer conversations by generating chat summaries, performing sentiment analysis, and providing insights on conversation performance across channels.

    This premium add-on can only be requested by administrators. Once submitted, our sales team will contact you to confirm the monthly subscription fee before activation.

    How to activate Customer Analysis from the Settings Page

    • Login to Digital Connect as an administrator.
    • Navigate to the Settings menu, and select the AI-Assistants option.


    • Click the Request Access next to Customer Analysis and a modal will pop up.
    • In the modal, Click the Request Access to submit the request to the sales team and you will receive a submission notification in your account notification panel for confirmation.

    You will be contacted by our sales team to discuss pricing and activation. Once activated, you can use the feature to perform AI-powered analysis on your customer conversations.

    How to Summarize long conversation threads and send as private notes to your team members

    Once you have access to the feature, your agents will be able to condense lengthy chat threads into brief summaries, tag team members, and collaborate effectively to resolve customer issues.

    • During a conversation, click on in the message composer to open the private notes window and tag a team member by typing @ followed by their name to mention them in a conversation


    • Click on to let AI tool create a concise summary and send as a private note to a team member.
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  • Chat Manager

    Learn all about managing and assigning conversations using tags, notes and private notes to your teams in Digital Connect.

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