Manage the Chats in the Messaging Monitor Page (Assign, Transfer, Close, Block)

The Squaretalk Platform’s Messaging lets you manage customer conversations in one place.
From a single window in the Messaging Monitor, you can assign chats to agents, transfer conversations to other users or queues, close chats when they’re done, or block unwanted contacts.

This guide explains how to:

• Assign a chat

• Transfer a chat to Agent/Queue

• Close a chat

• Block a contact

How to Assign a Chat

Admins and managers can assign chats that are waiting to a specific agent.

1. Go to Monitor → Messaging.
   

2. Locate the chat in the Waiting list and click “Assign User”.

3. Select an available agent from the list and click “Assign” to confirm.
   

✅ The chat is immediately assigned to that agent.

How to Transfer a Chat

1. Open the active conversation in Messaging Monitor in the Open list.

2. Open the Options Menu (three dots) and select “Transfer Chat”. 

3. Choose whether you want to transfer it to a Queue or an Agent.

4. Select an available Agent or a target Queue from the list.

   

5. Confirm the transfer.

✅ The chat is assigned immediately. The receiving user does not need to accept it manually.
(In case of a Queue selected, the chat will be distributed automatically based on the queue’s chat distribution settings.)

💡 Good to know
If the user is unavailable, a yellow circle will be visible next to the user’s icon, and the Squaretalk Platform will not allow the transfer option.

Note: The notification in the chat will indicate the transfer. (Visible for internal users only, not for the contact/lead)