Indicator | Symbol | Meaning |
Sent | ✓ | Your message has been sent to the platform. |
Delivered | ✓✓ | The message has been delivered to the customer’s device. |
Read/Seen | ✓✓ (blue) | The customer has read the message (availability depends on platform and user settings). |
Failed | ¡ | The message failed to send due to issues like session timeout or invalid media. |
Event Type | System Message Example | When It Occurs |
Assignment | Assigned to Agent John Smith | When assigned manually or via routing rules |
Accepted | Conversation accepted by Agent John Smith | When an agent accepts a conversation |
Reopen | Conversation reopened by Agent John Smith | When a closed chat is reopened |
End | Chat has been ended # Date & Time | When the agent or bot ends the conversation |
Ticket Created | Ticket Id #6165 created from chat | When chat is converted to a support ticket |
Auto-Close | Conversation is automatically closed | Due to inactivity after timeout |
Blocking | User blocked by Agent John Smith | When the agent blocks a user |
Unblock | User unblocked by Agent John Smith | When the blocked user is restored |
Bot Handover | Bot transferred the conversation to agent | When the bot escalates to human agent |
Action | Description |
Reply to Message | Reply directly to a specific customer message to maintain clarity in multi-topic conversations. Supported on WhatsApp and Messenger. |
Copy Message | Copy any message (text, links, emojis) for note-taking, documentation, or ticket creation. |
Create Ticket from Message | Convert a specific message bubble into a new support ticket for focused follow-up. |
Ticket ID Navigation | Click on linked ticket IDs to view the ticket or jump to the original message context within the chat. |
Use Writing Assistance (Zia Composer) | Use AI to rewrite full or partial messages with selectable tones (Formal, Informal, Diplomatic, Assertive, Humorous) and lengths (Short, Long). Helpful for improving tone, clarity, and response time. |
AI Rewrite – Full Message | Type or select a full response, then click Writing Assistance. Choose tone and length, and Zia will transform the message accordingly. Review before sending. |
AI Rewrite – Partial Selection | Highlight part of a response and invoke Writing Assistance. Zia will rephrase just the selected portion to match your chosen tone and length. |
Tone Customization | Ensure consistent brand voice and adapt to customer sentiment with tone settings. Ideal for balancing professionalism and empathy. |
Optimize Length | Use AI to make responses more concise or detailed based on the complexity of the query. Useful when addressing both quick questions and layered concerns. |
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