Open Lines

Open Lines is a unified inbox for handling customer messages from multiple channels — Telegram, WhatsApp, and Instagram — all in one place.

Supported Channels

Key Concepts

Channels

A channel represents a connection to a messaging platform (e.g., your Telegram bot).

Queues

Queues group operators who handle conversations. You might have:

• Sales queue
• Support queue
• VIP customer queue

Sessions

A session is a conversation with a customer. Sessions flow through states:

1. Waiting — Customer messaged, waiting for operator
2. Active — Operator assigned and responding
3. Closed — Conversation ended

Operators

Team members who handle conversations. Each operator can be:

• Assigned to specific queues
• Set to handle a maximum number of sessions
• Given priority (higher priority = assigned first)

Setting Up Queues

Create a Queue

1. Go to Settings → Open Lines → Queues
2. Click Add Queue
3. Enter:
   • Queue name (e.g., "Support Team")
   • Description
   • Max sessions per operator (default: 5)
   • Auto-assign toggle
4. Click Save

Add Operators to Queue

1. Edit the queue
2. Go to Operators tab
3. Add operators individually or by position
4. Set priority for each (1 = highest)
5. Save

Operator Status

Operators set their availability:

Only Available operators receive new conversation assignments.

Handling Conversations

Chat Interface

The Open Lines interface shows:

• List of active sessions
• Unread message count
• Customer information
• Conversation history

Messaging Features

Quick Replies

Pre-defined responses for common questions:

1. Go to Settings → Open Lines → Quick Replies
2. Create replies with:
   • Title (for search)
   • Content (message text)
   • Shortcut (e.g., /welcome)
   • Category (greeting, FAQ, etc.)
3. Use in chat by typing the shortcut

Session Management

Assigning Sessions

Sessions can be assigned:

• Automatically — System assigns to available operator with lowest load
• Manually — Supervisor assigns to specific operator

Transferring Sessions

Transfer a conversation to another operator or queue:

1. Open the session
2. Click Transfer
3. Select destination (operator or queue)
4. Add transfer note (optional)
5. Confirm

Closing Sessions

When conversation ends:

1. Click Close Session
2. Select close reason (optional)
3. Session moves to history

Automated Bots

Welcome Messages

Configure automatic greetings:

1. Go to Settings → Open Lines → Bots
2. Select channel
3. Enable Welcome Message
4. Enter greeting text
5. Set languages (en, ru, uz)
6. Set delay before human transfer (seconds)

Auto-Responses

Set up keyword-based responses:

1. Create response rules
2. Define trigger keywords
3. Set response text
4. Enable/disable as needed

Session Analytics

Key Metrics

Reports

View session analytics in Reports → Open Lines:

• Sessions by channel
• Average response times
• Operator performance
• Peak hours

Multi-Language Support

Open Lines supports multiple languages:

• Operators see interface in their language
• Bots can respond in customer's language
• Quick replies can have translations

Configure in channel/bot settings.

Best Practices

1. Set realistic max sessions — Don't overload operators (5-7 is typical)
2. Use priorities — Senior staff get priority 1
3. Create quick replies — For common questions
4. Monitor response times — Customers expect fast replies
5. Enable auto-assign — Reduces wait times
6. Set up welcome messages — Customers know they're heard