Related chats shows previous chats where the customer gets involved to help agents quickly grab the points of the customer's request before starting the conversation. This user guide explains how to use Related chats and its limitations.

This page covers the following information:

Use cases

The followings are some examples of related chats which can be added as a reference for your agents:

A chat between a user and chatbot.
A chat between a user and service delivery person such as drivers, food couriers.
A chat between a user and another user who had an issue during the conversation.

Limitations

Doesn't support customers from social media. Only available for customers from the Sendbird Chat platform.
Up to three related group channels can be added per ticket.
Available with code implementation, not a code-free feature.

Viewing related chats

To add group channels

Group channel URLs should be included in the ticket information when creating a ticket. This has to be added in the development stage.

For the development guide, refer to the links below:

JavaScript