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How do I manage chats and use productivity features in Jubelio Chat?

Maria at Zenshop

Jubelio Chat provides features like Quick Replies, Auto-Assignment, and Agent Groups to help you respond faster and manage customer conversations efficiently.

1. How do I use Quick Replies?

Quick Replies let you answer common questions instantly.

To create or use them:

  1. Go to Templates → Quick Replies.

  2. Click New Template.

  3. Add your message (e.g., “Thank you for your order! We’re checking stock now.”).

  4. Save the template.

  5. Agents can insert it from the chat window when replying.

2. What are Automated Replies and how do I set them up?

Automated Replies greet customers instantly when they start a chat.

To set it up:

  1. Go to Settings → Auto-Reply.

  2. Turn on Automatic Greeting.

  3. Add a short message (e.g., “Hi! Thanks for messaging us. An agent will reply shortly.”).

  4. Save changes.

3. How does Auto-Assignment work?

Auto-Assignment ensures no chat gets stuck unanswered.

  • Chats are assigned to available agents in a group.

  • If a chat is not answered in the set time (e.g., 5 minutes), it is re-routed to another agent or team.

  • Admins can adjust assignment timers and routing rules in Settings → Assignment.

4. How do I filter or find chats?

Use the filter bar at the top of the inbox:

  • Unassigned – see chats that need an agent

  • Assigned to Me – your current conversations

  • By Channel – Shopee, Tokopedia, Lazada, etc.

  • By Status – Open, Pending, Resolved

This helps agents focus on urgent chats.

5. How do I close or resolve a chat?

  1. Open the conversation.

  2. Click Mark as Resolved when the issue is solved.

  3. The chat moves out of active view and into history.

6. Why are my replies not sending?

Check the following:

  • Your marketplace session may have expired → reconnect the integration.

  • The customer’s chat thread may have been closed by the marketplace.

  • Slow internet connection.

  • You are not assigned to the chat or group.

7. How do I improve agent performance using Jubelio Chat?

Admins can:

  • Create more Quick Replies for repetitive questions

  • Review peak chat hours and adjust staffing

  • Clean up unused templates and groups

  • Use auto-routing to reduce response time

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