What is AstraChat?
AstraChat is a centralized inbox where messages from multiple channels are received in a single place. Everything arrives as conversations, regardless of the source channel.
Connected channels
Web chat
Daily Agent Workflow
At the start of your shift, follow this routine to keep your inbox organized and deliver responsive service.
1. Review open conversations
- 1 Go to Conversations in the sidebar menu.
- 2 Filter by Assigned to me and status Open.
- 3 Prioritize: customers waiting for a reply first, then oldest conversations.
Fundamental rule: No customer should be left without a response unnecessarily. If you cannot handle a case, reassign or escalate immediately.
2. Use conversation statuses correctly
Every conversation has a status that indicates its current stage. Keep statuses updated so the entire team knows what is happening.
Open
Active and requires follow-up. The customer is expecting action from you.
Pending
Waiting for the customer to reply. No action needed until they respond.
Snoozed
Temporarily paused. It will automatically reopen at the scheduled date and time.
Resolved
Case closed. The issue has been resolved and no further follow-up is needed.
Practical rules:
- If the customer replies → change to Open.
- If you are waiting on the customer → change to Pending.
- If the case is done → change to Resolved.
3. Proper assignments
Every conversation must have a clear owner. An unassigned conversation is a forgotten conversation.
- If you take a conversation → assign it to yourself immediately.
- If you cannot handle it → reassign to the right agent or team.
- Never leave conversations unassigned → if you see one without an owner, take it or notify your team.
4. Handling multiple channels
Even though messages come from different platforms, the internal workflow is always the same.
- Always reply from AstraChat, never directly from the channel app (phone, Instagram, etc.).
- Keep the same professional tone across all channels, whether it is WhatsApp, Instagram, or email.
- Do not reply from your personal phone, as those messages will not be recorded in the system.
Communication Best Practices
Respond quickly
Response speed is key to customer satisfaction. Your goal should be:
First response
As soon as possible. The customer needs to know that someone is handling their case.
Active follow-up
Keep the conversation active until the customer's inquiry is fully resolved.
Use canned responses
Type / in the message composer to access canned responses. Use them for:
- Standard greetings and farewells.
- Business hours and locations.
- Answers to frequently asked questions.
- Instructions that come up frequently.
Canned responses keep your messaging consistent and speed up your reply time.
Use internal notes
Internal Notes are messages visible only to the team. The customer never sees them. Use them to:
- Leave context and relevant information for the team.
- Explain a case before reassigning it.
- Note pending actions or future follow-ups.
-
Mention a teammate with
@nameto notify them.
Teamwork
How to escalate a case properly
- 1 Add an internal note explaining the issue with all relevant details.
- 2 Mention a teammate with @name if needed so they receive a notification.
- 3 Reassign the conversation to the appropriate agent or team.
Escalation mistakes
- Reassigning without leaving context or internal notes.
- Leaving conversations open without follow-up after escalating.
Keep Your Inbox Organized
An organized agent delivers better service. Constantly check for these items:
- Are there unassigned conversations? → Take them or notify your team.
- Are there conversations stuck in Pending for too long? → Follow up with the customer.
- Are there old cases still Open? → Resolve them or update their status.
- Are there resolved conversations you haven't closed? → Mark them as Resolved.
Common Mistakes to Avoid
- Not updating the status of a conversation after interacting with the customer.
- Not assigning yourself the case when you start handling it.
- Replying from the external channel (WhatsApp on your phone, Instagram directly) instead of from AstraChat.
- Not leaving internal notes on complex cases or when escalating.
- Forgetting to close resolved conversations, letting cases pile up unnecessarily.
The Right Mindset
AstraChat is not just a chat tool. It is a comprehensive work platform. Every conversation should be clear, documented, and properly closed.
Tracking system
Every case is logged and can be followed up on at any time.
Complete history
The entire customer history in one place, accessible to the whole team.
Team collaboration
Work with your team transparently and in an organized way.
Service metrics
Data and insights to continuously improve service quality.
Quick Summary for New Agents
- 1 Review your Open and Assigned to me conversations at the start of each day.
- 2 Respond as quickly as possible. The customer should know someone is taking care of them.
- 3 Update the conversation status as needed (Open, Pending, Resolved).
- 4 Assign conversations you take on to yourself. Never leave cases without an owner.
- 5 Use internal notes to document and collaborate with your team.
- 6 Close cases once they are resolved. Keep your inbox clean.
- 7 Stay professional across all channels, always from AstraChat.