Agent Manual
This manual applies to all agents helping you quickly understand the system functions and operate correctly. The main functional modules included in the system are: Registration and Login, Chats, Team
1. Registration and Login
The administrator will send you a registration invitation email from the Team page.
Click Accept Invitation in the email to start the registration process, then set your username and password to log in to the KinoChat system.
After completing registration, click Enter KinoChat to go to the login page.Once you log in, you can immediately begin setting up chat features.
Signed Out Message
In some cases, you may see a sign-out message while using KinoChat.
This can happen when:
A supervisor signs you out
Your account is signed in on another device
Your current session is no longer active
When this happens, you will need to sign in again before continuing.
Click Sign in again to return to the login page. After signing in, KinoChat will refresh your workspace access, permissions, and status.
2 Personal Settings
2.1 Profile
Click Change avatar to customize your avatar. You can either upload a photo as your avatar, or click Choose from gallery to select a photo from the default avatar library.
Click Edit to set the name.
Click Change Password to update your password.
Carefully choose your avatar and name. They will be shown in the Chat Widget.
2.2 My settings
1.Agent status after logging in
Your default status is Online. You can choose whether your status will be set to Online or Away for your next login.
2.Active Chat Limit
The maximum number of concurrent chats is set to 6 by default, and you can adjust this limit as needed.When a customer initiates a new chat, the system automatically assigns the chat to the most available agent.Once the active chat limit is reached, new customers are placed in a pending queue and must wait until an agent closes a chat and frees up capacity.
3.Notification sound
Notification sounds are enabled by default. You can customize notification settings to better fit your workflow.
3. Home
3.1 Real-Time Overview
Displays real-time data for the customer service team in your business unit. Data is refreshed every 30 seconds.
Unassigned Chats: Shows the number of unassigned and unclosed chats in your current business unit.
Ongoing Chats: Shows the total number of My Chats across your team, including Open Chats and Assigned Chats.
My Ongoing Chats: Shows the total number of My Chats for you, including Open Chats and Assigned Chats.
3.2 My Performance Snapshot
Displays your performance data for the past seven complete days.
My Rating: The average rating you received over the past seven days. The arrow on the right indicates the trend compared with the previous period (days 14–8 prior).
My Total Chats: The total number of chats in your My Chats over the past seven days.
3.3 Team Performance Overview
Displays performance data for the customer service team in your business unit over the past seven complete days.
Team Rating: The average rating received by all agents in your business unit over the past seven days. The arrow on the right indicates the trend compared with the previous period (days 14–8 prior)
Total Chats per Agent: The average number of total chats handled per agent in your business unit over the past seven days.
4. Chats
4.1 Chat status
Your chat status controls whether you can receive new chat assignments.
Online
Online means you are available to receive new chats.
When your status is Online, KinoChat can automatically assign new chats to you based on your workspace assignment rules and active chat limit.
Away
Away means you are logged in but not available to receive new chat assignments.
Use Away when you are temporarily unavailable, such as during a break, lunch, meeting, or training.
Existing conversations remain active. You can continue working on conversations that are already assigned to you, but new chats will not be assigned to you while you are Away.
If your workspace has Away Reasons enabled, you must choose a reason when switching to Away.
Offline
Offline means you are signed out or unavailable.
When you are Offline, you will not receive new chat assignments.
4.2 My chats
When a customer from any of your business units initiates a chat, it is automatically assigned to you and displayed in the Assigned list.
You can reply directly to the customer. Once you reply, the chat status changes to Open and the chat is moved to the Open list.
Inactive Chat
If a chat remains inactive for more than 3 minutes, you will receive a reminder.
If a chat remains inactive for more than 10 minutes, you will receive another reminder and the chat will be automatically closed.
If you need to reply to a chat that is already closed, click Open Chat to reopen the chat and continue the conversation.
Keyboard shortcuts
You can use keyboard shortcuts to improve your efficiency, such as using the up and down arrow keys to quickly switch between chats.
Within the message box, you can also use keyboard shortcuts to quickly reply, upload files, insert emojis, and more.
Keyboard shortcut details can be viewed in the top-right corner of the page, or by using 【Command/Ctrl + Shift + D】.
Transfer Chat
You can transfer a chat to other online agents or groups within the same business unit.
The agent who receives the chat can view the full chat history.
4.3 Unassigned chats
Unassigned chats may occur in the following scenarios:
The number of incoming chats exceeds the handling capacity of on-duty agents, meaning all agents have reached their concurrent chat limits.
Your team’s chat routing is set to Manual Selection mode. In this mode, all new chats are routed to the Unassigned list.
An agent has been logged out for more than one minute.
An agent has been removed or deleted.
You can click Assign to me to manually assign chats from the Unassigned list to My Chats.You can also close a chat if you determine that no follow-up is required.
4.4 Closed chats
Closed Chats contain all chats associated with your business unit that have been closed under the following scenarios:
The customer actively closes the chat.
You actively close the chat.
The chat receives no response for more than X minutes(can be configured by admin) and is automatically closed.
The browser is closed for more than 2 minutes, causing the chat to close automatically.
Reopen Chat
All closed chats can be reopened by clicking Open Chat.After reopening the chat, you can reply to the customer again.
Share the link/Downloading chat records
You can still ① Sharing and ② Downloading chat records if needed.
4.5 Rate chat
Customers can submit multiple ratings during a chat. Only the most recent rating is retained.
Agents can send a rating invitation at any point during the chat, but only one invitation is permitted per session.
You can view the rating results directly in your chat window.
If the customer has not submitted a rating by the end of the chat, the system will automatically send a rating invitation.
4.6 Contact Detail
Contact Detail helps you view and manage information about the contact linked to the current chat.
Contact information is shared across the organization, while chat-specific information remains attached to each individual conversation.
Chat user data
Chat user data contains the customer information captured for the current chat, such as the name and email address.
Agents can edit the Name and Email fields inline.
Updating the Name only changes the information displayed for the current chat. It does not overwrite the contact's profile name or affect previous conversations.
A valid email address is required. If the email format is invalid, the change will not be saved.
Updating the Email may link the current chat to a different contact. After the change is saved, Contact Detail refreshes automatically.
If the current chat is not linked to an identified contact, the Contact Profile displays No contact linked. Chat user data remains available.
Recent Conversations
Recent Conversations displays conversations associated with the current contact that you have permission to access.
The three most recently updated conversations are displayed by default.
Click See all to view additional conversations.
Conversations are sorted by their most recent update time.
Click a conversation to open its chat details.
If no conversations are available, No recent conversations is displayed.
The conversations you can see may depend on your workspace permissions and the cross-workspace message setting.
Contact Tags
Contact Tags help your team categorize and identify contacts.
Existing tags from the organization are displayed together with their source workspace.
You can add Live tags from the current chat's workspace.
New tags cannot be created from the tag selector.
You can remove tags that you added. Supervisors may manage tags from workspaces they have permission to access.
If the current workspace has no available tags, No contact tags yet is displayed.
Contact Notes
Contact Notes allow team members to record useful information about a contact.
Click Add a note to create a note.
New and recently edited notes appear at the top of the list.
Each note displays its source workspace.
The five most recent notes are displayed by default. Click Show more to display additional notes.
Long notes are collapsed and can be expanded to show the full content.
You can edit or delete notes you created. Other notes are read-only unless you have Supervisor permissions.
Chat details
Device Info, Chat Overview, and Pre-chat Form contain information about the current chat rather than the contact profile. This information remains unchanged if the chat is linked to a different contact.
4.7 Use&Manage Quick Reply
Quick Reply helps agents respond faster by inserting predefined messages into the chat input using shortcuts.
Types of Quick Replies
Public Quick Replies: Shared replies created by admins
Private Quick Replies: Personal replies created by you
How to Use Quick Reply in Chat
Type # in the chat input
Select a reply from the list
Edit if needed, then send manually
Quick Replies are not sent automatically after insertion.
Filters
All: Public + Private
Public: Shared replies
Private: Your personal replies
Managing Private Quick Replies
Access: Profile Menu → Private Quick Reply
Create
Shortcut (required, max 20 characters)
Reply content (required, text only, max 500 characters)
Edit / Delete
Only the creator can edit or delete
Deletion cannot be undone
5. Team
5.1 Agents
You can view information for all agents in your business unit.Click Invite Agents to send email invitations to other agents to register.
You can click the Business Unit Switch button to view data from other business units.
5.2 Groups
You can view the groups you belong to and related group information.
6. Dashboard
There are two tabs: Real Time and Statistical Analysis.You can click each tab to switch between them. By default, the Real Time tab is selected.
All real-time data is refreshed every 30 seconds.
Assigned Chats：Displays the current number of chats in the Assigned status in real time.
Opened Chats：Displays the current number of chats in the Open status in real time.
Unassigned Chats：Displays the current number of chats in the Unassigned status in real time.
Missed Chats Today：Displays the number of chats that started between 00:00 today and the current time and meet any of the following conditions:
The chat was closed without receiving any agent response.
The chat remained in the Unassigned status for more than 20 minutes.
Online Agents：Displays the current number of agents who are Online in real time.
Away Agents：Displays the current number of agents who are Away in real time.
Offline Agents：Displays the current number of agents who are Offline in real time.
Agents Reached the Chat Limit：Displays the current number of agents who have reached their maximum concurrent chat limit in real time.
Displays chat records, peak hours, and insights into the most significant customer issues to help you optimize customer support performance.Data is displayed based on the selected filter conditions.
Time Filter: The time filter supports date range filtering. All dates and times are based on your device’s local time.
You can select one date range to filter chats; multiple selections are not supported.
The time filter is clickable by default. Clicking it opens the calendar pop-up.
Click anywhere outside the calendar to close the pop-up.
The default selection is Last 7 days.
Add Filter: Click Add Filter to add additional filter conditions.
Click an option to add a filter. Agent and Group filters support multiple selections.
Once a filter has been added, the corresponding option is disabled.
When two filters have already been added, the Add Filter button is hidden.
Metrics Definitions
Total Chats: Displays the number of chats that meet all of the following conditions:
The chat start time falls within the selected time range.
The chat is routed to a group included in the Group filter.
The chat involves an agent included in the Agent filter.
Chats Replied To: Displays the number of chats that meet the filter conditions and received at least one agent reply.
Missed Chats: Displays the number of chats that meet the filter conditions and meet either of the following criteria: (Automated greeting messages are excluded.)
The chat received no agent replies before it was closed.
The chat remained unassigned for more than 20 minutes until it ended.
Messages per Chat (Avg): Displays the average number of messages sent by agents per chat among all replied chats that meet the filter conditions.(Automated greeting messages are excluded.)
Median First Response Time: Displays the median time from chat creation to the first agent reply among all replied chats that meet the filter conditions.(Automated greeting messages are excluded.)
Median Response Time: Displays the median time between a customer message and the corresponding agent reply among all replied chats that meet the filter conditions.If a customer sends multiple consecutive messages, the time is calculated from the last message.(Automated greeting messages are excluded.)
Median Chat Duration: Displays the median duration of the Open state for all replied chats that meet the filter conditions. The duration is calculated from chat creation to chat closure.
Median Handling Time: Displays the median handling time for all replied chats that meet the filter conditions. Handling time is calculated from the first agent reply to the last message sent in the chat.(Automated greeting messages are excluded.)
How You’re Handling Chats: This chart shows the distribution and proportion of chats across different stages, such as Unassigned, Assigned, Opened, and Missed, under the current filter conditions. Agent Satisfaction Ratings: Displays the distribution of chat ratings under the current filter conditions. Comparison of Agent Performance: Displays a comparison of chat metrics for each agent under the current filter conditions. Click the column headers to sort by the corresponding values.
Contact Us
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