> For the complete documentation index, see [llms.txt](https://kinochat.gitbook.io/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://kinochat.gitbook.io/help-center/quick-start/agent-manual.md).
# 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* Your current session is no longer active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
1. 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.
2. Click ***Edit*** to set the name.
3. Click **Change Password** to update your password.
{% hint style="info" %}
Carefully choose your avatar and name. They will be shown in the Chat Widget.\
{% endhint %}
### 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:
1. The number of incoming chats exceeds the handling capacity of on-duty agents, meaning all agents have reached their concurrent chat limits.
2. Your team’s chat routing is set to **Manual Selection** mode. In this mode, all new chats are routed to the **Unassigned** list.
3. An agent has been logged out for more than **one minute**.
4. 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:
1. The customer actively closes the chat.
2. You actively close the chat.
3. The chat receives no response for more than **X minutes(can be configured by admin)** and is automatically closed.
4. 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 \[New]Chat Detail
Chat Detail displays information about the current conversation and its linked contact. You can customize which modules appear and their order.
**Contact**
The Contact module shows the contact linked to the current chat.
* In Email identification mode, you can edit the contact’s Name. Email is read-only.
* In Customer user ID mode, you can edit the contact’s Name and Email. Customer user ID is always read-only.
* Changes update the contact profile without changing the original information captured for previous chats.
If no contact is linked, the module displays **No contact linked** with a **Link contact** action.
**Link or Change a Contact**
1. Click **Link contact**, or select **Change linked contact** for an existing association.
2. Search for a contact by Name or Email. Customer user ID search is also available when your organization uses Customer user ID identification.
3. Select a contact and click **Link contact** or **Change linked contact** to confirm.
In Email identification mode, you can also click **Create new contact** in the selector. Enter an Email and an optional Name, then click **Create & link**. If the Email already belongs to a contact, you can link that existing contact instead.
Creating contacts manually is not available in Customer user ID mode.
**Unlink a Contact**
Open the Contact module’s **More menu** and select **Unlink contact**.
Unlinking takes effect immediately. The chat and messages are retained, and you can link another contact later.
Linking, changing, or unlinking a contact only affects the current chat. It does not merge contacts or change how future chats are automatically identified.
**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-specific Information**
**Auto User Identification** and **Pre-chat form** display the original information received when the chat was created.
* Both modules are read-only and appear only when data is available.
* Editing or changing the linked contact does not update these records.
* Device info and Chat overview also remain attached to the current chat.
These modules replace the previous **Chat user data** section.
**Customize Details**
Click **Customize details** at the bottom of the Chat Detail panel.
You can:
* **Pin or Unpin** modules to show or hide them.
* Drag modules into your preferred order.
* Click **Reset to default** to restore the default layout.
Changes save automatically and apply across workspaces within the same organization. Your configuration is saved separately for each organization.
Hiding a module does not delete its data. If no contact is linked, pinned contact-related modules display an empty state.
**Custom fields** no longer appears as a Chat Detail module. Existing fields and data are retained.
### 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**
1. Type # in the chat input
2. Select a reply from the list
3. 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.
{% hint style="info" %}
**Inviting additional agents may incur extra charges. Please proceed with caution.**
{% endhint %}
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.
{% tabs %}
{% tab title="Real Time" %}
All real-time data is refreshed every **30 seconds**.
1. **Assigned Chats：**Displays the current number of chats in the **Assigned** status in real time.
2. **Opened Chats：**Displays the current number of chats in the **Open** status in real time.
3. **Unassigned Chats：**Displays the current number of chats in the **Unassigned** status in real time.
4. **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:
1. The chat was closed without receiving any agent response.
2. The chat remained in the **Unassigned** status for more than **20 minutes**.
5. **Online Agents：**Displays the current number of agents who are **Online** in real time.
6. **Away Agents：**Displays the current number of agents who are **Away** in real time.
7. **Offline Agents：**Displays the current number of agents who are **Offline** in real time.
8. **Agents Reached the Chat Limit：**Displays the current number of agents who have reached their **maximum concurrent chat limit** in real time.
{% endtab %}
{% tab title="Statistical Analysis" %}
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**
1. **Total Chats:** Displays the number of chats that meet **all** of the following conditions:
1. The chat start time falls within the selected time range.
2. The chat is routed to a group included in the **Group** filter.
3. The chat involves an agent included in the **Agent** filter.
2. **Chats Replied To:** Displays the number of chats that meet the filter conditions and received **at least one agent reply**.
3. **Missed Chats:** Displays the number of chats that meet the filter conditions and meet **either** of the following criteria: *(Automated greeting messages are excluded.)*
1. The chat received no agent replies before it was closed.
2. The chat remained **unassigned** for more than **20 minutes** until it ended.
4. **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.)*
5. **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.)*
6. **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.)*
7. **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.
8. **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.
{% endtab %}
{% endtabs %}
## Contact Us
{% columns %}
{% column %}
### Chat With Us
Chat Now
{% endcolumn %}
{% column %}
### Email Us
We’ll be back in touch with you soon
{% endcolumn %}
{% endcolumns %}
Enjoy your chat journey with **KinoChat!** We are glad to hear your feedback!
