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Bulk actions on live chats

Instead of opening all the chats and closing/transfering/resolving them one by one, agents can select all the chats at once and perform bulk actions.

Use cases of bulk actions

  • Closing or resolving multiple chats: When there are multiple live chats that have been completed or resolved, instead of resolving them one by one, agents can use the bulk action feature to select all the chats at once and mark them as resolved. This saves time and effort for the agents, especially when there is a large volume of chats to handle.
  • Transferring multiple chats to an agent: In situations where multiple live chats need to be transferred to a specific agent or a different group, the bulk action feature allows agents to select all the relevant chats simultaneously and transfer them in a single action. This is useful when there is a need to distribute the workload evenly among different agents or when a specific agent specializes in handling certain types of queries.
  • Replying to multiple chats at once: Agents can compose a single message or internal note and send it to all selected chats simultaneously. This is useful for broadcasting updates, sending a standard acknowledgment, or adding a note across a batch of chats without opening each one individually.
  • Marking open chats as missed: Inbox admins can bulk-mark open (unassigned) chats as missed when no agent is available to handle them, keeping the queue clean without opening each chat.

To perform bulk actions on multiple chats, follow the steps below:

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  • My Chats / Active Chats / Shared Views: can be Transferred, Resolved, or Replied to.
  • Resolved Chats / Missed Chats: can be Reopened.
  • Open Chats: can be Transferred or Marked as Missed (admin only).
  • Queued Chats: can be Transferred.
  • By hovering over a chat avatar (display image) you will see the select option, select the required chats (you can also select all).
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1. Resolve selected live chats (bulk close)​

To resolve multiple chats (bulk close), Enter the required custom field and click Resolve.

2. Transfer selected live chats to one agent​

To transfer multiple chats to an agent, select the Group or Agent name and confirm the transfer. Selected chats will be transferred to that agent irrespective of the agent's current status or concurrency limit.

Optionally, check Keep as Collaborator to retain the previously assigned agent as a collaborator on the transferred chats.

3. Reopen selected resolved/missed chats​

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Reopening an old chat will create a new chat (with new chat ID).

As an Inbox admin, to Reopen a chat(s), fill in the Re-open Chat modal that has three sections:

Basic Details (required fields marked):

  • Priority (required) — Low / Medium / High. Defaults to High if no priority was previously set.
  • Assignment (required) — select a Group or Agent. Choose Auto Assign to let the system route the chat to the next available agent.
  • Tags (optional) — apply one or more tags to the reopened chat.
  • Description (required) — provide a reason or context for reopening.

Contact Details (all optional):

  • Name, Phone, Email — update the contact's details if needed.

Custom Fields (if configured):

  • Any non-hierarchical custom fields defined for your bot will appear here and can be pre-filled before reopening.

Click Re-open to confirm.

4. Reply to selected live chats (bulk reply)​

Agents can send a reply or internal note to multiple selected chats at the same time without opening each chat individually.

Available on: My Chats, Active Chats, and Shared Views.

To bulk reply to chats:

  1. Select the chats you want to reply to (hover over a chat avatar to reveal the checkbox, or use Select All).
  2. Click the ⋯ (three-dot) menu in the selection header.
  3. Click Reply.
  4. In the Reply dialog, choose a tab:
    • REPLY — sends the message as a regular agent reply visible to the contact.
    • INTERNAL NOTES — sends the message as an internal note visible only to agents.
  5. Type your message in the text area.
  6. Optionally attach images or files (up to 50 MB each) using the image and attachment icons, or add emojis using the emoji picker.
  7. Click Send. The message is delivered to all selected chats.
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  • The Send button is disabled until at least one message or attachment is ready (no in-progress uploads).
  • Images and files are uploaded to the bot's file storage before sending.
  • After a successful bulk reply, all selected chats are deselected automatically.

5. Mark selected open chats as missed​

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This action is available only in the Open Chats tab and is restricted to Inbox admins.

When open (unassigned) chats cannot be attended to, admins can bulk-mark them as missed to keep the queue clean.

To mark multiple open chats as missed:

  1. Navigate to the Open Chats tab.
  2. Select the chats you want to mark (hover over a chat avatar to reveal the checkbox, or use Select All).
  3. Click Mark as Missed in the selection header.

The selected chats are immediately moved to the Missed Chats section. No additional fields or confirmation modal are required.