Operator — OperatorLine Scenarios Hub
This page shows key work scenarios in OperatorLine. An operator quickly opens requests, responds to clients, marks topics and statuses without unnecessary transitions. Below are specific instructions for opening dialogs, quick replies, tags, and statuses.
Quick Overview
High-Level Goals and Scenarios
Working with Chat List
Goal — quickly find the needed request among all active dialogs.
- View chat list — how to see all active requests as a list. → ./how-to/view-chats-list.md
- View chats in table — how to see requests in table view for analysis and bulk actions. → ./how-to/view-chats-table.md
Opening and Processing Requests
Goal — quickly open a request and start working with the client.
- View active dialogs — how to instantly see active requests and conversation context in the client card. → ./how-to/view-active-dialogs.md
- Open request — how to open a dialog with a client and see conversation history. → ./how-to/open-request.md
- Reply to client — how to send a message to a client in a dialog. → ./how-to/reply-to-client.md
- Use quick replies — how to quickly insert a ready reply template. → ./how-to/use-quick-replies.md
- Use Copilot — how to get an AI hint for a reply. → ./how-to/use-copilot.md
Working with Statuses, Tags, and Topics
Goal — properly mark requests for reporting and search.
- Set topic and tags — how to add a topic and tags to a request. → ./how-to/set-topic-and-tags.md
- Change request status — how to update request status (open, in progress, closed). → ./how-to/change-request-status.md
Creating Outbound Requests
Goal — initiate a new dialog with a client on behalf of the operator.
- Create outbound request — how to create a new dialog or ticket for proactive communication. → ./how-to/create-outbound-request.md
Working with Tickets
Goal — organize complex requests that require long-term resolution and coordination between operators.
- Create ticket — how to create a new ticket from scratch or a linked ticket from a chat. → ./how-to/create-ticket.md
- Edit ticket fields — how to change priority, assignee, description, and custom ticket fields. → ./how-to/manage-ticket-fields.md
- Manage watchers — how to add or remove ticket watchers. → ./how-to/manage-ticket-watchers.md
- Link tickets — how to create links between related tickets. → ./how-to/link-tickets.md
- View ticket logs — how to see the history of all ticket changes. → ./how-to/view-ticket-logs.md
- View SLA metrics — how to track SLA timers for tickets. → ./how-to/view-ticket-sla.md
Where to Work in the Interface
Main work with requests happens in the OperatorLine module:
OperatorLinemodule:Apps -> OperatorLine— here you process all client requests.- Chat list: for navigating between requests.
- Active chat: for conducting a dialog with a client.
- Details panel: for viewing client and request information.