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.

For a non-technical description of the product capability, see the Operator Panel product overview.

Quick Overview

• High-Level Goals and Scenarios
• Where to Work in the Interface
• Quick Links

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. → View chat list
• View chats in table — how to see requests in table view for analysis and bulk actions. → View chats in a table
• Find appeals with global search — how to find an appeal across the instance, not only in the current folder. → Find appeals with global search

Working with Filters

Goal — save search conditions for one-click access.

• Create filter — how to create a saved filter with selection conditions. → ./how-to/create-filter.md
• What are filters — explanation of the concept and why they are useful. → ./explanation/what-are-filters.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. → View active dialogs
• Open request — how to open a dialog with a client and see conversation history. → Open request
• Reply to client — how to send a message to a client in a dialog. → Reply to client
• Paste formatted text into an email reply — how to keep links, lists, and tables when you paste copied content. → Paste formatted text into an email reply
• Native files in Facebook Messenger — how to enable PDFs and documents as Messenger attachments instead of a text link. → Enable native files in Facebook Messenger
• Instagram content in chats — how DMs, comments, and stories are displayed. → Instagram content in chats
• Download attachments from dialog — how to save chat files to your computer (single file, all separately, or as archive). → Download attachments from dialog
• Export chat to PDF — how to save conversation history to PDF for archiving or sharing. → Export chat to PDF
• Use quick replies — how to quickly insert a ready reply template. → Use quick replies
• Use Copilot — how to get an AI hint for a reply. → Use Copilot
• View knowledge base sources — CITATIONS block under Copilot and agent messages. → View knowledge base sources
• Translate a client message — how to get a translation of an incoming text message in the dialog. → Translate a client message
• Customize the request and client details panel — how to hide empty fields, pin important ones, and change field and section order. → Customize the request and client details panel

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
• Transfer a chat to another operator — how to send a transfer request, follow its status and cancel it. → Transfer a chat to another operator

Viewing Quality Assessment

Goal — see the result of a quality review of your service and feedback from QA.

• View quality assessment in chat — how to see the assessment and QA comments directly in the request details panel. → View quality assessment in chat

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:

• OperatorLine module: 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. The client card here is the same as in the Clients module (click pencil in client row).

Quick Links

Working with List

• View chat list
• View chats in table (columns and resetting layout are in that guide; administrators set role defaults in Configure roles)
• Find appeals with global search
• Create filter

Processing Requests

• View active dialogs
• Open request
• Reply to client
• Paste formatted text into an email reply
• Enable native files in Facebook Messenger
• Download attachments from dialog
• Export chat to PDF
• Quick replies
• Use Copilot
• Translate a client message
• Customize the request and client details panel

Tags and Statuses

• Set topic and tags
• Change status
• Transfer a chat to another operator

Creating Requests

• Create outbound request

Quality Assessment

• View quality assessment in chat

Working with Tickets

• Create ticket
• Edit ticket fields
• Manage watchers
• Link tickets
• View ticket logs
• View SLA metrics