How to Bulk Update Conversations

The Bulk Update feature for chats allows agents to update multiple conversations simultaneously. This feature enables agents to efficiently handle a larger volume of interactions, saving time and reducing repetitive individual updates. By leveraging this capability, agents can maintain consistency across conversations while enhancing productivity and overall operational efficiency.

This option is available only to agents in the Agent Portal. A maximum of 100 conversations can be updated in bulk at a time.

Use Case

If you want to change the status of multiple chats, simply select the desired chats from the chat list page and update their status together.

Supported Chat Fields for Bulk Updates

• Status
• Priority
• Tags (Add or Remove)
• Assignee
• Note (Private)

Steps to Bulk Update Conversations

To bulk update conversations, follow the steps mentioned below:

1. Go to the Chat module to view conversations.

2. Select the conversations you want to update.

3. Click the Edit icon to open the bulk update pop-up window.

4. Mark the Checkboxes next to the fields you want to update and fill in their respective values.

5. Click Next to preview the selected fields with the values that are updated.

6. Click the Update button to save the changes.

   After initiating the process, a success toast message will appear. The bulk action will run in the background and may take up to 10 minutes to complete.

   
   • Once the bulk update process is completed, you will receive an email notification detailing the changes made.
   • Do not update any other fields in the selected conversations while the bulk update is in progress to avoid conflicts.
   • Field Dependencies and Display conditions are not considered during bulk updates.
   • Email notifications and SLA alerts will be triggered if applicable.
   • If you open a conversation immediately after clicking the Update option, changes may not be visible right away as the process runs in the background.
   • Agents must have the “Bulk edit all conversation fields” permission enabled to perform bulk updates.