Once your customers start replying to your messages, you need one place to manage those conversations — that's what the Customer Service (Live Chat) system in Rasayily provides, available from the live chat page.
What Is the Customer Service System in Rasayily?
It's a unified inbox that gathers your customers' incoming conversations across connected channels, so your team can reply from one place instead of juggling multiple apps.
Conversation Status
Every conversation has a status reflecting its stage — such as being open and awaiting a reply, or resolved by an agent. An authorized agent can reopen a previously resolved conversation if the customer comes back with a new question.
Distributing Conversations Across Your Team
The system supports assigning a conversation to a specific agent on your team, and transferring a conversation between agents when needed (for example, during escalation or a shift change). A conversation can also be unassigned if needed. Team and agent management itself happens from the teams page in the dashboard.
Handoff from Bot to Human Agent
If you have a chatbot enabled, the system supports automatically escalating a conversation from the bot to a designated human agent when needed, rather than leaving the customer stuck with automated replies that don't answer their request.
Quick Replies
Your team can create pre-written quick replies and use them while responding to conversations, speeding up answers to frequently asked questions instead of retyping them every time.
Reacting to and Editing Messages
The conversation inbox supports adding reactions to a customer's messages, and editing a message an agent already sent after it was sent.
How Customer Service Relates to Automation and Campaigns
Customer service works alongside Rasayily's automation tools (auto-reply and workflow automation) — while automation handles initial, repetitive replies, your team handles conversations that need human judgment through customer service. Campaigns, on the other hand, are proactive bulk messages sent to customers, while customer service handles the individual incoming replies that follow. For more on automation, n8n, and webhooks, see Why Rasayily.
FAQ
Can more than one agent reply from the same inbox? Yes, conversations can be distributed across team members and transferred between them.
What's the difference between automation and customer service? Automation runs automatically without human input (auto-reply or a workflow), while customer service is where your agents step into the conversation manually.
Can the bot hand a conversation to me? Yes, if you have escalation from the bot to a specific agent enabled.
