Chat with an operator¶
In the app, another type of communication is chat. The app allows chat conversations between the operator and the patient. To start chatting, press the orange "Chat" button.
To start a new chat, press the "Start new chat" button on the top left of the interface. A new window asks the user to enter the topic of the new chat. The call centre operator sees the chat topic. Any operator can answer the conversation.
After entering a topic, the chat request is sent with the "Confirm" button.
After sending the chat request, the "Start new chat" button changes to "Current chat". The message box on the right side shows the status of the chat. Next, in the chat box, the message shows that the new chat request is now in the chat queue, but no operator has initiated the chat.
When an operator joins the chat, the message box changes. From now on, a user/patient and an operator communicate as usual.
Sending a chat message is as easy as typing the text in the chat box and pressing the "Send" button.
When the chat conversation is over, the operator can end the chat, or the BiDiApp user can press the g "X" next to the "Current chat" button. The user must confirm the choice to end the chat conversation.
Once the chat conversation ends, it lands in the history list. Clicking on a particular history item re-activates the old chat. However, in an active chat conversation, the "Current chat" button switches the current chat conversation with a selected item from the history