Catalogs

Overview

The Catalogs screen is in the Administration menu, with the subtitle Tags, quick replies and closing reasons. It has three tabs that all work the same way: a table with the items, the create button at the top of the tab, and the Edit and Delete buttons on each row. Each item is created and edited in a window with Cancel and Save.

Discard patterns are not on this screen: they are created from the message menu, inside the conversation, and monitored in Settings. Since they are also a record that supports customer service, they are documented here under Discard patterns.

Who has access

The screen requires the Records permission (Labels, quick replies and other support records.) in the access profile. Without it, the item does not appear in the menu. Using the records day to day (tagging a conversation, inserting a quick reply, choosing a reason when closing) does not depend on this permission: it is available to anyone who handles conversations. See Users and profiles.

The screen works the same way in ChatISP installed on the internet service provider's (ISP's) own server and in ChatISP Cloud.

Tags

Tags are colored markers the team applies to conversations: "Billing", "Installation", "VIP customer", "No signal", whatever makes sense for the ISP.

Create or edit

1. On the Tags tab, click New tag (or Edit on a row).
2. Fill in the fields and click Save.

Where tags appear

• Customer panel, in the conversation: applied tags become pills, and the Conversation tags button opens the list with checkboxes. Anyone who can see the conversation can tag it.
• Conversation list: each conversation shows dots in the colors of its tags next to the name, and the All tags selector filters the list by one of them.
• Contact details: tags appear in the window opened by the customer's photo.
• Reports: the conversation export includes a column with the tags of each ticket. See Reports.

While no tag exists, the filter and the panel button stay hidden.

Quick replies

Quick replies are ready-made answers the agent inserts into the composer by typing a slash and the shortcut. They are meant for text that repeats: instructions to restart the router, the deadline for a technical visit, how to get a copy of the invoice, support hours.

Create or edit

1. On the Quick replies tab, click New quick reply (or Edit on a row).
2. Fill in the fields and click Save.

Variables

The field hint sums it up: Variables replaced when inserted into the conversation: {nome} customer name as shown in the chat, {atendente} the agent on duty, {protocolo} ticket number, {telefone} customer phone.

The replacement happens in the browser, the moment the agent picks the message, using the data of the open conversation. No external system is queried, and the replaced text stays in the field for review before sending. Braces other than these four are left as they are in the text.

Example

Let's try restarting your router, {nome}: unplug it, wait 30 seconds and plug it back in. When the lights settle, let me know here if it's working again.

Your ticket number is *{protocolo}*.

In the chat, the agent types /rest, picks the message, and it goes in with the customer's name and the ticket number already filled in.

Who sees each message

The composer shows the messages for All departments, those of the open conversation's department and those of the agent's own department. A message from another department does not appear. If a department is deleted, its quick replies become available to everyone.

Using it in the chat

1. With the text field empty, type /. The list shows the shortcut and text of each available message.
2. Keep typing: the search filters by shortcut and also by parts of the text (up to 8 results).
3. Arrow keys to choose, Enter or Tab to insert, Esc to close.

With no results, the list shows No quick reply found. Composer details are in Customer service and chat.

How to write good quick replies

• They are mid-conversation text. A quick reply goes into a conversation that is already under way: the greeting and introduction have already happened. Avoid starting with "Hello" or "This is so-and-so"; get straight to the point.
• Use {nome} when it sounds natural in the middle of a sentence. Keep in mind it brings the name as the customer set it on WhatsApp, sometimes a full name, sometimes a nickname.
• Do not repeat the agent's name when message signing is on: the customer already receives the writer's name in bold at the top.
• Choose short, easy-to-remember shortcuts, and prefer vocabulary shared by the team (/invoicecopy, /visit, /slowness).

Closing reasons

Reasons classify why a ticket ended: "Problem solved", "Question answered", "Technical visit scheduled", "Customer did not reply", "Invoice copy sent". They feed the charts in Overview and Reports and show what takes up most of the team's time.

Create or edit

1. On the Closing reasons tab, click New reason (or Edit on a row).
2. Fill in the fields and click Save.

Where reasons appear

• When closing a conversation: active reasons become one-click buttons in the Close window, along with the None option (when a reason is not required). See Closing the conversation.
• Closing by the AI: when the artificial intelligence closes a ticket, it chooses among the active reasons by name. If none fits, the ticket has no reason; the AI never creates a new one. Clear, distinct names help the AI get it right. See Artificial intelligence.
• Customer panel of a closed ticket: the Reason line.
• Timeline: the Closed event shows the reason's name.
• Overview and Reports: breakdown of closings by reason, and the reason column in the export. See Reports.

Required reason

In Settings, on the customer service card, the Require a reason when closing switch forces the agent to choose a reason: the None option disappears and closing without choosing shows Choose the closing reason. The hint explains: Applies when at least one active reason exists in Catalogs. With no active reason, closing goes ahead without asking for anything.

Discard patterns

Some numbers receive automated messages that are not from customers: monitoring alerts, system notices, repeated notifications. Each one would open a ticket and clutter the queue. A discard pattern tells ChatISP: messages with this text do not open a ticket.

How it works

• The pattern is the message text with the parts that change on every send replaced by {var} (a date, an equipment name, an amount).
• The match is exact and case-sensitive; each {var} stands for any stretch of text, including empty text or line breaks.
• When applied, existing text messages that match the pattern are deleted from the entire system, in the background. A conversation left with no messages and no internal notes is removed; in the others, the time of the last message and the unread counter are recalculated.
• From then on, new messages that match the pattern are ignored on arrival, on any channel (QR and Official API), before a ticket is opened. This also applies to messages sent by the number itself from outside ChatISP.
• Only text messages are evaluated.

Create a pattern

Requires the Settings permission.

1. Open a conversation that contains the automated message, hover over the bubble and open its menu (the arrow in the corner).
2. Click Create discard pattern. The Discard pattern window opens with the message text in the Message pattern field.
3. Select each part that changes on every send and replace it with {var}; the {var} button inserts the marker at the cursor.
4. Watch the live count, which shows how many existing messages match the pattern and will be deleted (%s existing message(s) match this pattern and will be deleted., with the number in place of %s).
5. Click Apply discard. The message Pattern created. History cleanup started in the background. appears.

Safety rules

• The pattern must have at least 10 fixed characters outside {var}. Below that: Pattern too generic: keep at least 10 fixed characters outside {var}. This keeps a vague pattern from deleting customer messages.
• The pattern has a maximum of 2,000 characters.
• Two identical patterns cannot be created (An identical pattern already exists.).

Monitor and delete

Patterns are listed on the Discard patterns card of the Service tab in Settings (Automated messages that must not open a ticket: deleted from history and ignored on arrival, on any channel.). Each pattern shows the text with the {var} markers highlighted, who created it and when, and its status:

• Cleaning history… while the cleanup is still running, with the total deleted so far (the list refreshes on its own).
• Afterwards, %s deleted in cleanup and %s ignored since creation, with the numbers.

Deleting a pattern asks for the confirmation Delete this pattern? New identical messages will enter the system and open tickets again. Messages already deleted do not come back.

Frequently asked questions