Live Chat Message Receipts
Updated
Agents can view message receipts for their Live Chat messages in the Care Console. These receipts help agents track customer engagement in real time, prioritize active conversations, and identify chats that require follow-up or immediate attention.
Message Receipts
Message receipts are represented by tick icons that indicate the delivery status of each message:
Sent (
): The message has been successfully sent from the Care Console.Delivered (
): The message has reached the customer’s device or browser.Read (
): The customer has viewed the message.
Enablement
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
View Message Receipts in Care Console
Once the feature is enabled, to view message receipts, follow these steps:
Open Care Console (In Sprinklr Service, under Resolve > Omnichannel Dashboards, click Care Console).
Open any Live Chat case.
Send a reply within the case.
Once a message is sent:
A single tick icon appears (Sent)
When delivered, it changes to a double tick (Delivered)
Once the customer reads the message, the double tick turns green (Read)
The following video demonstrates how message receipts appear in the Care Console: