How do I manage support chats for different loan types?

Create a workspace in Chatref for every distinct loan product you handle – for example, a “Mortgage” workspace, an “Auto Loans” workspace, and a “Personal Loans” workspace. Each workspace acts as a tenancy boundary, keeping conversations, agent training, and the shared inbox isolated. When a customer initiates a chat, route them to the appropriate workspace by embedding the right widget or using custom actions to direct them based on their initial question. This clean separation makes loan type management straightforward: agents see only the queues relevant to them, and you avoid cross-contamination between disparate support needs.

Attach conversation tags to capture loan-type context inside each workspace. You can configure auto‑tagging rules based on key phrases: for example, “refinance”, “HELOC”, “down payment” for mortgage; “co‑signer”, “APR”, “pre‑approval” for auto. Tags appear in the shared inbox and allow quick filtering. When a human steps into a chat, they see the loan type tag immediately – no manual triage needed. Tags also feed into Chatref’s insights engine, giving you a breakdown of what customers ask most about per loan category, so you can fine-tune your knowledge base and scripts.

Combine workspaces and tags to create lean loan‑type operations:

1. Auto‑resolution: Train each workspace’s AI agent on the specific lender guidelines, rate sheets, and FAQ documents for that loan type. The agent resolves common questions (eligibility criteria, document checklists, rate queries) on its own.
2. Tag‑based handoff: When a chat needs a human, the conversation remains tagged – the agent sees “Auto Loan: late payment” and can prioritize or escalate accordingly.
3. Cross‑workspace reporting: Use both the workspace scope and tag aggregations to measure resolution rates, average handle time, and popular topics per loan type. This lends organizational clarity without rigid queue structures or extra software.

• Standardize tags across workspaces (e.g., “application”, “documents”, “funding”) so your reporting is coherent even when loan categories differ.
• Keep a “General Inquiries” workspace with a catch‑all tag for prospects who don’t yet specify a product; assign an agent to triage and move the chat to the correct workspace if needed.
• Review tag trends monthly – if “personal‑loan: co‑signer misunderstanding” spikes, update your training documents to address it proactively.

How can I organize chats by loan type?

Create dedicated Chatref workspaces for each loan type (mortgage, auto, personal, etc.) and use conversation tags to further categorize chats within those workspaces. Tags can be applied automatically based on keywords, so incoming chats are instantly sorted and filtered in the shared inbox.

What tags should I use for different loan types?

Use product‑specific tags like “mortgage”, “heloc”, “auto‑refi”, “personal‑unsecured” combined with category tags such as “application”, “documents”, “rates”, “payment‑issues”. The exact set depends on your loan portfolio, but consistency across workspaces ensures clean reporting and easy agent filtering.

Can I create separate workspaces for each loan type?

Yes. Chatref has unlimited workspaces on every account. Each workspace can host its own AI agent trained on the relevant loan product’s documents, its own widget, and its own conversation inbox – making it the simplest way to run fully isolated support operations per loan type.