- The Chat tool is used to communicate with your customers via several channels.
- The channels our platform offer with Chat are: SMS, Facebook Messenger, web and app Messaging, email and Twitter Direct Message.
- Chat is used as a 2-way communication tool with your clients using their preferred channel and allows efficient dialogue between your agents, and your customers.
- The Chat configuration page can only be viewed by Admins and Supervisors.
- To start using Chat, the relevant channels must first be configured.
- To configure you channels, go to the ‘Contact’ tab (left-hand side), under ‘Chat’, then ‘Configure’.
- To create a new team, select the ‘Create team’ button. Then input a name for the new team. Your chat agents can then be added to the team by selecting the ‘+’ icon. If you don’t have any agents in your list, these can be added in the ‘Users’ section under the ‘My Account’ tab.
- The channels can then be configured by selecting ‘Setup’ on the desired channel, then following the on-screen instructions.
- Beneath the channels setup, you also have the option to add or amend the ‘Team working hours’, to add or amend an ‘End of chat’ message, and to remove the team or save any settings.
- To review all chats, select the ‘Contact’ tab, then click on ‘Chat’, then ‘Chats’. You will be presented with the following screen:
- To create a new chat, select the blue ‘Start new chat’ button. A screen will pop up which will allow the agent to search for profiles. Click on the relevant profile to start the chat.
- Above this button, there is the option to view chats belonging to the agent (‘Yours’), or chats belonging to all agents (‘All’), the latter of which is available only to Admin and Supervisors.
- To view different team chats, select the ‘All’ dropdown, then select the appropriate team. Selecting the ‘Open’ dropdown will show the different chats associated to that status.
- The ‘Available’ toggle in the middle of the screen correlates to whether an agent is online or offline, determining their ability to receive chats. This can be utilized, for example, during agents’ breaks.
- Once a new chat comes through from a customer, a red notification will appear in the top right, as seen above. A popping noise will also be heard. A new chat is also identified with the green ‘New’ status, also seen above. Once the agent has responded to the chat, this will change to ‘Replied’.
- The ‘Chat Actions’ can now be accessed by selecting the dropdown and choosing either ‘Transfer chat’ (to another team or agent) or ‘Close chat’. When closing a chat, there is an option to send an end of chat message which is set up in configure part of the Contact tab (see page 2 of this guide).
- The ‘Profile Actions’ dropdown on the right of the screen allows the agent to ‘View history’ and see all inbound and outbound messages for that profile, or ‘Link profile’, allowing the agent to associate any anonymous users with a profile pre-existing in the Profiles tab.
- The right tab also shows any information relevant to that profile, such as Facebook properties, an email address, or a phone number.
- Lastly, by clicking onto the ‘Edit’ button, the agent can make changes to that individual profile.
- Chat Logic refers to how chats are allocated to agents. It uses the following rules:
- Chats are only allocated to agents that are available/online.
- An agent that does not have any chats assigned to them can be assigned a chat.
- An agent that has chats in the ‘replied’ status can also receive new chats.
- If all agents are unavailable, the chat(s) will remain in a queued status at a team level. These can be viewed by Admin or Supervisors in the ‘All’ view.