Chat with visitors

Table of contents

What is a chat?
What is Chat request?
Who can start a chat?
Chat routing
Transfer chat
End chat

What is a Chat?

Chat is the interaction between agents and visitors via chat widget on website. Both agent and visitor can start or end a chat.

There are 2 ways to chat with visitors:

1

Visitors only can start a chat in a condition that the agent’s status is available.

What is Chat request?

Chat request is created when visitors come to your website and start a chat or they reply to your auto greeting messages.

2

When you have to handle several chat conversation, you can use “Tab” key to switch between chat windows

Who can start a chat?

Visitor may start chatting with agent by sending message through chat widget on website. Agent will log into Dashboard > Visitors (next to History tab) to proactively chat with visitors

Chat routing

A new request chat will come to all available agents. Who replies firstly will continue the conversation. Another way of receiving a chat you can encounter is through a chat transfer.

Transfering chat

Agents can use chat transfers to hand over their chats to other agents in case they’re busy or the question is out of their knowledge.

3

You can use the command !transfer @agent’s username to transfer the conversation

For example: !transfer @jamie

Another way to make a chat transfer is click into Action at the top of right corner of chat window. Then choose Transfer. You will be able to choose a specific agent and attach some notes for the receiver to understand quickly.

Ending chat

A conversation will be ended when visitors click into End chat button on the chat widget or agent close the chat window on dashboard.

4

Agent also can type the command !end to finish.