4/6/2023 0 Comments Retrieve copied text clipboard![]() ![]() Select the +Add private note button at the bottom of the Transfer panel.Notes are available in the Business and Enterprise subscription plans. Notes let you send private messages (visible to agents only) while transferring chats. Choose either an agent or a group (you need to switch to Group tab to choose a group).Select the three dots icon … in the top right corner.Always make sure that the agent receiving the transfer is aware of the incoming chat. Click and hold the selected file and drag it over the chat area.Ĭhat transfers allow you to transfer a chat to another agent or group. You can use the key combinations (Control+C, Control+V for Windows and Command ⌘+C, Command ⌘+V for Mac) or right-click the file and pick the command from the menu.Alternatively, drag and drop files into the chat. You can also copy to clipboard and paste the file into chat. Choose a file you want to send and click Open.Click on the paperclip icon in the bottom left corner.Use it to pass all kinds of documents, for example, marketing materials, product catalogs, and guides. You can send and receive files over chats using the file sharing option. Tags can be added and edited in Settings. Use tags to categorize chats and easily find all conversations that deal with the same issue later on. Click on the emoji icon to choose from over 1000 emojis in 8 categories. If they use formal language, make sure to be formal as well, but if they are informal and use emoticons, by all means, add emojis to your messages too. ![]() It is always a good idea to mirror the language of your customer. Learn how to create canned responses and more about their benefits in the canned responses tutorial. To use canned responses in chats or tickets, simply type in # followed by the shortcut for the response you wish to use. This allows you to start thinking of the answer faster, making your responses quicker.Ĭanned responses are predefined messages that can store a large portion of text to be later recalled with shortcuts. Message sneak-peek, lets you see what the visitor is typing before they send it over. Tip: Make sure you keep your messages short and informative and give your customers some time to read your message before sending the next one. Responses are sent to visitors’ email addresses as well as directly into the chat window on your website:Īs you can see, Messaging mode makes offline communication really seamless! Messages submitted using this mode show up as unassigned chats in the LiveChat Agent app Chats section:Īgents can answer them once they login into the app. It’s an asynchronous form of communication that doesn’t require both parties to be online in a chat to send messages to each other (like Facebook Messenger). There are several integrations that allow customers to reach you during offline hours:Īnother source of unassigned chats is the Messaging Mode. Unassigned chats are chat messages submitted while your team is offline. To help your teammates without going over to their desk, you can send them a message in chat that is invisible to the customer. If you have some free time on your hands just pick a customer from the list to start a conversation.Ĭhats that are currently handled by other agents in your account, you can pick which chats you want to supervise in the Traffic section. Visitors who are waiting for an available agent. ![]() Note that inactive chats don’t count into the concurrent chats limit so if a chat becomes active again you might end up with more chats than your set limit. inactive - the customer hasn’t responded for a certain time (you can set the time after a chat turns inactive in Settings) it doesn’t necessarily mean that a customer has left, they might just need more time to respond all inactive chats are greyed out and are placed at the bottom of the list.If you don’t respond in 40 seconds a red rim will appear around the circle to remind you that you should respond immediately active - either you or the customer has written something recently, these chats stay at the top of your list as they require your attention the most.We will let you know that you received a new message through in-browser notifications. ![]() You can switch between them by clicking on the names of customers. The chat list is divided into three sections: my chats (all of your ongoing conversations), queued chats (customers who are waiting to start a chat) and supervised chats (conversations you are currently supervising).Ī list of your ongoing chats. Below, you can find a rundown of the most important features and options available in the Chats section. LiveChat provides quite a few tools that help with handling chats effectively. Here you can provide round the clock support and boost sales by converting people who are casually browsing your website into customers. Chats section is where the communication between agents and customers happens. ![]()
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