Welcome to Live Chat in Support. The Live Chat adds up as a channel of communication with your customers, wherein you could interact with them in real time over text chat. But that's not all! Each chat session will be converted into a ticket with your complete communication being added to it. Your customers can initiate a chat session from your customer facing self-service portal or, if you allow it, even from your business website by copy-pasting 2 lines of code.
To configure Live Chat in Support, follow the steps mentioned below. Go to Setup –>> Channels –>> Chat. In the Chat Settings page, click Enable Chat. You have now enabled Live Chat for your support portal successfully.
Alternatively, you can click the Chat tab from the header bar to enable Live Chat for your support portal.
You're now a few steps away from providing support via text chat. Once you have enabled Live Chat,
You can choose to display Live Chat as a button or(and) as a float window in your customer facing self-service portal.
To display Live chat -
Once you check an option, the Live Chat button/float window would be automatically displayed in your customer portal without the hassle of embedding any script.
Yes, you customize the look & feel of the Live Chat button and the Float Window according to your taste and requirements.
To customize the looks of the Chat Button, click Customize, displayed next to the Embed Chat Button in Customer Portal check box.
In the Chat Button Appearance screen, you can customize the following:
To customize the looks of the Float Button, click Customize, displayed next to the Embed Float Button in Customer Portal check box.
In the Float Button Appearance screen, you can customize the following:
Yes, you can customize the look & feel of the Chat window your customers would interact with you in. To customize the chat window, click Customize under the heading Embed Window Configuration.
In the Chat Window Appearance screen, you can customize the following:
Absolutely. You can embed the Live Chat Button and/or the Float Window anywhere, if you think it would serve your need. All it requires is copying the snippet code displayed alongside the button/float window on your Live Chat setting screen and embedding it on your website. You need not worry about losing your customizations as they would be safely carried forward with your snippet.
If you have more than one department, you can enable Live Chat for one or all of your departments. To enable Live Chat for a department, go to Setup ->> Channels ->> Chat. In the following page and under the heading Chat Department Configuration, select the departments to be enabled for Live Chat and click Save.
Alternatively you can enable a department for Live Chat by following the steps mentioned below:
Note:
You can enable agents to attend to chat ticket from your customers.
To enable an agent for live chat, follow the steps mentioned below:
This should activate the agent to attend to chat tickets from your customers.
Once, you had activated an agent for Live Chat, you need to associate him/her to a department to receive chat tickets in it.
To associate an agent to a department, follow the steps mentioned below:
Hooray! You have now activated an agent for Live Chat & have associated them to a department to receive chat tickets from.
Note:
Advanced settings for Live Chat allows you to personalize chat settings according to your business needs. Advanced chat configuration includes setting your type status, sharing files, viewing chat statistics, collecting chat feedback, recording chat transcripts and a lot more.
To access these settings click Chat tab from the header. In the Chat detail page, select Chat Configuration from the left panel.
Given below are the options available under the advanced chat configuration:
Canned Messages are pre-defined frequently used messages that agents can apply while replying to a chat. You can as well categorize and save your canned message by agent or per department under the Categories section in Canned Messages.
To add a Canned Message, follow the steps mentioned below:
You/your agents can now choose this Canned Message while responding to chat tickets.
You can create canned messages and group them together by creating categories in Live Chat.
To create a category, follow the steps mentioned below:
You can now create canned messages as explained earlier and add them to the above category for ease of use. You can create multiple categories to keep your canned messages in an organized manner.
All chat conversations will be created as tickets at the end of their session. A ticket with a unique ID would be created which can be worked on by agents once they close their chat. The ticket would contain an exact transcript of the chat communication between the customer and the agent.
The ticket will also contain the Visitor's Info just below the conversation thread. It will contain information like browser details, locale and the machine information.
Agents can associate a chat session with an existing ticket. While chatting with a customer, an agent can search for an existing ticket by providing one of the following values - Ticket ID, E-mail Address, Contact Name or Account Name.
To access an existing Ticket,
Note:
We understand that your agents may get busy or wouldn't be available at all times. But you never need to worry about chat tickets fallen through cracks.Support takes care of missed chats with ease. When a chat ticket is missed, the system would automatically send an e-mail alert containing the message from the customer, besides other vital visitor information to the administrator's e-mail.
This is not all. Incase you miss a chat ticket from a customer, the system would create a new ticket with a unique ID which would as well contain the visitor's information. This would help you to communicate with the customer over e-mail.
Your Live Chat status controls your availability to chat with your customers in Support. Here's what the different statuses mean:
You can set your chat status from the top right hand corner of your Support screen, next to the setup link. Kindly note that, you would be provided with an option to set your chat status only when you are activated to receive chat tickets.
Besides setting your availability, you can mute or unmute the ringer while receiving a chat ticket. Set your ringer status to ON or OFF from the status window.
Yes. Transfer Chat feature comes in handy when you do not have the correct resources and are unable to answer a visitor's questions. In such a situation, you could transfer the visitor to an operator that is able to answer the visitors questions. To transfer a chat while being on an active session, follow the steps mentioned below: