Chat is a modern communication channel that facilitates customer contact with the company. The customer can get quick answers to questions, which will allow effective assistance for simple inquiries and can also influence their decision in case of a sale. A customer starting a chat will select the topic of conversation (if there are more than one queue), enter the name and e-mail address (if required). The system will check if the e-mail address provided is in the CRM, and if it finds it, it will assign the chat to the customer's card.
You can customize the look and functionality of the chat by configuring widget and placing it on your site. You can also define your own styles for the chat using CSS (from Cascading Style Sheets).
Chat from an Agent's perspective#
A new chat will appear in the Chat tab - all current chats are located there. You can configure the notification sound for new chat and new messages during a conversation in account settings.
A tab appears on the left side, which shows the number of currently in progress and pending chat conversations. The agent will only see the queues to which he is assigned. If the agent has permission to the Chats → Queues tab then he will see all chat queues.
The chats of a given User appear at the top of the list, below by queue are chats handled by other Agents (where you can see the duration of the chat to be handled in blue and handled in green and the avatar of the Agent who wrote back to the Customer). If the chat comes from Messenger then the logo will be visible next to the Customer's data.
If all agents are on pause/have reached the limit of concurrent chats or the waiting time of a chat in the queue is more than 24 hours (e.g. a customer contacted after business hours) then the agent will be assigned to such a chat.
In addition, it is possible to preview any chats by hovering over it along with the ability to assign another Agent by clicking on the button .