Chat tab

Introduction

Chat is an engagement that allows you to live chat with followers. By default, every channel’s chat is enabled. If you want to be able to send and receive messages from your followers you will have to enable your chat.

Chat can be accessed by end user either through your channel page or through channel chat conversations.

How to communicate with users

How to communicate with your end users

First, you must take unanswered conversation by sending your first message to the end user.

Once you take conversation, conversation status changes to Active and your name is being shown as the owner of that conversation (visible to you and your customer care agents on web and partner admin apps).

If the conversation you want to take has been already taken by one of the other agents, you will receive a warning as shown below. By clicking on Yes, you will overtake conversation.

While you are having a chat conversation with your followers, you can preview their engagement history (see what coupons they have redeemed, if they earned points recently, received messages, etc.)  by a simple click on the icon  located at the top right-hand corner.

Send an engagement that is available for the end user by clicking on the icon next to the message input field.

Chat types

Chat can be two-way only. If you decide to enable chat, your followers will receive the ability to send you messages and communicate with your customer care agents, send you attachments, etc.

If you decide to enable two-way chat, your followers will be able to send you ‘live’ messages and communicate with your customer care agents.


Enable live chat

You can enable chat on the Chat tab.

Notice: once you enable chat you might start receiving many messages from your followers, especially if you have recently sent them a notification about free products, discounts or promotions. Finish necessary preparations (e.g. who will be responsible for responding to the end users) before you open chat to your followers.

Once you enable live chat you can always disable it. Check the Disable Chat section to find out how.

Chat statuses & management

Chats can be:

  • Active
  • Unanswered (waiting to be taken by any of the agents)

Finished (user received info and conversation has been closed by the shown customer care agent)


Chat management

Once you have enabled chat, you will start receiving chat requests. Chats are always initiated by your followers. If you want, you can engage them using different engagements (check next sections such as Message, Promo, Coupons, etc.)

Here you can find all chat conversations between your followers and your customer care agents.


FInish conversation

Customer care can at any time finish conversations with end users (once they have responded to all their questions) by clicking on the Finish conversation button on the top right corner of the chat thread window.

the end user sends you back new message, a conversation will go back to the Unanswered status and will be there until you take and finish the conversation.

Basic chat analytics

Here you can find basic chat analytics in the past 24 hours. You can see how many chats have finished, what is the current number of active and answered chats. Also, you can see the average response time and average handling time of your chats in the past 24 hours.

Average response time shows what is the average time that your users had to wait until they are responded by your customer care agents. Average handling time shows what is the average time that your customer care agents talk to your users from the point of conversation with an end user started to the point conversation finished by your agents. For more detailed analytics that goes further than the last 24 hours visit tab Analytics on the home screen.

Disable chat

At any time, admin user with the right privilege can disable two-way chat by clicking on disable chat button at the top right corner. By doing this, you will go back to one-way chat where your users cannot send messages.

Attachments

Apart from text messages and engagements, chat also support sending Attachments.

You can send and receive three types of attachments:

  • Images – supported types are: .png, .jpg, .jpeg, .gif 
  • Videos – supported types are: .mov, .m4v, or .mp4
  • Documents – supported types are: .odt, .ppt. .txt, .doc, .pdf  up to 10MB.

To send attachments enter the chat tab, search for the user to whom you wish to send an attachment to, or if you have previously chatted, enter the conversation. Click on the pin icon and choose the desired type of attachment.