Handling of Chats
You can handle inbound chat messages from Customers and manage them together with other communication channels. You can manage chat conversations from various messaging platforms and VCC Live’s embeddable webchat plugin in a similar way.
Table of Contents
- Sending Chat Messages
- Using Customer’s Contact Data
- Using Chat Snippets
- Other Actions during a Chat Conversation
- Ending Chat Conversations
Sending Chat Messages
When you receive a new chat interaction, you can open it from your sidebar by clicking on it in the Upcoming section. After opening the message, it will be displayed to you on the right side of the screen.
Messages are displayed and grouped by the time of sending. You can see ‘Visitor’ displayed on the Panel in case this is a webchat session and the interaction is not attached to a Customer yet. After attaching to a Customer, the Contact’s name is displayed.
You are unable to send messages once the Customer has left the Chat.
Using Customer’s Contact Data
When the Customer provides you with a Phone number or an E-mail address in a chat conversation, you can use that to search for the Customer or copy it to your Clipboard. Even if the phone number includes special characters, the system will still only search for the numbers.
When you click on the Phone number or the E-mail address, the list of actions appears. Using the Search, only those Customers will be displayed which have the same Phone number or E-mail address.
Once you attach the Chat Conversation to a Customer, you can create a new Contact with the Phone number or the E-mail address easily.
Using Chat Snippets
You can insert short, canned messages called Snippets prepared by your team to provide instant replies to customers. Navigate to the button next to the text input area.
Select Insert canned text
You can navigate between the list of available Snippets within your project.
You can also search among Snippets by their title and all matching results will be displayed immediately.
You can also navigate to the list of Snippets by typing // in the text input area. You can select the desired Snippet which will be immediately inserted into your message.
Other Actions during a Chat Conversation
You can perform the following actions during a Chat conversation:
|You can call the Contact if the Contact has a phone number and the Chat conversation is already attached to it.|
|You can send an e-mail to the Contact if the Contact has an E-mail address and the Chat is attached to a Ticket.|
|You can mark a Chat conversation as Spam.|
|You can end the Chat conversation once the Chat is attached to a Ticket.|
Ending Chat Conversations
You can only end a Chat Conversation once you attach it to a Customer and a Ticket. You will find the below message when you try to close the Chat without completing these steps.
You can also mark a Chat as Spam, in which case you don’t need to assign it to a Customer and a Ticket. You can only mark that Chat conversation as spam, which is not assigned to a Customer yet. When a Chat conversation is marked as spam, the Customer receives a notification, that the Agent has left the chat.
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