This is where we will explain the whole process of leading a chat.
In order for you to start receiving chats, you need to log in to your agent account and change the status of your account to 'Available' from the toggle on the right upper corner.
Make sure to have the 'Sounds' and 'Desktop Notifications' switched on from your account menu so that you can see and hear if a new chat comes in or if the customer sent a new message.
The first chat you receive will come in the Overview Interface.
To switch to the Detailed interface, you need to click on the chat menu at the top right corner of the chat window (three dots) and choose 'Show Details'.
When you click on it, this is how you will see the chat:
When the customer is typing their question, you will be able to see it in the chat session in pink, once the customer sends the question, it will be grey, just like the 'Hello!' on the previous screenshot.
In the meantime, you can start typing your answer as you already know what the customer is going to ask you. You can use a quick reply directly in the field (#conditions) or choose it from the Info Section on the right side.
You can use the keyboard (Enter) to select the quick reply and have it in your typing field, ready to be sent. You can check it prior to sending it, in case there are any mistakes or if you would like to adjust the reply or send it into smaller pieces.
Then you can either press Enter again or use your mouse to click on the blue square with the white arrow on the right.
Once the customer replies, you have 60 seconds before the red/clock indicator shows up, reminding you that you haven't given any reply to the customer after their last message. In that case, it is best to reply as soon as possible.
Once you reply to the customer, the indicator will be gone and the chat will be neutral. If the customer doesn't reply within 2 minutes, the orange/clock indicator will appear. In such cases, you are welcome to ask the customer if they are still there; if they need any further help, etc. so that if they do not need more help, the chat can be closed and not left open for too long, which will affect the average chat duration statistics.
Even if you send another message to the customer, the indicator will stay until they reply back.
If a customer leaves the website, without closing the chat window, the grey/pause indicator will show as well as the "The chatter left the website" message in the chat session. You will still be able to type messages in and send them to the customer. Once they are back online, they will be able to receive and see your messages.
Once they are back online, the message "The chatter left the website" as well as the grey/pause indicator will be removed.
Once the chat is over, it can be ended by the visitor or by the agent. In case the visitor closes the chat, the agent will be able to see the grey/stop indicator and the "The chat has been closed" message.
Then all you need to do is add a tag for the chat from the "Select result code(s)" button and close the chat.
In case this option is enabled, you will be forwarded to the follow-up form once you click to close the chat. There you just need to click on 'OK' and the chat script will be sent to the set email address.
With this, the chat is completed and it is sent to the email address from the form and it was archived in the system.