Reading, replying, and transferring chats

Chat has been designed to be intuitive and easy to use. From the Chat interface, you have everything you need to connect with your visitors and give them the help and support they need.

chat-interface-full.png

The chat interface


Reading and replying to chats

To read and reply to Chat messages:

  1. On the chat interface, click the chat session you want to view – this opens the chat window.
  2. To reply, enter your message into the Type message box.
  3. Click Send.

That's it. Your website visitor sees your response in the chat widget on your website. All you have to do now is wait for them to reply.


Sending files in a chat

To send files to your Chat users:

  1. On the chat interface, click the chat session you want to reply to – this opens the chat window.
  2. Click the paperclip icon.
  3. In the popup file window, select the file you want to send and click open. You'll now see the attachment above the message box. If you selected the wrong file, click the trashcan icon and start again.
  4. Click Send.

Sending images in a chat

To send images to your Chat users:

  1. On the chat interface, click the chat session you want to reply to – this opens the chat window.
    Click the image icon.
  2. In the popup file window, select the image you want to send and click open. You'll now see the image above the message box. If you selected the wrong image, click the trashcan icon and start again.
  3. Click Send.

Adding emojis to a chat

To add emojis to your chat message:

Windows users

  1. Position the cursor in the Type message box.
  2. Use the keyboard shortcut Windows logo key + Period to open the emoji keyboard.
  3. Double-click the emoji you'd like to use.

Mac users

1. Position the cursor in the Type message box.
2. Use the keyboard shortcut Command - Control - Spacebar to open the emoji keyboard.
3. Double-click the emoji you'd like to use.


Transferring a chat

To transfer a chat to another agent:

  1. On the chat interface, click the chat session you want to transfer – this opens the chat window.
  2. Click Transfer chat.
  3. Click the name of the agent you are transferring to. The chat transfers instantly.

Completing a chat

After solving your customer's request, it's time to mark your chat session as complete.

To complete your chat session:

  1. On the chat interface, click the chat session you want to complete – this opens the chat window.
  2. Click the green check mark in the top right of the chat window.
  3. Click Complete chat.

You've now completed the chat. If you need to find it later, use the chat filter to view your completed chats queue.


 

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