Responding to a chat

In the next video, we’re going to show you how to respond to an incoming chat and we’ll also look at all the little buttons and pieces you need to know.

So let’s go ahead and start a chat on the Test987654 property. So if we go into the ‘Administration’ and ‘Chat Widget,’ we can use the direct chat link because we don’t have [the widget] set up on a website. So we’ll enter it into a new tab and we can start a chat here. Now, you‘ll see the chat pop up. So you can see that the visitor is located in Australia. This is the IP address and it’s on property Test987654.

These buttons here will help you change the way you see incoming chats. So to respond to the chat, we just click on the chat and now we have the option here to use one of our aliases. So earlier, we set Stephanie as the default alias, but let’s say we want to respond to this chat as Adrian D’Ambra. What we need to do is select Adrian D’Ambra on the ‘Alias’ menu and click ‘Join.’ Look back at the chat. You can see the image associated with the alias is up there and the name is up there as well. Now, you can use emojis when responding to a chat. You can upload files here as well from your computer.

The ‘Whisper’ option here is to allow team members to communicate with each other without the visitor knowing. So, if you have multiple people associated with an account, they’ll be able to see the incoming chats. They can click on it and see the conversation thread. And if they want to communicate with you, or if you want to communicate with them without the visitor knowing, we can see that the visitor doesn’t see that whisper.

At the top here, if you’re responding to multiple chats, you can change the view. As you can see, we’ve got more chats incoming, so we can click and join all these chats. We can join this one as John, we can join this one as Stephanie, and this one as Fred. So we’ve got all the chats associated with us here.

Now, if I want to change my view, I can have up to four chats in one screen. So I can see everything that’s happening across the four chats I’m associated with. If you want to remove the tabs on the right-hand side, just click on the icon there. And if you want to see the active chats one at a time, just click on the buttons to cycle through your active chats.

 Now, in the tabs on the left-hand side, once we’ve got the visitor’s name and if we use a pre-chat form, this will auto-populate. We can add the visitor’s name to this area here. The name is “Adrian” and the email address is “Adrian@tawk.to.” You can see where they are located (it’s Australia, suburb Brighton), the IP address, if it’s local time, what system they are using, what browser they are using and where they navigated to on their website as well.

Here, you can create a ticket so you can type the conversation from chat to email. Now, when you create a ticket, the visitor will receive your email, and the person you assigned the ticket to will receive the email as well. You can copy the transcript, print it, add a note, tag the chat or ban the visitor as well. So if they’re being a nuisance, you can simply ban them and ban their entire IP so they can’t start a chat with you again.

The ‘Knowledge Base’ tab gives you access to your knowledge base directly from within a chat. We’re going to discuss shortcuts in the next video and you can look at the History. So, you can see if this visitor has had previous chats before and you can look at the history of the property to see if there are any previous chats in the property.

Once you’ve saved the visitor’s information, this will appear in your visitor’s profile in Contacts and when you go to the Inbox and you select a message, the information will also appear in the details tab. And that’s it!

Learn more:

How to answer an incoming chat

Helping other agents with whispers 

How to answer an incoming chat

Here is a video showing you how to answer an incoming chat.

Helping other agents with whispers

Here is a video showing you helping other agents with whispers .