Responding To Chats

Responding To Chats

In this video we are going to look at some of the tawk.to features to help you receive and respond to incoming chats.

Before I walk you through the steps, remember, you can add an unlimited number of agents to your property to help you respond to those incoming chats.

Just go to ADMINISTRATION in the bottom left hand corner of the dashboard.
Click on PROPERTY MEMBERS
And then in the top right hand corner, click on INVITE MEMBER.

The first step is to make sure your sound and notification settings are set up correctly. You can find the settings here on your PC, and here on your mobile app. Remember, if you are not logged in to tawk.to, your widget won’t be online and you won’t receive any incoming chats. The next thing you should do is set up your aliases.

To set up aliases, go to the top right hand corner of the tawk.to dashboard.
Click on the IMAGE and then click on EDIT PROFILE
On the left hand side, click on ALIASES
Then click ADD ALIAS in the top right hand corner.

Each alias can be given a Position Title, for example, “Customer Service”, and you can assign an avatar or photo to each alias. Of course, we recommend using a photo as it helps to build trust with your visitors. And let’s be honest, your beautiful face is going to close more sales.

When you see or hear an incoming chat, click on the chat in the top left hand corner, the PINK BOX, and then click JOIN.

You can join the chat as any of the aliases you have saved. Or, if a team member is already responding to the visitor, you can join the chat using the same alias that they have used. So the visitor doesn’t have to know that someone else has taken over.

That’s the basics of joining a chat.

In the next video we’re going to look at some features to make responding to visitors even easier.

How To Invite And Manage Agents

tawk.to is an Agent Centric chat application, which means every agent has their own account and you can share Properties.

Managing Sound Settings

To Change the Sounds that you hear in the Dashboard

Creating And Managing Aliases

You can have multiple aliases, so you can answer each chat with any name you like.

How To Answer An Incoming Chat

When someone visits your website or personal profile page and initiates a chat using the live chat widget you will hear a notification sound.