Agent Handbook

An overview of REVE Chat, how to integrate and use, Admin procedures, Chat Conversation, and more.

Introduction

In the fast paced ambience of live customer support, the efficient usage of valuable time is the main key to both happy customers and professional management. Traditionally interactions between support agents and customers have been restricted to one-on-one supports over phones or emails. Live chat for customer support has now become the alternative that today’s multitasking and net savvy generation is looking for. It offers quick response in real-time and higher customer satisfaction which can generate more conversions.

 So, live chat for customer service is no longer remains a novelty that once was, it has now matured into an important sales and support weapon.

What is REVE Chat?

Now just like a sales person in the shop, talk to the visitors of your website in real-time. REVE Chat is powerful and intuitive real-time customer engagement software. It puts a live person on your website to personally guide and help your visitors, while they go through the various sections of your digital display. REVE Chat is easy to install and use. So place this customizable REVE Chat widget to your business and start getting sales conversion and higher customer satisfaction.

Key features of REVE Chat


NoFeatureDetail
1Real-time Visitor InfoTo know how many visitors are surfing the site right now, how many are chatting, how many in queue etc
2Visitor VisualizationVisitor’s info like city, visit time, name… are visualized in right panel of chat window.
3Chat History Chat conversation with visitors are stored as report
4Unlimited Website Integration Unlimited website can be integrated using the same license
5Concurrent ChatConcurrent chat Capacity of agent to serve the visitors can be defined
6Proactive ChatInviting visitors to chat from agents side
7Offline Chat Messaging facility for visitors incase all agents are offline
8Voice CallEnables a website visitor to initiate free voice calls to the support agent
9Video ChatAllows a website visitor to initiate video chat with the support agent
10Pre-Post Chat Survey Forms Survey opportunity to evaluate chat session
11Missed Chat Information Chat which could not answered by agent due to time shortage
12QueuingIn case of high traffic, visitors waiting time and queue position
13Chat Transfer Transferring Chat to other agent and admin
14Agent Ratings Performance Evaluation of agents by ratings
15Limited Widget Customization Customizations like color scheme changing of chat window, changing chat window type, survey form type etc.
16Email Transcription Chat can be transcribed and sent to email.
17Print Chat Transcript Chat Transcript can be printed
18256 bit SSL Encryption All the information are encrypted using these standard before transmitting
19Basic Reporting Basic report of visitors, chatting….
20Time Tracking Chatting Time is logged.
21Advanced Reporting Details analytics of visitor and chatting
22Geographical Visitor Identification Visitors locations/cities are presented using google map
23Custom Branding Placing own logo instead of REVE Chat logo on chat window.
24Inter-agent Chat Agents can chat with each other in the system.
25Chat Supervision/Monitoring Monitoring , whispering in agents chat by admin/super admin
26Customized Greetings Welcome message can be customized as per requirement.
27Auto TriggerSend automatic chat invitations to the website visitors after a predefined time.
28Department RoutingHelps to route chat requests to specific departments and allows your visitors to talk to the right agents.

Getting started

How does REVE Chat work?

REVE Chat is very easy to use. For using this live chat software firstly you need to sign up for the free trial. After signing up for the REVE Chat service you need to login to the REVE Chat dashboard with the User ID and Password which you have got at the time of sign up process in your registered email address. In the first page of the REVE Chat dashboard, there is an HTML code which you need to copy paste just before the closing head tag of your website page code (specific website html). After reloading them on your server, the REVE Chat button will be activated on your website.

 How to create an account/sign up

To create an account for REVE Chat, you need to follow the below mentioned steps:

 

 

signup-reve-chat

 

  • Click on the Start Free Trial link and fill in the form. Next, click on the ‘Sign Up‘ button.

  • You will be redirected to a new page where you need to set the password, enter your contact number and company website address. Finally, click on ‘Get Started‘ button. 

  • Next, you need to complete the customization of REVE Chat as per your choice. After customizing, click on the ‘Finish‘ button to complete the SignUp process. You will be redirected to the REVE Chat dashboard. 

     

Logging in:

For logging into your dashboard please follow the below mentioned steps:

  • Click on the ‘Login’ button on the header part of revechat.com or directly visit to https://dashboard.revechat.com
  • Provide your Email and Password in the given spaces and click on the ‘Login’ button 

 

REVE Chat Login 

How to integrate REVE Chat?

After signing in to your dashboard, you will be redirected to the ‘Widget Script‘ section under ‘Customization‘. From there, you need to copy the chat script and paste it just before the closing head tag of your website page code (specific website html). Once it’s done, the REVE Chat button will be added to your website.

REVE Chat Script

Verify the connection

You can test whether the script has successfully integrated to your website or not by putting your website URL in the test box. You will find this test option inside ‘Widget Script’ page.

Admin procedures

Agent management

From the dashboard you can keep  a track on your agent activities with its special agent management feature. Here you can add your agents and see all the details like status, last login time, total no of assigned concurrent chat of each and every agent.

 

REVE Chat Agent management

How to manage agents?

Please follow the below mentioned directions to manage your agents.

  • After logging in to your REVE Chat dashboard, click on ‘Agent Management’ option. 

Here you will get the below mentioned information:

  • List of your agent names
  • Roles assigned to each and every agent
  • Email address of your agents
  • Phone numbers of your agents
  • Status of your agents- online or offline
  • Each and every agent’s last login time
  • Total number of concurrent chats assigned to each agent

Add an Agent:

To create an agent, you need to follow the below mentioned steps:

  • Login to your REVE Chat dashboard
  • Click on ‘Agent Management’
  • For adding your agent, click on the ‘Create Agent’ option
  • After that you need to fill up a from mentioning the email address, password, role which you want to assign to the agent, total no of concurrent chats you want to assign to that agent, the agent’s first and last name, designation and contact no. After that click on the ‘Submit’ button

 

REVE Chat Create Agent

Chat Panel

On the chat panel section, an agent can directly chat with a visitor. Each message is accompanied by the name of the person who sent that message and a date and time stamp so you can easily follow the conversation. 

Engaged Visitors

On the top left side corner of the chat panel, an agent can see all of his on-going chats. 

Online Agents

Chat operator can chat with other operators from the same chat panel. At the left corner there is a menu called ‘Online Agents‘. Under that menu, names of all the online agents will be shown.

How to See New Chat Request?

Agents can see new chat requests from website visitors on the left side corner of their dashboard.

Chat Panel

The central position is for running the conversation. Agent will type in the given messaging field and click on the ‘Arrow’ sign to send his message. Also he can send files by clicking on the small ‘Attachment’ sign.

Chat Transfer

Agent can easily transfer a chat to other agent. This transfer chat option is available in the chat window itself. Agent can click on it and select to whom he wants to transfer the chat. The new chat agent can take over the current live chat conversation without breaking the chat session.

Visitor Information

Agent can see the visitor information in real time. It enables to track the website visitor’s name, email, contact details, geographic location, IP address, ISP (Internet Service Provider), browser, total time spent in your website and many more.

Map

During the chat session, an agent can see the visitor’s real time location in the Google map.

Online Visitors

Under the ‘Online Visitors’ list, an agent can see all the visitors who are currently viewing your website. Their names, residing cities, current pages all can be seen. 

Queued Visitor

Queued Visitor list will show the list of visitors waiting for the assistance. It gives information to your website visitors regarding their waiting time in chat queue and sets accurate response time expectations.

Monitoring Panel

Admin can monitor which agents are chatting and the detailed chat conversations between your website visitors and agents in real-time. Admin can also whisper the agent if they give any wrong information. Here you can monitor the chat conversation between agents and website visitors and among your agents.

 

REVE Chat- Chat Panel

Reporting and Analytics

Reporting and analytics includes detailed reporting and analytics that measure several aspects like the total amount of time spent by your website visitor on each chat, the overall activity of your agents, conversion tracking, track of transcript reports, monitoring chat history and many more.

Offline Message

REVE Chat- Offline Message

 

When all of your agents are offline, if one of your website visitor clicks on the chat button for initiating a live chat, he will get an offline chat form where he/she needs to enter details like name, email address and the message. Once one of your agent comes online he will get the message and can reply to the given email address of that website visitor.

  • For replying to the offline messages, please follow the below mentioned steps:
  • Login to your REVE Chat dashboard
  • Select ‘Offline Message‘ under ‘Reporting & Analytics
  • You will see the list of offline messages. In the table you will see name, city, received date and time, subject, status of that visitor.
  • Click on the ‘Reply’ button to respond to the offline message.

Chat History

In the chat history page admin can see the previous chat conversation between the web visitors and agents. Here admin can see the name, email IDs of the visitor, date and time of chat conversation, agent name, duration of chat and the detailed chat conversation.

 

REVE Chat-Chat History

Visitor Analytics

This special feature enables you to see your website traffic. For using this facility please follow the below mentioned steps:

  • Login to your REVE Chat Dashboard
  • Select ‘Visitor Analytics’ under ‘Reporting & Analytics’
  • There you will see the visitor analytics graph
  • Here you can see total visitors, total page views, total page visits and total chats in hourly, daily, weekly,monthly and yearly basis.

Agent Analytics

It enables you to know the total no of chats, each and every agent of yours attended. To use this facility please follow the below mentioned steps:

  • Login to your REVE Chat Dashboard
  • Select ‘Agent Analytics’ under ‘Reporting & Analytics’
  • Here you can see the total number of chat for each and every agent
  • You can even get reports for this.

Billing

REVE Chat offers three pricing plans and 14 days of free trial.

  1. Standard
  2. Advanced
  3. Enterprise

For using REVE Chat, you need to sign up first for the 14 days free trial. After that you can opt for any of the plans we offer. The payment and billing process is very easy for which you need to follow the below mentioned easy steps.

  • Log in to your REVE Chat dashboard.
  • Select ‘My Plan’ under ‘Billing’ section.
  • Here you can the feature list under our three different pricing plans.
  • To upgrade your REVE Chat plan you need to fill up the ‘Modify Your plan’ form
  • Here in this form, you need to select which plan you want to opt, total number of agents you want, billing period, payable amount and billing currency.
  • If you want to change anything then click on the ‘Reset’ button or else click on the ‘Next’ button.
  • After that you will be redirected to a new page where you can check the detailed subscription invoice. If you want to change something click on the ‘Back’ button or else click on the ‘Check Out’ button for payment.
  • After that you will be redirected to the payment gateway where you need to fill up a form with details like your name, email address, address, state, credit card and debit card details. After that click on the ‘Continue’ button to finish your transaction. 

Billing History

In the billing history page admin can see the previous success and failed invoices, date and the amount of subscription plan.

 

REVE Chat Billing History

Setting and Configuration

REVE Chat is easily configurable as per your choice. You can easily customize it to match with the look and feel of your website.

Configuration of Chat Invitation Banner

For the setting and configuration of your chat invitation banner please follow the below mentioned steps.

  • Login into your REVE Chat dashboard
  • Select’ Chat Invitation Banner’ under ‘Settings’
  • Here you will get 5 chat invitation banner options to choose from
  • You can select image background colour
  • You can select text background colour
  • You can select the text colour
  • You can give proper message for example ‘Chat with us’ as per your choice
  • Finally click on the ’Save’ button to save your changes

 

REVE Chat -Chat Invitation Banner

Configuration of Chat Launching Window

To configure the chat launching window please follow the below mentioned steps:

  • Sign in to your REVE Chat dashboard
  • Click on the ‘Chat Launching Window’ under ‘Customization’ option
  • Here you can select the background colour of your chat launching window as per your choice.
  • You can give head line banner as per your choice for example ‘Chat with us’
  • You can put chat launching message as per your choice for example, ‘Welcome to REVE Chat! Please fill in the details to start chatting’.
  • For initiating a chat you can make your website visitor to fill up a form with his name, email address and phone number. It’s up to you whether you want it to be mandatory or not. Finally click on the ‘Save’ button to save your changes.

 

REVE Chat-Chat Launching Banner Configuration

Configuration of Chat Window

You can customize the REVE Chat window as per your choice. To customize it please follow the below mentioned steps:

  • Sign in to your REVE Chat dashboard
  • Select ‘Chat Window’ under ‘Customization’ section
  • You can enable or disable the ‘Queuing Option’ and ‘Voice & Video Call’ option as per your requirement.
  • You can select the background colour of your chat window
  • You can give head line banner as per your choice, for example ‘Chat with us’
  • You can change the agent message background colour
  • You can change the client message background colour
  • You can also provide the Facebook and Twitter page links of your company in the chat window
  • Finally click on the ‘Save’ button to save your changes

 

REVE Chat-Chat Window Configuration

Configuration of Post Chat Survey Form

You can customize post-chat survey form for getting customer feedback after each and every chat support which will help to improve the quality of your support service. For managing this post chat survey form please follow the below mentioned steps:

  • Sign in to your REVE Chat dashboard
  • Select ‘Post Chat Survey Form’ under ‘Customization’
  • Here you can select the background colour as per your choice
  • Here you can provide greetings as per your choice. For example, ‘Thanks for your time. We do appreciate if you can rate our service for further improvements.’
  • There are two options of giving feedback to choose from.
  • Click on the ‘Save’ button to save your changes.

 

REVE Chat-Post Chat Survey Form Configuration

Configuration of Final Greeting form

You can customize final greeting form as per your choice. To customize it please follow the below mentioned steps:

  • You can select the background colour of the final greeting form
  • You can give the greeting message as per your choice. For example, ‘Thanks for your feedback and time. Have a nice day!’
  • Click on the ‘Save’ button to save the changes

 

REVE Chat Final Greeting Form

Things to keep in mind:

After you get yourself familiar with the Chat window, it is time for your first chat! There are a few things worth remembering when handling the very first customer:

  • Be prepared, both in terms of your ability to answer as soon as the customer asks and in terms of your product knowledge.
  • Stay focused and provide short and simple answers in order to solve your customer’s case as soon as possible.
  • Don’t panic if something goes wrong. We’re human after all! If you make a mistake, simply apologize and proceed to solve the case.
  • Keeping these three points in mind should get you successfully through your first chats.

FAQs

I am unable to login. Please help.

Please check whether you have entered correct username and password or not. If you are still unable to login to your dashboard please click on the ‘Forgot Password’ option and follow the below mentioned steps.

  • Go to Login page
  • Click on the ‘Forgot Password’ option
  • Enter your email address
  • Click on submit button
  • The verification code will be sent in your registered email ID
  • You need to enter the verification code in the given place
  • You will be redirected to a separate page where you need to enter your new password
  • Click on the ‘Submit’ button and your password is reset

 

How do I initiate the chat with my website visitors?

There are two ways of initiating the chat with your website visitors.

  • Agent invite: Here in the chat panel agent can see how many visitors are present in the website at a specific time. He can click on a name from the list and a chat request will be sent to the visitor.
  • Visitor invite: After clicking on the chat button, for initiating the chat, the visitor needs to fill up a pre-chat form. After that a chat request will be sent to the agent. The agent can see the request on the left side corner of his dashboard. The agent needs to accept the request to initiate the chat.

How does REVE Chat work after working hours?

When you are logged out from the dashboard, REVE Chat switches to offline mode. During this time if one of your website visitor clicks on the chat button for initiating a live chat, he will get an offline pre-chat form where he needs to enter details like name, email address and the message. Once one of your agent logs in to the dashboard, he gets the message and can reply to the given email address of that website visitor.

Can I customize the REVE Chat window?

Yes, REVE Chat window is customizable. Some of the things which you can change in the chat window include:

  • Changing the colour scheme
  • Changing the font size
  • Chat Widget text
  • Offline Widget Text
  • Pre-chat & Post chat form

After signing up for REVE Chat, where do I paste the REVE Chat code in my website?

You need to paste the REVE Chat code just before the closing head tag of your website page code (specific website html)

Can the chats be transferred?

Yes, you can transfer chat to other agents. This transfer chat option is available in the chat window itself. Agent can click on it and select to whom he wants to transfer the chat. The new chat agent can take over the current live chat conversation without breaking the chat session.

How can I manage the simultaneous chat sessions?

Agents can see new chat requests from website visitors on the left side corner of their dashboard. Then after accepting the chat requests the visitor list will appear on the left part of the chat panel. From there he can select and start chatting simultaneously with the visitors. Here Admin can manage their agents. For example any agent can chat with as many website visitors as he wants but if the admin restricts him to only five chats then at the same time that agent simultaneously can chat with maximum 5 visitors. Meanwhile if that agent receives any extra chat request then it will show in the queue no 1.

How can I upgrade/downgrade my subscription plan?

You can upgrade your subscription plan at any time. In contrast down gradation of your current subscription plan is not possible in between your billing cycle. Only after completing the monthly billing cycle of your current subscription plan, you can downgrade your plan as per your requirements.

You can upgrade your subscription plan by following the below mentioned steps:

  • Login to your dashboard
  • Click on ‘My Plan’ under the ‘Billing’ section from the left side menu of your dashboard
  • Under ‘Modify Your plan’, select your plan, number of agents, billing period, payable amount and billing currency and click in the ‘Next’ button
  • You will be redirected to a page where you will see the detailed invoice
  • Check the detailed invoice and if everything is OK, click on the ‘Checkout’ button
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