Overview of Chat Window

The chat window is your main inbox to manage all the ongoing chat conversations and the tracking of your live visitors. You can manage your chat effectively by taking proactive actions to engage the website visitors.

The chat window consists of three main sections. They are the 

• Live view of visitors
• Conversations
• Visitor profile

Live View of Visitors

The first section gives a complete overview of the visitors. They are the total online, engaged, and queued chats.

Online chats

Online chats show the number of visitors who are browsing the website or specific pages.

Engaged chats

Here you get to know the visitors who are engaged in a conversation with tour agents.

Queued chats

You can see the number of chats queued as all the agents are busy. 

Agents 

It shows you the status of your agents whether online and offline.

Conversation Window

It is the main section of the chat window that shows the conversation happening between your support agent and the visitor. Here the agents can use different tools and features to make chats faster and effective.

• The agent can offer faster replies to the common queries asked by the visitors by using canned responses.
• If the issue is complex, agents can initiate video chat to identify the issue faster and provide the right solution.
• With the co-browsing solution, agents can collaborate with customers and guide them through a complex form fill up or the application process.
• The chats can be routed to transferred to the right team or agent for better handling of the query.

Visitor Profile

The right section of the chat window provides the complete details on the visitor profile. You can know the name & location of the visitor and also you can add other details of the visitors such as:

• Add email address, contact details for future reference
• You can add specific notes related to the conversation.
• The view of the current page URL and referral URL helps you to engage visitors in a meaningful way. 

When you click on the  icons below the IP address you get to know the following:

Chat history 

You can view the previous chat history of the visitor with specific agents to learn about the problem and offer quick effective solutions.

Tags

You can add a tag to the chat from the defined categories for a better understanding of the agents.

Visitor Ban 

You can ban the visitor if you suspect it spam or irrelevant visitor.