Solutions

Live Chat shortcut keys

Sneha Joshi Jul-23rd, 2021 19:13 0 0

Live Chat Shortcut Keys

In live chat, you can provide support to your clients on a real-time basis. The clients can raise a support request from the web pages on which you have displayed your live chat widget.

The staff can respond back and resolve the client's query over the one-on-one chat conversation. During this process, the staff can perform some operations that can assist them in query resolution. Below we will discuss the shortcut keys to perform such operations:


1. Invite (ctrl+alt+i): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If the staff is not familiar with the query details and would like a colleague to join this conversation. The staff can invite his colleague to join the chat using these shortcut keys.


    On the ongoing chat, a dialogue box will be displayed on the screen which will allow the staff to select any staff member from the list of available and online staff. An invitation request will be seen by the invited staff who can choose to accept and join the chat conversation.



    2. Forward (ctrl+alt+f): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If the query is concerned with some other department, the staff can forward the chat to the concerned team or staff member. The staff can forward this chat request to a colleague using these shortcut keys.


      On the ongoing chat, a dialogue box will be displayed on the screen which will allow the staff to select any staff member from the list of available and online staff. A forward request will be seen by the staff to whom the chat request is forwarded. This staff can choose to accept and take on the chat conversation.



      3. Join (ctrl+alt+j): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. As a staff member, you may choose to join this chat conversation and provide your inputs for effective query resolution.


        On the activity board, under the left-hand panel, you will find all the ongoing chats which you can select and then choose to join by using these shortcut keys.



        4. Personal message (/pm @staff name): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If some other staff also joins this chat in order to provide a viable solution to the client query, both the staff can communicate in the chat window itself without the client knowing about it.


          You can select the staff and send a personal message to the staff. It would be like a personal message or a whisper from one staff agent to another.

          These messages can only be seen by the staff who is sending the message and the staff for whom it is designated. The client as well as other staff members who may have joined the chat, will not be able to see these personal messages.



          5. Join Invisible (ctrl+alt+n): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. As an administrator, you can join the chat invisibly. This way you can monitor the chat and make sure the staff provides appropriate solutions to the client queries.


            On the activity board, under the left-hand panel, you will find all the ongoing chats which you can select and then choose to join invisibly by using these shortcut keys.



            6. Take (ctrl+alt+t): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. As a staff member, you can also take this chat and begin working on it. In this case, the existing staff who was connected with the client will automatically leave the conversation.


              On the activity board, under the left-hand panel you will find all the ongoing chats which you can select and then choose to take by using these shortcut keys.



              7. Leave chat (ctrl+alt+l): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If another staff joins the chat, the existing staff may choose to leave the chat. The client can then proceed to communicate with the new staff member who has joined the chat.


                On the ongoing chat, a dialogue box will be displayed on the screen which will confirm and allow the staff member to leave the chat.



                8. End Chat (ctrl+alt+e): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. At the end of the conversation, the staff can end the chat and choose to either create a new incident or append the conversation as a post into another incident.


                  On the screen a dialogue box will be displayed with all these options at the bottom. The staff can also select the status of the newly created incident and send a copy of the transcript to the client by selecting the send email checkbox.



                  9. Ask for rating (ctrl+alt+r): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. At any point during this conversation, based on the quality of support provided, the staff can ask for a rating from the client.


                    There are two types of rating requests available, star-based and smiley-based. The client can provide his rating based on the quality of support received.



                    10. Search solution (ctrl+alt+s): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If the query is related to any of the knowledgebase articles added under the solutions module, the staff can simply fetch the article and send it as a response to the client. It can be the entire article or just the URL of the article.


                      You can also save the time and efforts of your staff by adding canned responses under the solutions module. In this way, the knowledgebase articles can be used as a self-help for the staff as well as the clients.



                      11. Go to visitor (ctrl+alt+v): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. From the ongoing chat, the staff can move to the activity board where the visitors are displayed.


                        In this way, the staff can switch to the visitor's page to know the details of the visitors accessing your web pages for new chats.



                        12. Go to dashboard (ctrl+alt+d): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. From the ongoing chat conversation, if the staff has domain admin or super admin access, they can check out the live chat dashboard.


                          On the live chat dashboard, you can see a quick overview at a glance. The total number of visitors, ongoing chats and online staff.



                          13. Go to Map (ctrl+alt+m): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. From the ongoing chat, they can switch to the visitor’s map.


                            On this map, you can see the location of the clients based on their ISP or VPN connections. In this way, you can understand their basic demographics


                            14. Switch chat (ctrl+alt+c): Suppose a staff member is already connected with the client over live chat and processing the query raised by the client. If the staff is connected on multiple chat conversations with more than multiple clients, they can switch between those chats using this shortcut keys combination.


                              The staff can be providing chat-based support to multiple clients on different chats so using this shortcut they will be able to switch between these chats.



                              15. Start chat (ctrl+alt+a): If a chat is received in the system, the staff can choose to start a chat conversation using this shortcut key combination.


                                16. Close popup (Esc): While using live chat in Vision Helpdesk, if there are any pop-up dialogue boxes showing up on the screen, you can remove those by clicking on the escape key.




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