Live chat operations in ongoing chat for staff

Sneha Joshi Jun-9th, 2021 20:22 0 0

Options for on-going chats

Join: Chats can be routed to a specific team or a staff member in particular using live chat workflow rules under automation. If the concerned staff is connected with the client over chat, you as a staff member can also join the chat. You can select the chat from the left hand panel, from the more list icon on the top right corner of the screen, you can select to join the on-going chat.

If you select to join the chat, the staff as well as the client connected over chat will see a notification. This notification specifies the name of the staff that has joined the chat. From that point onward, both the staff can carry out chat based support and resolve the client issue to the best of their knowledge. You can also choose to join invisibly where the staff and client who are connected over the chat will not be notified. In this case, you can effectively monitor the chat but will not be able to participate.

A staff who has joined the chat invisibly can participate in this chat by choosing to join or take the chat. The client will also receive a notification on the chat widget itself stating that another staff has also joined the chat.

Once a chat is initiated and the staff member is engaged over a chat conversation with the client, there are some features that can be used by the staff in case they require assistance or wish to leave the chat altogether.

Forward chat: The staff member who was connected with the client over chat can forward the ongoing chat to another staff who is also online and available to connect. In this way, if the query which the client had presented belonged to another department, the staff can simply use this option to forward the chat to someone from the said department/team.

Invite operator: If a staff member accepts the chat request to resolve the client query but is unable to do so. In such a scenario, the staff can invite other staff members with higher expertise to join this chat and resolve the client query using their knowledge.

Leave chat: Using this option a staff member can leave an ongoing chat. If there is only one staff who is connected with the client over the ongoing chat, on using the leave chat option the system will generate a ticket where the subject of the ticket will be the question submitted by the client under the prechat form. If you click on the send email option, an email will also be sent to the end users with the details of the chat and you can also assign this ticket to a staff member.

Ask for rating: The staff can also ask for rating from the end user by clicking on this option. The rating can be in the form of smiley based or star based rating. The client can choose to give a rating of his choice based on the clarity and usefulness of the chat based support provided by the staff member.

On the bottom of the screen, you will also find some options to assist your staff members while catering to the end users queries and requests.

Solution Articles: If the query the client has enquired about is related to a knowledgebase article already present in the solutions module, the staff can simply provide the article to the client over the chat. When the staff clicks on the solutions icon beside the chat box, the following dialog box will be displayed on the screen.

Here, the staff can search for the article by the keywords defined while adding the article to the solutions database. The staff may choose to either add the entire article or just the URL of the article.

Attachment: Using the attachment option you can fetch and add any file from the VHD drive or your computer system to the ongoing chat. In this way, your staff can share various files with the end users.

Emojis: Based on the live chat settings you have defined under live chat module, you can decide to provide the option of emojis for the staff as well as the clients. You can also remove this option from both the portals.

End Chat: After the chat is complete and the staff ends the chat, the system creates a ticket. You can define the subject, change the status, send an email copy of the chat to the client and assign the ticket to a staff member.


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