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Webchat

Answer an Incoming Web Chat

Your incoming web chat notifications will appear in a black rectangle in the top right corner. You may also hear a notification sound. The notification displays :

  • the customer's details. Click their name or account to open their CRM details.
  • the name of the Queue and the amount of Time the customer has been in the queue.
  • the amount of time since you received the notification. Accept or Reject the web chat by clicking one of the corresponding buttons. You may see a white button next to the reject button. This opens a URL defined by your administrator.

Warning

You may have limited time to answer the web chat. If you take longer, you may automatically be put on an unpaid pause.

Notice the Waiting activity badge?

You may be able to answer web chats even if you don't receive a black notification (e.g. because you are logged out of a queue or because the call is being routed to one of your colleagues). Click the Waiting activities button above the main menu . Click Accept  to answer the web chat.

Web Chat Details

Once you have accepted a web chat, a new tab will appear in the top panel. It will be labeled with the name or details entered when the customer initiated the chat. Click the Web chat tab to see the Webchat details. Click it again to return to the previous screen (e.g. the Dashboard). When you receive a new message in the chat, the Webchat tab will flash red and white. You may also hear a notification sound.

The web chat detail screen is made up of the fixed Web chat widget — the conversation itself — and a group of tabs beside it: Contact & Account, Assign ticket, Realtime users, Knowledge base and any others your administrator has set up for the queue. The Web chat widget is always there; which tabs you get, in which order and which one opens first is set per queue.

Web Chat Widget

The Web chat widget header displays the Queue number, queue name and the customer's name. The top part of the widget contains the chat and event history as well as chat controls. The widget stays visible while you work in any of the tabs beside it.

webchat activitynumbers.png

  1. Type your message in the field. To send your message, click Send (5) or press Enter on your keyboard. Use Shift+Enter to start a new line.
  2. Open a dropdown menu and select a template to insert.
  3. Open a preview with emotikons and click on to insert.
  4. Select files to send to the customer. Alternatively, drag and drop files into the grey area around the Select files button.
  5. Send message. You can also send messages by pressing Enter on your keyboard.
  6. Load older messages from earlier chats with this contact. Only appears if any history exists.
  7. Select a status. You must select a status before closing the web chat.
  8. Mark the web chat as important.
  9. Ask for asistance.
  10. Invite another agent to the web chat.
  11. Transfer the web chat to another agent.
  12. Open an external URL.
  13. Close the Web chat tab. You will be disconnected from the customer.

Tip

If you are not in the activity you can get a toast notification to remind that you have an open activity. There are two option when you get a notification:

  • Notification will display after certain time from first message from the customer.
  • You get a notification for every new message in the chat.

New Messages While You Are Somewhere Else

When a message arrives on a web chat you are not currently looking at, it is listed in the floating Chat Notifications panel, together with the unread count, how long the customer has been waiting, a preview of their last message and a Go to chat button that takes you straight back into the conversation. Your administrator can turn the panel off for individual queues.

Transfer a Web Chat

To transfer a web chat, go to the Web chat widget in the Web chat tab.

  1. Click the Transfer button. This will open the Transfer activity window.
  2. Select where to transfer the web chat. You can choose a specific person or a queue.
  3. Click Transfer .
  4. Your Web chat will end and the customer will be transferred.

Info

User availability and chat routing

  • If you transfer a web chat to a user who is unavailable, the web chat is returned to the queue and offered to other available agents.
  • If a web chat is routed directly to a user who is currently unavailable, the web chat activity ends (is terminated).

Invite Another Agent to a Web Chat

To invite another agent to a web chat, go to the Web chat widget in the Web chat tab.

  1. Click the Invite button. This will open theInvite to activity window.
  2. Select who to invite to the web chat. You can choose a specific person or a queue.
  3. Click Invite .
  4. You and the agent you have invited will now both be chatting to the customer.
  5. When one of the agents closes the chat, the customer will see a notification but will continue to chat to the other agent.