Chat management

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Contents

Intro

Chat window.png

In this chapter you can learn how to conduct chat conversations and execute variety of actions such as taking over a conversation, transfer chat, sending a public message and more.

Chat conversations management

In the control panel you can monitor each and every visitor currently browsing the website, initiate chat conversations, contact them online and receive new messages.

Receive a new conversation

According to the conversation routing explained in the Agents management page, when a visitor sends a message in the chat, he is being routed to one of the operators and displayed in his control panel.

When a visitor sends a message the agent can receive audio and visual notifications. Learn more in the control panel page.

The operator receives the message and answers by clicking on the visitor's card. The visitor's details immediately appear in the chat window. In the chat window you can see the visitor's name, the title of the web page and the website is currently browsing. At the same time, every message that took place in this conversation will appear in the chat box. The agent's messages are outlined in blue and the visitor's messages are outlined in black.

When the operator who received the visitor clicks on his card, the red indicators for unread message will disappear because the operator actually read the messages.

Notice that if another operator (not the one handling this visitor) will click on the visitor's card and read the messages, the last message will stay in it's unread state. This way a manager can monitor his agent's conversation without the risk of him losing new messages.

After reading the message, the operator can answer by writing his message in the text field at the bottom of the chat box

Initiating a call manually

Besides answering messages that were sent automatically to the operator, the system provides the ability to initiate the chat with each and every one of the site's visitors manually.

First of all, it is recommended to use an automated opening message and automated delayed messages that help contacting all of the site's visitors. Learn more about auto messages in the settings tutorial.

For initiating a conversation and sending a message manually, the operator has to display all visitors first. That means that he has to set the list filter to "everyone" so he could see visitors that haven't been routed to him. This is possible only if the admin provides the permission in the Agents management page. The visitors who haven't sent a message yet and thus hav'nt been related to any agent, are placed in the lobby.

Now that the operator can see the visitors, he can choose one of them by clicking on his card in the list. The visitor's details will appear in the chat box where the operator can write his message in the text field and send it.

The visitor will receive the message in the chat window. It is possible to set the message to open the chat window or open a smaller cube on the chat bar as explained in the display and content settings chapter in the settings tutorial.

Conduct multiple conversation simultaneously

Sitehood's multi chat system allows provides the ability to chat with unlimited number of visitors at the same time.

Multi chat procedure:

On the control panel there's a list of visitor cards. When you click on on one of the visitor's his details appear in the chat window.

There is only one chat window where every conversation will be conducted.

When moving to another visitor (by clicking on another visitor's card), the details and the messages in the chat window are been replaced by the new visitor's details and the conversation is switched. The previous conversation did not end. It is saved and will be displayed again in the chat window once the operator will choose this visitor again.

This way you can choose a visitor, answer him and move immediately to the next one. As soon as the first visitor sends his message, you will be able to go back to him and continue the conversation.

After a short practice, the operators will be able to bounce quickly between visitors and conduct many conversation simultaneously. The exact amount of conversation depends entirely on the agent's divided attention abilities.

The administrator can set the maximum amount of conversation for each operator. Learn more about conversation capacity in the Agents management page.

When chatting with more than one visitor at a time, it is recommended to sort the visitors list by number of messages so the visitor will always bounce to the top of the list when sending a message. The sorting feature is explained in the sorting chapter of the control panel page.

Visitor's card actions

CardActions.png

Every visitor's card has an actions button (Options.png) that provides several options regarding the chat with the selected visitor.

Take over the conversation

This action is the same as the one in the chat window actions button.

According to the chat routing, when an operator can see a visitor that's not related to him, he can take over the conversation and relate the conversation to himself manually.

If the visitor is already related to another operator, he will be transferred to the operator taking over only after a warning message.

If the visitor is yet to be related to anyone, a manual message by an operator will relate him to this operator.

This option can be disabled by the admin in the Agents management page.

Transfer chat

TransferChat.png

Every operator can transfer his conversation to another operator as long as he's available.

This option answers some cases when a visitor asks to speak with a specific operator or for transferring the conversation to a manager.

When clicking on the "transfer chat" link, a small window will open and all connected operators will be displayed in a list next to their availability icon. You cannot pass the conversation to an operator if he is unavailable or offline.

It's also possible to transfer a conversation handled by another operator to a third one.

This option can be disabled by the admin in the Agents management page.

Close conversation

This option is displayed also at the top of the chat window and in the chat window's actions button.

The meaning of closing a conversation is literally ending the conversation. There is no need for the visitor to leave the site. Clicking on this option does the trick.

According to the chat routing, when an operator talks to a visitor, he is related to him. The operator has a limit of visitors he can talk to simultaneously so by closing a chat he makes himself available for new conversations. When clicking on the "close conversation" link, The visitor disconnects from the chat and goes back to the "lobby". If the operator doesn't click this option when ending the chat conversation, the visitors will remain under his control and in some stage will prevent the operator from getting new conversations. Learn more about the call routing, the visitors limit and the queue in the Agents management page.

According to the system messages settings, a message will be sent to a visitor when the conversation is closed by the operator with a reopen link. It is possible to disable this message or change it's text in the system messages chapter in the settings page.

If the visitor leaves the site, the system will close the conversation automatically.

Block visitor

If a visitor talks impolitely or he is annoying, it is possible to block his chat.

Blocking the visitor won't allow him to send messages to the site's operator. The visitor won't see any difference on his side but in the control panel, he will be marked with a blocked icon (Star-blocked.png).

You can later filter all blocked visitors by the filter button.

At any given time you can unblock the visitor with the same link. Blocking the visitor is valid only for the current visit and next time he visits he won't be blocked.

Change visitor's nick

NewNick.png

Every visitor gets a serial name the minute he enters the site. You can change this name anytime.

You also change the name by double clicking it.

The name is saved for the visitor for his future visits as well.


The visitor can also change his name in the chat bar. If he fills and sends a contact form, his name will change accordingly.

Mark this visitor

MarkVisitor.png

By marking the visitor, you can display him in a more noticeable way next to all other visitors.

For example, if one operator wants to direct the attention of another to some visitor, he can mark him and make him easy to find.

This option is saved for the visitor and will be displayed in the history interface. There you can also set the search to find only marked visitors. You can use this option for any of your needs. For example, count how many visitors asked for a certain product today.

Add to the broadcast list

The broadcast list provides the ability to send a public message to a particular audience.

You can send a public message to all of the site's visitors, only to those who haven't used the chat or to a manual list - This is the broadcast list.

Further explanation on the broadcast list is found in the broadcast list chapter on the control panel page.

Chat window actions

ChatWindowActions.png

In the actual chat window control panel page, there are also several actions you can take such as sending forms, using prepared sentences and more.

The actions button

Display selected visitor

When the visitors list contains many visitor cards, the card of the visitor we currently chat with can go down the list as more and more visitors enters the site. It usually occurs when there are large numbers of site entrances and the filtering option is set to "everyone".

This action helps finding the visitor card in the long list. When you click this button, the selected visitor (who is displayed in the chat window) will appear in the center of the screen when the list will scroll automatically until it's found.

Choose a phrase

SendPrepered.png
ShortSentences.png

The agent's or the site's prepared messages set in the settings page can be sent by this button.

First select the desired category, then the sentence you want to send.

By clicking the phrase it will immediately be sent to the visitor and by clicking the "Edit" button it will appear in the text box so that it can be edited before sending.

There is also another button on the top right of the chat box for sending these sentences quickly. When hovering on this button, the list of categories and sentences will automatically open.

Message to all visitors

PublicMessage.png

Public message is a component that allows contacting a large visitors number at the same time.

You can notify the visitors about a new discount, announce the closing time of that day and more.

If you have more than one site registered to your account, you can choose in which of them to activate the message in.

You can direct this message to several visitors groups:

  • To all visitors - The message will be sent to every visitor who is currently browsing the site without any exception.
  • Only to visitors with no messages - The message will be sent only to visitors that haven't written or received a message in the chat.
  • Only to my visitors - The message will be sent only to visitors related to the sending operator.
  • To visitors in broadcast list - The message will be sent to visitors in the broadcast list made earlier.

This option can be disabled by the admin in the Agents management page.

Take over the conversation

This action is the same as the one in the visitor's card actions button.

According to the chat routing, when an operator can see a visitor that's not related to him, he can take over the conversation and relate the conversation to him manually.

If the visitor is already related to another operator, he will be transferred to the operator taking over only after a warning message.

If the visitor is yet to be related to anyone, a manual message by an operator will relate him to this operator.

This option can be disabled by the admin in the Agents management page.

Next visitor

The next visitor feature provides the ability to pull a new visitor from within the waiting queue.

According to the chat routing and the conversation limit, visitors who send a message may be transferred to the waiting queue until a operator becomes available.

There are some cases when the operator already filled his conversations limit, but feels he can talk to another visitor beyond his limit.

This button allows overriding the conversations limit and pulling in the next visitor from the waiting queue.

This option is appropriate for operators who cannot see all of the site's visitors (depending on permissions) and want a one-time increase to their conversation limit.

Note that this action is not active if there are no visitors in queue.

Send to visitor options

With Sitehood you can send your visitors contact and feedback forms to be filled in real time.

By clicking on one of the following, a visitor will receive instantly either a contact form, feedback form or a Facebook like button.


Sending option Description Image
Contact form This from is sent to the visitor manually when there are no operators online. The content of this form will be displayed in the visitor's card and can be sent automatically by Email.
ContactForm.png
Feedback form The feedback form is build be questions that were written earlier by the administrator. These questions can be answered in a rate of 1 to 5. You can set the feedback questions in the settings page.
FeedbackForm.png
Facebook like button Sitehood helps you collect Facebook likes to your business's fan page. You can send the visitor a like button inside the chat. Instead of directing him to find you in Facebook manually, all you ask him to do is one click.
FbLike.png
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