The Chat module in Zoho Desk is a central hub for the support agents, from which they can engage with visitors and also track older conversations with the customers that provide better insights in resolving questions. For example, if a customer seeks help with upgrading their subscription, then the agent can lookup similar conversations with other customers and provide a quick, satisfactory solution.
The Home screen of the module comprises two tabs:
My Chat - Displays the Active, Missed, and Closed chats of an agent.
Chats - A list view of all the chats according to the chat's status. (active, closed, missed, reopened, and monitored)
These two tabs are divided into three panels.
The left panel displays the Active, Missed, and Closed chats of an agent.
The center panel is the working area for the agent, known as chat window. Agents can interact with the customers and the entire conversation of the session will be displayed here. The components of chat window are:
The right panel displays the following tabs:
With all interactions in a common place, the Chat module provides the following benefits:
Let's look at how agents can start chat sessions, the tabs where chat statuses are monitored, the process of closing chat sessions, and converting chat sessions into tickets in the chat module.
Agents can initiate chat sessions from various locations within Zoho Desk, ensuring that customer inquiries are addressed promptly.
The Chat Status tabs help agents keep track of their chat sessions, such as missed and reopened chats. Here's an explanation of each tab:
Agents have the option to convert chat sessions into tickets manually for further follow-up and tracking. When a chat requires more extensive support, agents can create a ticket from the chat session, ensuring that the conversation's details are recorded and tracked within Zoho Desk.
Note that when the auto conversion of chats to tickets is enabled through SalesIQ, the transcript of each chat session is automatically converted as a ticket. This ensures that crucial information, such as product details, delivery options, and customer preferences, is automatically saved as a ticket in the system for future reference and analysis.
Both automatic and manual chat-to-ticket conversion options can be accessed in the right panel of the chat module's homepage.
Once the chat conversation is completed, click the Close button at the bottom of the chat window. The chat can be terminated either immediately or after a specific amount of time.
Agents can set their status, which helps determine their availability during live chats. The following statuses are available:
Predefined templated responses can be used to send quick response to frequently asked questions. Agents can save time and maintain a streamlined messaging system by using canned messages.
Agents can type / (the slash key) in the chat window, which will display a list of canned messages. They can choose a reply by hitting Enter, or if none of the suggestions fit, they can dismiss by pressing Esc."
There can be situations when agents may require a break or have to transfer a chat to a colleague who has the expertise to better assist a customer. In such instances, chats can be transferred to other agents within the same or different departments. This allows for a smooth transition of customer inquiries, ensuring that customers receive the most relevant and effective assistance from the appropriate team member.
In some cases the agent may not be able to transfer the chat, but would seek assistance from a colleague, in such a case they can invite the other agents into the live chat. This enables agents to collaborate and provide joint support, ensuring that the visitor receives comprehensive and effective assistance from multiple team members working in tandem.
Agents can block a visitor's IP address when necessary. This action prevents the visitor from initiating further chat interactions. Agents can access this option within the more actions of chat window. For example, if a visitor is considered as spamming, an agent can block their IP address to maintain a positive chat environment.
Note, when an agent or administrator blocks the IP address of an existing customer, it does not lead to the removal or blocking of that customer from the Desk account. The action of blocking the IP address in chat module is synchronized with SalesIQ. See also: Managing blocked IP address.
Agents can save chat conversations as PDF files for future reference or official documentation. Agents can access this option within the more actions of a chat window. For example, if a customer seeks assistance with feature implementation during a chat session that incurs service charges, the agent can save the chat transcript as a PDF, capturing all the customer's requirements. Subsequently, the agent can email this PDF to the respective regional sales head as needed.
Agents can print chat conversations directly from the chat interface. This feature is useful when a physical copy of the chat is required for documentation or reference purposes. Agents can access this option within the more actions of chat window.
In scenarios where customers discuss contract or subscription renewal details during a chat session, agents can print these conversations.
Agents can copy the chat URL to share the chat session with others or for reference. This is particularly useful when collaboration or additional assistance from colleagues is needed. Agents can access this option within the more actions of chat window. For example, an agent may need to share a complex technical issue discussed in a chat with a colleague to get further input.
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