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.  

Understanding Chat module home screen

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. 

Left Panel

The left panel displays the Active, Missed, and Closed chats of an agent.

• Active chats are currently ongoing conversations that the agent is actively participating in or monitoring.
  
  
  
  
• Missed chats represent chat conversations that the agent was unable to respond to or missed for some reason. Sometimes, customers attempt to initiate a chat, but the support agent may be busy or unable to accept at the time. These chats are automatically converted as tickets with the message and other essential information shared by the customers. Such tickets can be tracked under Missed chats. 
  
  
  

• Closed chats are conversations that have been concluded or resolved, and the agent has finished interacting with them.
  
  
  

Chat panel 

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:

• In the chat window's upper section, you can see the chat number, linked brand, department, and the attending agent's name for the visitor's chat. Note that the chat window is designed to hold multiple chat sessions, separated into individual tabs.
• Just below the chat number and department section is the chat area, displaying the visitor's question (chat heading), chat start time, visitor's name, and agent's chat conversation.
  
  
  

Right Panel

The right panel displays the following tabs:

• Info: Key information, such as the visitor's name, email address browser details, local time, location information, landing page, and the visitor's machine information (Operating System), is displayed.
• Recent Chats: The most recent chats with this visitor are displayed.
• Notes: Notes related to the chat can be added by the agent for reference.
  
  
  
  
• Agents are able to access the Activity section to review the visitor's recent interactions, and the Zoho Desk section to explore any tickets linked to the chat conversation. Both the Activity and Zoho Desk sections are available in all the tabs (Info, Recent chats, and Notes). If an agent wishes to transform the chat into a ticket, they can click the Convert chat as ticket option within the Zoho Desk section.
  
  
  
  

With all interactions in a common place, the Chat module provides the following benefits: 

• Efficient customer engagement: Agents can interact with website visitors in real time from anywhere in Zoho Desk. The notification will allow them to attend customer questions without leaving their current working space. Since all the interactions are displayed in the chat module, the agents can get context for future reference. 
• Data analysis: With chat transcripts transformed into tickets, agents can extract insights, identify trends, and enhance customer service strategies based on historical interactions.
• Effective ticket management: As chats can be converted to tickets, the missed chats or the ones that need a follow-up will be resolved by the agents providing better customer satisfaction. 

Availability

Permission Required
Users with Support Administrator and Agents profile permission can accept the visitor's request and chat with them.
Check Feature Availability and Limits

Understanding chat sessions  

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.

Starting a chat  

Agents can initiate chat sessions from various locations within Zoho Desk, ensuring that customer inquiries are addressed promptly. 

• From Chat Module: Agents can accept and start chats directly from the Chat module.
  
  
  
  
• From Other Modules: Agents can also accept and initiate chats from other modules within Zoho Desk. 
  
  
  
  

Tabs for Chat Status  

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:

• Active Chats: This tab includes chat sessions where agents have actively engaged with and provided assistance to customers.
• Missed Chats: Chats that agents didn't attend to or chose not to engage with are categorized under this tab.
• Reopened Chats: In this tab, you'll find previously closed chat sessions that agents have chosen to reopen for further interaction.
• Closed Chats: This tab contains chat sessions that have been concluded and formally closed.
• Monitored Chats: Chats that are actively monitored or supervised by agents are grouped under this tab.
  
  
  

Converting chats to tickets 

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.

See also: Managing auto-convert chats to tickets and Setting up Live Chat using Zoho SalesIQ.    

Closing chat sessions      

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.

Setting chat status 

Agents can set their status, which helps determine their availability during live chats. The following statuses are available:

1. Online: The agent will be available to take the chat. They will receive notification when the customer initiates a chat. 
2. Offline: When the agents are unavailable or during their non-working hours they can set the status to Offline. Agents and admins won't receive any visitor request notification.

Note: The option to set chat status is only available when an agent is provided access for the chat channel.

To set the chat status

1. Click the Account Photo in the top-right corner of your Zoho Desk.
2. Set the chat status as Online or Offline from the drop-down menu corresponding to chat.
3. Turn the Mute Sounds icon to ON or OFF.
   
    

Using canned replies   

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."

To create canned reply

1. Navigate to the Chat module. 
2. Select the desired chat conversation.
3. Click the Use canned replies icon (  ) at the bottom of the chat window.
4. In the Messages pane, click Add a Canned reply icon.
5. Enter new canned message in the Compose Message area.
6. Select the desired Department to associate the canned message with.
7. Add a new Category or select an existing one to organize the canned message.
8. Add Tags to group the canned messages.
9. Click Save.
   
   
   

Tip: Click the Edit icon (    ) to modify existing canned messages.

Transferring chats to other agents 

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.

The chat transfer process will only conclude when another agent accepts the transfer. If the transfer is not accepted by another agent, the chat will remain with the agent who initially accepted it. Note that the end users will not receive notifications during the chat transfer. 

To transfer a chat

1. Click More Actions in the chat window.
2. Click Transfer chat.
3. Select the desired Operator and Department.
   You can also add notes, if required.
   
   
   

Inviting agents in ongoing chat sessions  

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.

To invite an agent to join an ongoing chat

1. Click More Actions above the text input box.
2. Click Invite Operators.
   A list of available agents will be displayed.
3. Select an agent from the list and click Invite.
   Type a message for the invited agent.
   
   
   

Blocking a visitor's IP address 

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.

Saving the chat as PDF  

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.

Printing chat conversations 

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.

Copying the Chat URL 

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.