Chats

Chats

Chats View

In the Chats section, you can see all your active chats with visitors. When you are engaged in more than one chat at the same time, the chat window neatly organizes your active chats into tabs.  


How to access the My Chats view from other pages?

To access Chats from other pages, you will just have to click on the Chats tab in the panel on the left of your Zoho SalesIQ dashboard.

Here in the Chats window you engage with your customers in live chats, where you can also send those visitors files and links, transfer the chat to another agent, or if they are spamming or harassing you, even block the visitors IP address from starting new chats.  


A Quick View About Your Visitors

While you chat you will also see a quick view of the Visitor’s Info, on the right side, which will give you easy access to your visitor’s e-mail address and the page they were visiting when they initiated the live chat. You can also see the visitor’s location—represented by a small flag icon, their browser and operating system.



With this common information already at hand, you can tailor a customer’s support experience to their specifications, and move the support process along quicker by avoiding asking the customer about what browser and operating system they are using.

Features Inside the Chats View

You can click on the Notes icon, and see/add notes related to the visitor or the chat.



You can also view the list of recent chats in this section, click on any chat and view the entire transcript while you are in the middle of another conversation.



On the top right, you can also click the more actions icon, to have the option to invite other operators to join the chat, print a transcript of the current chat, save the transcript as a PDF, or transfer the chat.



Other options for you in the Chat window are to format the text you are entering to a visitor with the format buttons (bold, italics, underline and text color) and the ability to deploy canned messages to quickly respond to common questions.



Preview of Shared Images

Now having preview on the shared images is made easier. You can even zoom in to view it for the actual size.
Once the file is shared by the visitor you just have to hover over the image, which shows magnifying glass a click on it will zoom in as per your need.

Ending a Chat

Once you have helped the customer, you can click End Session to end a live chat.  If you are satisfied with the chat, and the customer has finished asking questions, you can click End Immediately.
If you aren’t sure if the customer is done asking questions or is even actively viewing the chat, you can choose to End Session by time (either 90, 60, 45, or 30 seconds). When you select one of these options, Zoho SalesIQ will begin to count that amount down, and if the visitor in the chat doesn’t respond before that time, the chat will automatically end. There is no reason to babysit dead chats that aren’t going anywhere.



The visitor will see a message and a countdown, prompting them to re-engage if they want to continue the chat, and if they start typing the countdown to close will end, and the session will continue.
When you have no active chats, you will not be able to navigate to the Chats window, and as such will not see a link to it on the left hand module column.

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