What are Missed Chats?
Another sub-section of the Visitors Online Module, you can access this view only when a visitor attempts to initiate a chat with your customer support operation through live chat, and neither you nor your operators answer. In the Missed Visitors view, you have access to the requests that are automatically created each time your Zoho SalesIQ misses a visitor’s chat request.
This view is accessible from the left-hand navigation in the Chats module under Missed Chats, any time your Zoho SalesIQ has a Missed Visitor that has yet to be addressed. As with the other views, you can also see the total number of Missed visitors by the number to the right of the view’s link in the Visitors Module. To view the list of Missed chats, you need to click on Missed chats in the drop-down.
Viewing and Assigning Missed Requests
Here you can see each missed visitors name and e-mail, along with the question they asked and the time they submitted the request. You can also see what agent has been assigned to take care of the request, or you can assign one yourself by clicking assign and choosing an agent from the drop-down menu. Use the included search to find the agent you intend to assign the request to, and then click the agent to finalize the assignment.
As with all the Visitor views, you can click the visitor’s name to view the complete question they submitted, and use the icons at the top-right to view the visitor’s detailed information and notes section.
Replying and Closing a Missed Request
To reply to the missed request, click the Send Email button at the bottom right, and type your reply in the editor that will appear. Click Send to send the message. It is also easy to add someone to the message - just type the required email addresses in the CC field -this is an easy way to keep your supervisor or another team member who helped this customer in the loop.
Replying to Any Visitor
In the same way you reply to missed requests above, you can also use Zoho SalesIQ to send reply mails directly to any visitor, even if their request has already been closed or they chatted with another agent.
Wrap up any outstanding questions or follow-up directly with customers quickly and easily. With access the the chat transcript directly below the mail editor, you have the information you need to accurately respond to a customer all from one window.
Composing and Saving Drafted Emails
Your mails get saved as you draft so now you can attend any live chat while drafting a mail. Just a click on the reply button again will get back the mail from where you have left.