Quick options/features in the operator chat window
- Chat list
- Conversation window
- Widgets
Chat list
- Active - All your ongoing conversations will be listed here.
- Missed - All the chat request that you have failed to attend will be listed here.
- Closed - All your past conversations will be listed here.
The texting area
Quick reply options in chat window
Type slash (/) to access canned replies
- To efficiently respond to multiple visitors at once, you can use canned replies. Access these replies by either clicking the canned replies option or typing a forward slash (/) in the text input area to display the list of available canned responses.
Share FAQs and Articles
- You can effortlessly share articles and FAQs from the knowledge base to your visitors. Simply select Share Articles and FAQs, search for the desired article in the list, and share it instantly. Learn more
Share Screen or Remote Assistance
- You have the option to either share your screen to provide assistance or give a demonstration to the visitors, or you can take control of your visitor's screen remotely.
Smart suggestions
- You can activate Smart Suggestions to receive reply recommendations that are based on the information available in your knowledge base resources.
Schedule an appointment within the chat interface
- You have the capability to schedule appointments with Zoho Bookings directly within the chat window for your visitors.
Initiate payment in chat window
- You can conveniently start the payment process directly within the chat window using Zoho Checkouts. Simply select the Payment option located just below the text input area, allowing you to initiate payments without switching to a separate application.
Send Voice Message
- To save time on typing lengthy messages, you can send voice notes to your visitors. Whether it's a detailed message or a quick solution, you can utilize the Send Voice Message feature for efficient communication.
Add attachment
- You have the send files, documents or images using the attach files option. Additionally, you can also collaborate with your visitors by sharing a whiteboard.
Initiating audio call
Other Chat Controls
- Invite operators - Include additional operators in the conversation to provide enhanced assistance.
- Transfer chat - Redirect the chat to another operator with relevant expertise or to the appropriate department.
- Share screen - Share your screen for demonstration or visitor assistance.
- Request remote - Gain control of the visitor's screen for troubleshooting purposes.
- Block IP address - Prevent spammers and harassers from initiating future conversations by blocking their IP address.
- Email chat transcript - Send the chat transcript to the designated recipient.
- Save as PDF - Export the chat as a PDF file for future reference.
- Print chat - Generate a hard copy of the ongoing chat.
- Copy chat URL - Copy the chat URL to share it with your colleagues.
Features Inside the Chats View
Add notes
Edit/Delete a note in the chat
Visitor's recent chats
You can view all the visitor's chats by clicking the Recent chat tab on the slide menu on the right. You can find details like the time and date of chat and the chat status.
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