Managing Active/ongoing chats

Managing Active Chats

Manage multiple ongoing conversations conveniently. These Active Chats and My Chats tabs are neatly organized into tabs for easy access. You can also initiate live chats with your customers, access detailed information about visitors, make notes for future reference, and even download or email chat transcripts, among other features.

My chats

You can access a record of all the conversations you have been involved in or managed in this section. 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.  

Active chats list

The active chats tab helps you to manage multiple ongoing conversations conveniently. All the chats that you or the other operators from your department are coordinating currently or the bot is handling will be neatly organized into tabs for easy access. You can tap on the chat to continue the discussion further.
  1. You can find the Chats tab in the left panel of the salesIQ dashboard. Click the dropdown to list down the Active Chats

Answering a Chat 

  1. You can connect with the website visitors instantly from the SalesIQ dashboard. When a visitor initiates a chat from the website via chat widget. 

  1. The incoming chat alert will be displayed on the operator dashboard. The operator can Pickup the call and connect with the visitor instantly. 

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  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.

Recent chats

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.


Widgets

You can view all the Zoho apps or other third-party apps  integrated in the Widgets Sections.  Widgets are user interfaces that can be built as a part of SalesIQ's platform to display information from third-party applications related to a conversation or bring apps inside the SalesIQ.

Conversation View

When you select a chat from the Chat list, the chat will open in the Conversation view. Here, you can see all the messages sent by the operator(s) and the visitor. To send a message to your visitor, type out the text in the input field at the bottom on the Conversation view and press Enter or  click Send.  Checkout more details about the effectiveness of the operator chat window features here

Managing tags

The Tags help you to group the contacts or conversation under one label. You can group the contact or tag the ongoing conversation while conversing with the visitor. Learn more about tags

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 chat list column.


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