Managing Missed Chats
What are Missed Chats?
A chat is considered missed if neither an operator nor a bot responds or the operator declines or misses the chat transfer from the chatbot. (The initial automated welcome message (trigger message) is not considered a reply.) The missed chats section comprises the list of visitors leaving without an operator's assistance. This category can also contain chats handled by an operator but conclude without the operator sending a message.
To view the missed chats:
- In the SalesIQ Dashboard, click chats in the left panel. In the dropdown, choose Missed Chats.
- You can view all the missed chats listed. On clicking a specific chat, you can view all the available information about the chat and the visitor. The Chat Missed tag will appear if the visitor or the bot did not attend the chat.
- If the bot attends the chat and attempts to transfer the chat to a human operator and fails, then the Bot Transfer Missed tag will appear.
- You can view the details of the Chat in the Show Details section. Click the show details, and the Missed Chat details page will appear. You can find the chat routing rule details and the operators available when the Chat is initiated or missed.
Consolidated conversation view: Missed chats
You can also choose a different layout of the conversation view that offers a more comprehensive left panel for quicker navigation between active, missed, and closed chats, along with department chat categories and operator availability.
To switch to the comprehensive conversation view, click the view toggle in the lower-left corner and select the preferred conversation view.
Note: Existing users can switch between conversation views based on their preference. For new sign-ups, only the new comprehensive conversation view will be available.
Replying to missed chats
- You can reply to the missed chat via email if the visitor has provided their email address.
Note: The Reply via email option will only appear if the visitor has an email address.
- Consider the visitor initiating the chat from any social media account like Facebook, WhatsApp business, Line or Telegram. Then, the Reply via Email button will appear in the bottom left of the chat window, and the operator can answer the visitor anytime.
Tagging the chat
- You can tag the chat with the related conversation group by clicking on the Conversation tags.
- To bulk tag the chats, select the chats and click on the Add tags.
Close missed chats
- You can close the chat by clicking on the Close chat option in the bottom right corner of the chat window.
- Choose the chats from the list to bulk close and click on the Close chats icon.
Assigning the missed chat
- You can assign the chat to an operator by clicking on the operator tab at the top of the window. The list of operators will appear; you can choose the operator name and assign the Chat.
- Bulk assign the chats to a specific operator, choose the chats you wish to assign, click the Assign Chat option and select the operator.
Deleting a Missed Chat
- You can delete the missed Chat by clicking on the settings icon in the top right corner of the Chat. Click on Delete.
- You can delete the missed Chat by clicking on the settings icon in the top right corner of the Chat. Click on Delete.
Specifics of the chats
You have four different tabs in this section, which gives you all the available specifics of the visitor and chats.
- Info tab - In this section, you can view the visitor details like name/visitor ID, email, location, browser details, active widgets, lead score, opportunity, etc.
- Recent Chats - You can view all the recent past conversations with the visitor in this section. Clicking on any chat will take you to the previous conversation.
- Notes - You can add notes for future reference. For returning visitors, you can view your own or other operator notes for the specific visitor.
- Summary - You can also summarize the conversation into a small paragraph with the help of AI.
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