When you’re ready to start taking chats, you’ll want to make sure you’re set to be Available for Chat by clicking the Availability button in the top-left corner of the dashboard. When a new chat comes in, you'll be alerted via both an audio sound effect as well as a pop-up desktop notification. You will still get alerted to a new chat, even if you're working in another browser tab or window.

Once you’ve been alerted to a new chat, click on the notification to automatically return to the chat dashboard and accept the chat from the left panel. Once you enter a new chat conversation, you’re ready to start chatting!

Canned Responses

Make chatting easier and more efficient by setting up customized canned responses. To use these, just start typing out the start of one of your premade responses. When you do, a series of your Canned Responses will pop up, and you can select what you’d like to say to reply even more quickly.

You can also select and add new Canned Responses using the speech bubble button on the right side on the text box.

Additionally, you can manage your Canned Responses by clicking the gear icon to go to Personal Settings, and then Canned Responses. Add your favorite phrases and answers to frequently asked questions to make chatting a breeze!

Contact Details

To the right of your chat conversation you’ll see your website visitor’s contact details. This area shows key information including their name, visiting history, and location.

If you’ve never collected the visitor’s contact information, their profile won’t include any personal details. As you discover their name, email, and company during the course of your conversation, you add and save it using the Edit button at the top.

Actions Button

This button gives you the option to end a chat, re-queue a chat so that another user can accept it, and invite a team member to join your in-progress conversation. If you invite a team member to your chat, you will both be able to chat with the web visitor simultaneously within that same chat conversation.

Ending a Chat

To end a chat conversation, click the Actions button and then End Chat. After the chat has ended, you will be given the option to download or email the transcript.