Chats

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Chats

General

 

In the chats tab you can see all chat rooms and open any of them to continue chat conversation. Those chat rooms are also filtered: all chats, active chats, waiting and closed by visitor:

 

Chats tab in the iOS app

Chats tab in the iOS app

1.This tab shows all chats in active, waiting and closed by visitor statuses

2.Active chats are highlighted with green. All chats where  the chat request has been accepted and are no unread messages are displayed as active. They can be separately viewed in Active tab.

3.Deferred chats and chats with unread messages are displayed as waiting and are highlighted with yellow. They can be separately viewed in Waiting tab

4.All chats closed by visitor are considered as closed and are highlighted with grey. They can be separately viewed in Closed tab.

 

How to accept, decline and defer an incoming chat

 

There are three options for an incoming chat in the iOS app: accept, defer or close an incoming chat:

 

Incoming chat in the iOS app

Incoming chat in the iOS app

 

1.You can decline an incoming chat by clicking this button. The chat room will disappear in this case

2.You can defer an incoming chat by clicking this button. In this case the chat will be accepted but you will not switch to the chat room and will be able to continue your tasks without interruption

3.You can accept an incoming chat by clicking this button. In this case the chat will be accepted and you will switch to the chat room to continue chatting with a visitor.

 

For each chat room on the chats tab you can perform two actions: Show the chat room or end chat.

 

chat actions

 

Chatting process

 

After accepting the chat you will be directed to the chat room where you can chat with your visitor in private visitor-to-operator environment:

 

chatting process in the mobile console

Chatting process in the mobile console

 

How to use Canned Responses

 

You can use canned responses and paste them during your chat conversation:

 

Canned Responses Option

Canned Responses Option

 

To send a predefined response during your chat session, please do the following:

 

1.Click right menu and choose "Canned Responses" option

 

How to send canned response

How to send your canned response

 

2.Choose your predefined response from the list

 

Predefined responses list

Predefined responses list

 

3.Send the response or insert it to your chat conversation. You can edit inserted response

 

Sending predefined response

Sending predefined response