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To have the ability to chat with your website visitors you need to login to the Operator Console.


There are two possible ways to start chatting:


The visitor can call to your chat

You can send a chat invitation to the visitor


In any case, a separate tab will be opened in the console for each chat conversation. You can switch between tabs to handle several chats concurrently.


There is no possibility to chat with several visitors in one chat room. But it is possible to invite several operators to the chat room.


Tabs 1 and 2 on the image below are accepted chats.

Tab 2 is the active chat as this tab is open currently. You can see the chat history of this chat in the console and send messages to the visitor until you switch to another tab.

The chat on tab 3 is not accepted yet - the tab still contains Accept Call (5) button. You need to press Accept Call button to start chatting with the visitor. The chat also gets accepted automatically after you start typing a message ad send it to a customer. However, to avoid confusion if you use 'To All' call distribution method it is better accept the chat prior to typing and sending a message.


Managing chat calls


Chat room tabs in the stand-alone Operator Console

Chat tabs in Operator Console


To accept incoming chat call, please press Accept Call (5) button on the chat tab. The chat also gets accepted automatically after you start typing a message and send it to a customer.


When you wish to finish the chat, please click X (4) button on the chat tab.


Sometimes it is necessary to ignore or decline chat calls. To do this please click X (4) button on the chat tab without pressing Accept Call (5) button.


Away mode


Away mode allows you:


to monitor the website and handle all current chats

to initiate operator-to-operator calls with other operators and receive such calls from other operators

invite other operators to your current chats.


Away mode doesn't allow you:


to receive new chat calls as you appear as offline operator for the website visitors

to send proactive chat invitations to your website visitors.


To switch to Away mode you need to change your status in the Operator Console. You can do this in several ways:


By clicking on the menu in the console chat tabs area


Status menu in the stand-alone Operator Console

Status menu


Via the console main menu File / My Status / Away

Via the console tray menu My Status / Away


If you are the only online operator and change your status to Away, the chat button on your website will switch to Offline.


Possible problems


Several visitors in one chat tab


If the chat button code on your website is incorrect, several visitors can appear in the same chat tab. The right chat button code can be found in your account Control Panel, Chat Button Codes page.


Chat call continues ringing after accepting the chat


This can happen if your Internet connection is slow or because of temporary connectivity issues on the way between your computer and our chat servers. The ringing will stop in several seconds in this case. This is a temporary problem and usually it is sorted out as soon as the connectivity issue is fixed. But if the problem remains for a long time, please contact us in our support chat or via email, we will help you to locate the problem.