`Messaging

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  Operator Module > Web-based agent app > Using the Console > Chatting >

`Messaging

General

 

Exchanging text messages in real time is the major feature of any live chat system. Messaging in our agent app is very simple and similar to messaging in any instant messenger.

 

To send a message to the visitor, please type the message in the text input area (1) and click Send (2) button or press Enter.

 

Web based console messaging

Messaging in agent app

 

1.Text input area - you can type your messages to a visitor in this area. HTML formatting is not supported in messages, but URLs and emails will become clickable after sending the message. Preview for links can be enabled or disabled in the app settings top menu

2.Send button (replaced with Invite when sending a proactive chat invitation) - you need to press this button to send a message to your visitor. You can also do this by pressing Enter on your keyboard. If there is no text entered in Text input area, the button is disabled

3.Canned responses bar - this bar contains a drop down list with canned responses and a button to insert a chosen response to your message. The button is disabled when no canned response is chosen

 

Since the  browser app is a web page, only basic editing is available via the text input area context menu: cut, copy, paste, select all, undo. To open the context menu, please right click on the text input area.

 

There is a possibility to resize chat history and tabs areas in the console. Text input area is not resizeable. There is a movable area between text input and tabs areas to perform resizing.

 

Arranging areas in Operator Console

Movable area in the console

To resize areas please do the following:

 

1.Put the mouse cursor over the moveable area, a double-arrow mouse pointer will appear

2.Press the left mouse button

3.Move the mouse up or down to resize the area

4.Release the left mouse button

 

Canned responses

 

To insert a canned response to the message, please do the following:

 

1.Click the arrow button in the right side of the canned responses drop down list

2.Choose a response from the list by clicking on it. The response text will be automatically added to the message text

 

Adding canned responses

Using canned responses

 

If the needed canned response is already chosen in the list, you need only to click the "lightning" button at the right of the list.

 

Another way to insert a canned responses is to select it from the responses list in the sidebar:

 

quick texts in the app

quick texts in the app

 

To send a response you need to:

 

1.Select the needed response in the sidebar in Quick texts section

2.Either send it to a visitor or insert to a chat

 

Our system allows creating canned responses from the account Control Panel only. You can do this in the account Control Panel, Canned Responses page. If you don't have an access to the account Control Panel, please contact your account administrator to add, edit or delete canned responses.

 

 

 

File Transfer

 

There is a possibility to send a file directly from the web based agent app:

 

File transfer with preview

File transfer with preview

To send a file, please do the following:

 

1.Click 'send file' icon

2.or drag and drop the needed file

3.After this the file will be sent and will appear in the chat messenger from visitor's end and will be visible from the app in the chat history area. Images and videos appear as a preview. You can click the file to open it in a separate window and enlarge

 

To download the file click download iconicon or the file link.

 

Chat transcript sending

 

During the chat conversation or after it an agent can send a chat transcript directly from the agent app:

 

Chat transcript sending

Chat transcript sending

 

To initiate a chat transcript sending, please do the following:

 

1.Click 'Send chat transcript' icon

2.Insert the email address where the chat transcript should be sent to

3.Click 'Send' button

 

Number of concurrent chats

 

You can have as many chats concurrently as you can handle, we don't limit this.

 

Visitor Chat Room Details

 

Extended visitor and chat room details are displayed over the chat history area by clicking on a visitor's name above the chat history area. To return to the chat please click Back to Chat link under the visitor details.

 

Extended visitor and chat room details contain general information about your visitor (they are also available in Visitors list) and information from Start Chat Form fields.

 

Room details in the web-based Operator Console

 

All information available in extended visitor and chat room details is passed to the chat transcript, Visitor Details section.

 

Additionally, it is possible to expand the chat room details and predefined responses in the sidebar. For this you need to click special icon

 

Chat details in the sidebar

Chat details in the sidebar

 

1.This button opens the chat details as well as predefined responses quick access in the sidebar

2.Information fro the pre-chat survey, called from and referrer pages are displayed in this section

3.IP, browser and OS details

4.Predefined responses list with a possibility to make a search among them