Ongoing Chats

All ongoing chats are conveniently listed here. Simply click on the desired chat to engage in a conversation with the visitor.

In the Ongoing Chats list, you can see the following information:

• Ongoing chats quantity.

• Each visitor’s name.

• Each visitor routed to which chat queue.

• Each visitor comes from which widget.

• Prompt the unread message comes from which visitor.

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Reply

When you receive a chat from a visitor, you can choose the following response type to reply to the visitor.

Send Files, Pictures

1. In the chat window, click the "+" button in the bottom right corner.

2. Click the File button or Picture button, select files and pictures from your mobile phone to send to the visitor.

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Send Canned Message

1. In the chat window, click the "+" button in the bottom right corner.

2. Click the Canned Message button to go to the Canned Message page.

3. Input a keyword to search the target canned message.

4. Click the target canned message.

5. Click the To Paste button, and it will be pasted into the input box.

6. Click Send button to send the canned message to the visitor.

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Send Knowledge Base

1. In the chat window, click the "+" button in the bottom right corner.

2. Click the Knowledge Base button to go to the Knowledge Base page.

3. Click the target knowledge base, the target knowledge base link will be sent to the visitor automatically.

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Other Operations

When you’re in a chat window, you can do the following operations:

Visitor Info

1. In the chat window, click the "…" button in the top left corner.

2. Click the Visitor Info button to go to the visitor info page.

3. In the visitor info page, you can view the visitor’s information, including visitor information collected from Pre Chat, location, visitor comes from which widget, history, and visitor use which browser to browse the website.

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Leave chat

1. In the chat window, click the "…" button in the top left corner.

2. Click the Leave Chat button.

3. In the pop-up window, click the Confirm button to leave the chat.

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Transfer

1. In the chat window, click the "…" button in the top left corner.

2. Click the Transfer button.

3. Select the target Chat Queue and Agent.

4. Click Transfer, the ongoing chat will be transferred to the target Agent.

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Waiting for Chat

All visitors waiting for chat are conveniently listed here. You can click the Accept button to manual assign the chat to you, or click the Refuse button to refuse the chat from visitors.

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Chat Ended

All ended chats are conveniently listed here. Simply click on the desired chat to view the conversation history with the visitor.

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