How to: Chat window
The chat window facilitates the communication between your agents and your online visitors. Through the chat window, you will be able to do the following:
- Handle enquiries and answer questions
- Provide customer support
- Convert visitors into customers
To conduct these activities properly, you will have to understand how the chat window works and how to use its functions to their full capacity. Below, you can find a rundown of the most important functions and options available in the chat window. Learn how to use Chats section to:
- Chat with your visitor
- Switch between chats
- Make use of message sneak-peek
- Use canned responses
- Transfer a chat to another agent or group
- Share a file with your visitor
- Create ticket form an ongoing chat
- Use integrations
- End a chat
The most basic and useful function of the chat window is chatting. This can be done by entering text in the chat box and pressing enter. Once you do that, your message will be sent to the visitor.
Switching between chats
When you start getting more visitors on site, you will also start receiving more chats. You can switch between ongoing chats by clicking on the circles which represent them. Such a circle pops up every time a visitor starts chatting with you.
To handle several chats at the same time efficiently, you need to keep switching between them. Your visitors don’t know that you are chatting with more than one person and could get impatient if you don’t respond for a long time.
You can also switch between chats using Keyboard Shortcuts.
By using message sneak-peek, you will be able to see what the visitor is typing in before they send it over. This allows you to start formulating the answer faster, making your responses quicker.
Canned responses are an easy way to provide a quick and informative customer service. Using canned responses, you can store large portion of text to later recall it using shortcuts. To use canned responses in chats or tickets, simply type in # followed by the shortcut for the response you wish to use.
Canned response will help you to provide swift and precise customer service. Learn how to create canned responses and more about their benefits in the canned responses tutorial.
Chat transfers allow you to transfer a chat to another agent or a group. Do this by selecting More in the chat window and clicking on the Transfer button. Afterwards, you need to select an agent or a group that will receive the chat.
This function is useful for the less experienced agents. Whenever they receive an enquiry that is too complicated or requires expert knowledge, they can hand the chat over to a more experienced agent.
Read more about transfers.
You can send and receive files over chats using the file sharing option. To send a file to a customer, click on the More button and select Upload files.
Select the file you want to send and click on the Send button.
Your customers can send you files using the paper clip icon in the chat window or simply by drag&dropping a file into the chat window.
You can use file sharing to pass all kinds of files, for example, marketing materials, product catalogs and guides. For more information about this feature, read the file sharing tutorial.
Creating a ticket
To create a ticket from the chat window, select More and click on the Create a ticket button.
You will have to specify the email of the visitor and the ticket’s subject. When you’re done, click on the Create a ticket button to finalize.
Learn more about tickets in LiveChat.
LiveChat can be integrated with a number of helpful third party apps. They range from CMS platforms to desktop sharing apps. Integrations can be used straight from the chat window using the More button.
You can learn more about our integrations on the add-ons page.
Once you respond to all the questions or solve all your visitor’s problems, you can close the chat by pressing the X mark that becomes visible after hovering on the circle.
Alternatively, you can end the chat by clicking on More and then selecting Stop chat button. Then you can close the chat by clicking on Close this window link that will appear in the chat window.