Chats section is where the communication between agents and customers happens. Here you can provide round the clock support and boost sales by converting people who are casually browsing your website into customers.
LiveChat provides quite a few tools that help with handling chats effectively. Below, you can find a rundown of the most important features and options available in the Chats section.
The chat list is divided into three sections: my chats (all of your ongoing conversations), queued chats (customers who are waiting to start a chat) and supervised chats (conversations you are currently supervising).
A list of your ongoing chats. You can switch between them by clicking on the names of customers. We will let you know that you received a new message through in-browser notifications.
There are two types of chat statuses:
- active - either you or the customer has written something recently, these chats stay at the top of your list as they require your attention the most. If you don’t respond in 40 seconds a red rim will appear around the circle to remind you that you should respond immediately
- inactive - the customer hasn’t responded for a certain time (you can set the time after a chat turns inactive in Settings); it doesn’t necessarily mean that a customer has left, they might just need more time to respond; all inactive chats are greyed out and are placed at the bottom of the list
Visitors who are waiting for an available agent. If you have some free time on your hands just pick a customer from the list to start a conversation.
Chats that are currently handled by other agents in your account, you can pick which chats you want to supervise in the Traffic section. To help your teammates without going over to their desk, you can send them a message in chat that is invisible to the customer.
Unassigned chats are chat messages submitted while your team is offline. There are several integrations that allow customers to reach you during offline hours:
Another source of unassigned chats is the Messaging Mode. It’s an asynchronous form of communication that doesn’t require both parties to be online in a chat to send messages to each other (like Facebook Messenger).
Messages submitted using this mode show up as unassigned chats in the LiveChat Agent app Chats section:
Agents can answer them once they login into the app. Responses are sent to visitors' email addresses as well as directly into the chat window on your website:
As you can see, Messaging mode makes offline communication really seamless!
This is where the actual conversation takes place, aka the heart and soul of our app.
In the history of your chat, you can see both the messages that were sent during the current conversation and messages that were sent before (providing the person you are talking to hasn’t cleared cookies since your last conversation).
To send a message, just type in your answer and press enter. We give your visitors a heads up that you are typing something so they know they need to wait for your reply. Once you press enter, your message will be sent to the visitor. And you will see it in the chat history.
Message sneak-peek, lets you see what the visitor is typing before they send it over. This allows you to start thinking of the answer faster, making your responses quicker.
Canned responses are predefined messages that can store a large portion of text to be later recalled with shortcuts. To use canned responses in chats or tickets, simply type in # followed by the shortcut for the response you wish to use.
Learn how to create canned responses and more about their benefits in the canned responses tutorial.
It is always a good idea to mirror the language of your customer. If they use formal language, make sure to be formal as well, but if they are informal and use emoticons, by all means, add emojis to your messages too. Click on the emoji icon to choose from over 1000 emojis in 8 categories.
Use tags to categorize chats and easily find all conversations that deal with the same issue later on. Tags can be added and edited in Settings.
You can send and receive files over chats using the file sharing option. Use it to pass all kinds of documents, for example, marketing materials, product catalogs, and guides.
How to send a file
- Click on the paperclip icon in the bottom left corner.
- Choose a file you want to send and click Open.
- To finalize click Send.
Chat transfers allow you to transfer a chat to another agent or group. Always make sure that the agent receiving the transfer is aware of the incoming chat.
How to transfer a chat
- Select the three dots icon … in the top right corner.
- Select Transfer to….
- Choose either an agent or a group (you need to switch to Group tab to choose a group). To finalize click on Choose.
How to send a note
Notes let you send private messages (visible to agents only) while transferring chats. Notes are available in the Business and Enterprise subscription plans.
- Select the +Add private note button at the bottom of the Transfer panel.
- Write a message in a text area. Select the Transfer button to send the message along with the transferred chat as a note.
That’s it. The chat will be transferred immediately and you can focus on helping other customers.
Sometimes one conversation isn’t enough to solve a customer’s problem. This is where tickets come in handy. You can create them right from a chat - that way the transcript from the conversation will be included.
How to create a ticket from a chat
- Click on the three dots “…” icon in the top right corner.
- Click on Create ticket…
- Provide the e-mail address of your customer, and a title of the ticket
- Click on Create ticket.
That’s it! You can head to the Tickets section to assign a person responsible, add new information, edit it’s status etc.
Unfortunately, sometimes you need to ban a visitor that e.g. sends spam or uses abusive language. We are big fans of conflict resolution but sometimes you’ve gotta do what you’ve gotta do.
How to ban a visitor
- Click on the three dots icon “…” in the top right corner.
- Click on Ban this visitor.
- Provide the number of days the visitor should be banned for.
- To finalize, click on Ban visitor.
That’s it. You can see the list of all the banned visitors in Settings. If you made a mistake, you can always unban visitors.
Once you respond to all the questions or solve all your visitor’s problems, you can close the chat. There are actually two ways to close a chat: from the chat list and from the chat feed.
How to end a chat (chat list)
- Hover over the name of the customer in the chat list. An x should appear in the top right corner
- Click on the x.
- To finalize, click on Close and archive.
How to end a chat (chat feed)
- Click on the three dots icon “…” in the top right corner.
- Choose Stop this chat.
- Confirm, by clicking on Stop chat.
Here you can find a lot of useful information about the customer you are talking to. Use it to provide more personalized support.
What you can find in Customer details:
- Contact info - name, e-mail address, time zone, location;
- Pre-chat survey - information provided in the pre-chat survey;
- Visited pages - number of visited pages and time spent on all pages together;
- Additional info - number of previous visits and chats;
- Technology - user’s device information.
LiveChat can be integrated with a number of helpful third-party apps. They range from CMS platforms to desktop sharing apps. You can find and install them in Marketplace. Integrations can be used right in the Chats section - once installed, you will find them at the top of the Customer details tab.