There are 3 ways by which agents can interact with visitors:
By initiating human takeover using the “Assign to me” button whenever the visitor starts the conversation –Once the agent does this, a message will be shown to the visitor “Agent has taken over the chat” and Agent can send the message to the visitor using the message box
By accepting a request for the Live chat – Once the agent accepts this, a visitor will get the message “Agent X has accepted the request” and chat can be started. An agent can send the message to the visitor.
By accepting the request for the Video chat – Once the agent accepts this, a video link will be generated and shown to the agent. An agent can start the video call using a video link. Visitors will also get the link to join the video call.
Agents can qualify the visitor as a contact (lead) using the button “Mark as Contact”. This will help to extract the contacts and send them to external CRM applications using integrations.
There are many fields given to save the details about the contact
Agent can also save quick sticky notes about the visitor using the Notes section
Agents can apply various filters, sorting and searching to see the required visitors list
Fig.1: Human takeover
Fig.2: Live chat request (Similarly video chat request also comes)
Fig.3: Active chat conversation
Whenever visitors requests live chat or video chat it has to be accepted by Agents within the set time by the administrator.
If agents, do not accept the request, visitors will be provided with the offline form to submit the necessary contact information.
Once visitors submit the offline form, a new message will be received and available on the “offline messages – Inbox” page
From the inbox, agents can reply to the visitor’s message and mail will be sent to the visitor on provided mail ID
Visitors also get the link to reply to the thread by using the reply link shared over mail by the system.
Agent can mark a particular message as “starred” by using a star icon