Working with Chat Sessions

Working with Chat Sessions

The Chat Dashboard is where you can chat with visitors and view their details. When you pick up a chat, you will be redirected to the Chat Dashboard [module] in Zoho Desk. At the end of your chat session, a transcript of your conversation will be saved as a Ticket.

Anatomy of the Chat Window
To start chatting with a visitor, you must click Accept in the 'new chat' popup displayed in the bottom right corner of your screen.

      

The chat window and its components are explained below:
  1. At the top of the dashboard, you will see the visitor's name displayed. The chat window is designed to hold multiple chat sessions, separated into individual tabs.
  2. Just below the visitor's name is the chat area, displaying the following information:
    • Visitor's question (chat heading) 
    • Chat start time
    • Visitors' Name and E-mail address
    • You chat conversation
  3. The Visitor Info section on the right side of the window contains the following information:
    • Recent Chats: The most recent chats with this visitor
    • Recent Tickets: Recent tickets received from this visitor
    • Browser details, location information, and the visitor's machine information (Operating System)
      

Once the chat conversation is wrapped up, you can click the End Session icon (  ) on the chat window. The chat can be either terminated immediately or after the lapse of certain seconds.

Setting your Chat Status
Your status controls your availability to chat with your customer in Zoho Desk. There are the two statuses:
  • Online: You are available and ready to chat
  • Offline: You'll appear to be unavailable for the chat even when you're signed in to Zoho Desk.
To set your chat status:
  1. Click your Account Photo in the top-right corner of your Zoho Desk.
  2. Set your status as either Online or Offline from the drop-down menu corresponding to chat.
  3. Set your chat ringer to ON or OFF.
Your settings will be saved instantaneously. The option to set your chat status is only available when you are enabled for the chat channel.

Canned Messages
To help you handle the most important issues without typing out the same steps again and again, live chat incorporates canned messages to help save you time and energy.
To create a canned message:
  1. Click the Chat module. 
  2. Select Canned Messages from the left panel of the Chat Module page.
  3. Click Add Canned Message from the Messages page.
  4. Enter your new canned message in the Compose Message area.
  5. Select which Department you want to associate the canned message with.
  6. Add a new Category or select an existing one to organize your canned message.
  7. Click Save.
You can also click the Edit icon (  ) to modify existing canned messages.

Create Canned Message Category
Keep your canned messages organized into categories so they are always available and easy to access.
To create a category:
  1. Click the Chat module.
  2. Select Canned Messages from the left panel of the Chat Module page.
  3. Click Categories on the Messages page.
  4. In the Categories page, click the Add Canned Category button in the upper-right area.
  5. Enter a Name for your category.
  6. Click Save.
Using Canned Messages in Chat
Now that you've crafted some useful canned messages, start using them in chats to save your valuable time. Just type "#" (hash key), for a list of suggested canned messages to appear. Hit "Enter" to select one, or press "Esc" to ignore the suggestion.

Transferring Chats
Sometimes you need to take a break or move your chat over to a teammate who is better equipped to help out a specific customer. In these instances, you can transfer chats to other agents or departments.
To transfer a chat:
  1. Click More Actions located above the text input box.
  2. Click Transfer this Chat.
    The system will display a list of agents who are available for chat.
  3. Select an agent from the list and click Transfer.
     You may type a message for the agent who is receiving the chat.
The other agent must accept the chat to complete the transfer. If you want to transfer the chat to another department, select the department, then an agent underneath it. 

Inviting Agents for Chat
If you don’t want to transfer a chat, but you do want to reach out to another agent for help with a particular visitor, you can invite another agent into the live chat, to provide support together.
To invite an agent to join your chat:
  1. Click More Actions above the text input box.
  2. Click Invite other Agents.
    The system will display a list of available agents.
  3. Select an agent from the list and click Invite.
     You may type a message for the invited agent.

Tracking Missed Chats
Sometimes, customers attempt to initiate a chat with your support team, and neither you nor your colleagues will be able to answer them. These chats are automatically added as tickets with their message and other essential information from the customers. Such tickets can be tracked under a pre-defined ticket View called Missed Chats.

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