Answer your first customer chat in the Inbox

Transcript

Select a time to play the video from that moment.

1. 0:00

   This follows Put the chat window on your website. A visitor has just written on your website and asked for a person, so let's answer them in the Inbox.

2. 0:19

   Open Customers, then Communications, then Inbox. Mine holds the chats given to you, Waiting the ones that need a person and nobody has yet, All every chat, and Archive the finished ones.

3. 0:32

   A visitor who asks for a person lands under Waiting. Type their name to find them quickly, then click the chat to open it.

4. 0:39

   At the top you see who you are talking to and that they wrote from your website. The line above the message box shows how much time is left to reply.

5. 0:49

   Click Take this chat. It is now yours, so the chatbot stops answering and your colleagues can see you are on it.

6. 1:00

   Type your answer and click Send. It goes straight to the chat window on your website, nowhere else.

7. 1:11

   If you need time to check something, Hold tells the visitor every few minutes that you are still on it. When you are done, End session moves the chat to the Archive.

8. 1:21

   That is the goal of this series: your website chats now reach you in the Inbox and you can answer them. Next, add your colleagues as agents so every chat finds someone. Thank you for watching.