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chat [2019/09/09 19:22] samuel |
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==== Step 3: Configure Chat Templates ==== | ==== Step 3: Configure Chat Templates ==== | ||
- | {{:chat-templates.png|}} | + | {{:lead_manager:chat-templates-updated.png?600|{{:chat-templates.png|}} |
Just like with emails and texts, we allow you and each of your agents to save some | Just like with emails and texts, we allow you and each of your agents to save some | ||
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manage these in the [[https://leads.realgeeks.com/settings/templates | Chat Templates]] tab of the "Templates" settings section. | manage these in the [[https://leads.realgeeks.com/settings/templates | Chat Templates]] tab of the "Templates" settings section. | ||
- | There are two types of Chat Templates: Standard and Automated Welcome | + | There are three types of Chat Templates: Standard, Automated Welcome, and Offline Responder |
**Automated Welcome Chat** | **Automated Welcome Chat** | ||
- | {{:lead_manager:automated_welcome_chat.png|}} | + | |
+ | {{:lead_manager:automated-welcome-message-updated.png?600|{{:lead_manager:automated-welcome-message-updated.png?600|}} | ||
Similar to the texting system, we added a feature that automatically messages | Similar to the texting system, we added a feature that automatically messages | ||
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** | ** | ||
- | **To Set Office Hours for the Automated Welcome Chat follow this path: CRM > Settings > Communication > Chat > Automated Welcome Message | + | **To Set Office Hours for the Automated Welcome Chat follow this path: CRM > Settings > Communication > Chat |
** | ** | ||
- | NOTE: The Office Hour setting is shared with and affects sign up auto-responder texts. | + | Like with the texting feature, you can set office hours for the live chat feature. You have two options available to you for "Outside of Office Hours" visitors. |
+ | |||
+ | * You can set yourself as "Unavailable" | ||
+ | * You can set up an Outside of Office Hours Automated Welcome Message | ||
+ | |||
+ | {{:live_chat_office_hours.png|}} | ||
+ | |||
+ | **Offline Responder** | ||
+ | |||
+ | **To Create or Edit the Automated Welcome Chat follow this path: CRM > Settings > Templates > Chat Templates > Create New > Set Type to Offline | ||
+ | ** | ||
+ | |||
+ | A unique feature with the Live Chat is the ability to set yourself as "Available" or "Unavailable". When you set yourself offline, an "Offline" responder will immediately go out when a lead sends you a chat message to inform them you are not currently available. This responder message will include a link to the Contact Us form so the lead can submit their questions while you are away. | ||
+ | |||
+ | {{:lead_manager:offline-responder.png?600|}} | ||
==== Step 4: Learn How to Initiate a Chat and View Chat Conversations ==== | ==== Step 4: Learn How to Initiate a Chat and View Chat Conversations ==== | ||
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message or choose from one of your templates. | message or choose from one of your templates. | ||
- | There is also a feature to switch between a __Conversations__ view and a __Online__ view. This will help you focus on chatting with leads that are currently active on your website. | + | There is also a feature to switch between a __Conversations__ view and an __Online__ view. The __Online__ view will help you focus on chatting with leads that are currently active on your website. |
+ | |||
+ | This is also where you can set yourself as "Available" or "Unavailable" for Live Chat. | ||
+ | |||
+ | {{:lead_manager:available-chat.png?400|}} | ||
+ | {{:lead_manager:unavailable-chat.png?400|}} | ||
After a chat has been opened, you can browse around the lead manager. | After a chat has been opened, you can browse around the lead manager. |