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chat [2019/08/13 18:47]
samuel
chat [2019/12/04 22:36] (current)
samuel
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 ====== Live Chat Feature ====== ====== Live Chat Feature ======
- 
-The Live Chat feature of our Real Geeks website is a great way to quickly and easily engage with users active on your site.  
  
 ===== The Benefits of Live Chat ===== ===== The Benefits of Live Chat =====
  
 Utilizing the Real Geeks Live Chat is a great way to provide value to your clients instantly. With our tool, you can now chat in real-time to your leads as they are looking at properties, thus leading to better communication. The tool will also inform you when a client is actively on your website, so feel free to send some properties that might be of interest to that lead based on their search. Utilizing the Real Geeks Live Chat is a great way to provide value to your clients instantly. With our tool, you can now chat in real-time to your leads as they are looking at properties, thus leading to better communication. The tool will also inform you when a client is actively on your website, so feel free to send some properties that might be of interest to that lead based on their search.
 +
 +<​html><​iframe width="​640"​ height="​360"​ src="​https://​www.youtube.com/​embed/​gi408oume74"​ frameborder="​0"​ allow="​accelerometer;​ autoplay; encrypted-media;​ gyroscope; picture-in-picture"​ allowfullscreen></​iframe></​html>​
  
 ===== Checklist for Set up ===== ===== Checklist for Set up =====
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 ==== Step 1: Enabling the Feature ==== ==== Step 1: Enabling the Feature ====
-Before you and your agents can use the live chat feature, an admin must enable the feature. This can be accomplished from the [[https://​leads.realgeeks.com/​preferences/​communications/​chat | Communication Settings]] page. This feature is included with your subscription. 
  
 **To Enable the Feature follow this path: CRM > Settings > Communication > Chat > Enable Chat **To Enable the Feature follow this path: CRM > Settings > Communication > Chat > Enable Chat
 ** **
 +
 +{{:​lead_manager:​screen_shot_2019-09-23_at_3.16.37_pm.png|}}
 +Before you and your agents can use the live chat feature, an admin must enable the feature. This can be accomplished from the [[https://​leads.realgeeks.com/​preferences/​communications/​chat | Communication Settings]] page. This feature is included with your Real Geeks subscription.
  
 ==== Step 2: Turn on Notifications for “Incoming Chat Messages from Leads” ==== ==== Step 2: Turn on Notifications for “Incoming Chat Messages from Leads” ====
 +{{::​chat-notifications.png|}}
  
 The Lead Manager features several different types of [[notifications | notifications]] that agents can receive based on the activities of the leads in their system. ​ The Lead Manager features several different types of [[notifications | notifications]] that agents can receive based on the activities of the leads in their system. ​
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 ==== Step 3: Configure Chat Templates ==== ==== Step 3: Configure Chat Templates ====
 +{{:​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: StandardAutomated Welcome, and Unavailable Responder
  
-**Automated Welcome Chat**+**Standard Chat Template** 
 + 
 +This is the standard template that you can create to save yourself time and energy when responding to common requests or questions from your leads.  
 + 
 +**Automated Welcome Chat Template** 
 + 
 +{{:​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 three options available to you for "​Outside of Office Hours" visitors.  
 + 
 +  * You can use the "Turn off chat outside office hours?"​ feature 
 +  * You can set up an Outside of Office Hours Automated Welcome Message 
 + 
 +{{:​live_chat_office_hours.png|}} 
 + 
 +**Unavailable Responder** 
 + 
 +**To Create or Edit the Automated Welcome Chat follow this path: CRM > Settings > Templates > Chat Templates > Create New > Set Type to Unavailable Responder 
 +** 
 + 
 +A unique feature with the Live Chat is the ability to set yourself as "​Available"​ or "​Unavailable"​. When you set yourself as "​Unavailable",​ an "​Unavailable Responder"​ 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 ====
 +{{:​chat-initiate.png|}}
  
 Once the chat is open you will see the most recent messages that have Once the chat is open you will see the most recent messages that have
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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 __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.
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 ===== FAQ ===== ===== FAQ =====
 +==== Is there any additional cost for this feature? ====
 +
 +Nope. This feature of our platform comes at no extra cost to you! It’s free because we want to empower you to take your business to the next level and provide you with every option possible to reach your leads. ​
 +
 +==== Are there pre-made chat templates I can use? ====
 +
 +Yep. You can access our pre-made chat templates at the link below: ​
 +
 +  * {{lead_manager:​real_geeks_chat_templates.pdf|Real Geeks Live Chat Templates}}
 +
 ==== What is the character limit for chat messages? ==== ==== What is the character limit for chat messages? ====
  
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   * You are not signed in on the website   * You are not signed in on the website
   * You have a third-party chat widget covering the chat bubble   * You have a third-party chat widget covering the chat bubble
 +  * Your company has the "Turn off chat outside office hours?"​ feature enabled
 +
 +==== Can I send emojis over chat? ====
 +
 +  * Yes! 
 +
 +==== What is the small dot I see next to my leads? ====
 +
 +  * Green next to their name **THEY ARE ONLINE!** “Green means go!” ​
 +  * Yellow means they are idle on your website. ​
 +  * Grey means that they are not online. ​
 + 
 +==== What is "Lead Capture via Chat"? ====
 +
 +  * This feature displays the chat component before a visitor has registered on your website. To begin chatting, the lead must provide their name and select a conversation topic. ​
 +  * Please note: This "​partial"​ lead will still need to fill out the sign-up form in order to view properties or save a search.
chat.1565722042.txt.gz · Last modified: 2019/08/13 18:47 by samuel