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--- chat [2019/09/23 19:50]
samuel
+++ chat [2019/12/04 22:36]
samuel
@@ Line 1: / Line 1: @@
 ====== 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 =====
 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 =====
@@ Line 21: / Line 21: @@
 ==== Step 1: Enabling the Feature ====
-{{:lead_manager:chat-enable.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 subscription.
 **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” ====
@@ Line 48: / Line 49: @@
 manage these in the [[https://leads.realgeeks.com/settings/templates | Chat Templates]] tab of the "Templates" settings section.
-There are three types of Chat Templates: Standard, Automated Welcome, and Offline Responder
+There are three types of Chat Templates: Standard, Automated 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|}}
@@ Line 73: / Line 78: @@
 **
-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.
+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 set yourself as "Unavailable"
+  * 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|}}
-**Offline Responder**
+**Unavailable Responder**
-**To Create or Edit the Automated Welcome Chat follow this path: CRM > Settings > Templates > Chat Templates > Create New > Set Type to Offline
+**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 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.
+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|}}
@@ Line 110: / Line 115: @@
 ===== 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? ====
@@ Line 126: / Line 141: @@
   * You are not signed in on the website
   * 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.

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