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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.

Checklist for Set up

If you're ready to get started with our Real Geeks live chat feature, here is a short checklist you can follow:

Step 1 Enable the Feature

Step 2 Turn on Notifications for “Incoming Chat Messages from Leads”

Step 3 Configure Chat Templates

Step 4 Learn How to Initiate a Chat and View Chat Conversations

Steps Explained

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 Communication Settings page. This feature is included with your subscription.

To Enable the Feature follow this path: CRM > Settings > Communication > Chat > Enable Chat

Step 2: Turn on Notifications for “Incoming Chat Messages from Leads”

The Lead Manager features several different types of notifications that agents can receive based on the activities of the leads in their system.

You'll want to make sure you enable the notifications for “Incoming chat messages from leads”. This notification will be sent when an assigned lead sends a chat message from the website.

To Turn on Notifications for Incoming Chat Messages from Leads follow this path: CRM > Settings > Notifications > Incoming Chat Messages from leads > Email/Text

Please note:

  • Agents will only receive 1 notification per hour per lead

Step 3: Configure Chat Templates

Just like with emails and texts, we allow you and each of your agents to save some preformatted templates of chat messages you can send to leads. You can manage these in the Chat Templates tab of the “Templates” settings section.

There are two types of Chat Templates: Standard and Automated Welcome

Automated Welcome Chat

Similar to the texting system, we added a feature that automatically messages a lead once they sign up on the website. Which chat template is sent to them depends if they sign up within or outside of your defined office hours. You can manage these from the Chat Templates settings page.

When making an Automated Welcome Chat template, you get to decide if this is the template for During Office Hours or for Outside of Office Hours

Please note:

  • If the lead is unassigned the lead manager will send the Automated Welcome Chat from the first admin.
  • Each of your agents must set this up individually.
  • The Automated Welcome Chat will NOT be sent to leads that have been manually added to the Lead Manager

To Create or Edit the Automated Welcome Chat follow this path: CRM > Settings > Templates > Chat Templates > Create New > Set Type to Automated Welcome

To Set Office Hours for the Automated Welcome Chat follow this path: CRM > Settings > Communication > Chat > Automated Welcome Message

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 disable the chat outside of office hours.
  • You can set up an Outside of Office Hours Automated Welcome Message

Step 4: Learn How to Initiate a Chat and View Chat Conversations

Once the chat is open you will see the most recent messages that have been exchanged with this lead. In the text box below you can type a new 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.

After a chat has been opened, you can browse around the lead manager. Your open chat window will remain open as you navigate to different pages. If you want to keep the conversation close but need more room on the screen you can minimize the window.

FAQ

What is the character limit for chat messages?

The max allowed characters in chat messages are 1024. When creating chat templates, there is a character count below the message field to help you stay within the limit.

What kind of files can I send over chat?

  • Maximum File Size: 2.5MB
  • Supported File Types: .jpg, .png, .gif, .pdf, .docx, .doc, .txt, .csv
  • You can only send one file at a time

Why is the chat bubble not showing up on my website?

This could be occurring for a few reasons:

  • You have not enabled the chat feature
  • You are not signed in on the website
  • You have a third-party chat widget covering the chat bubble
chat.1568214307.txt.gz · Last modified: 2019/09/11 15:05 by samuel