This helpful guide walks you through the steps of using Orlo's Live Chat Dashboard to view and respond to messages from your community in real-time.
Things to consider ✅
- To manage other agents' Live Chat Status, users will need the Admin permissions enabled in the 'User Settings' area.
- Live Chat users will be able to see chats that have been assigned to their users and for messages that are assigned to a team that users are part of.
- Push mode can be enabled in Live Chat to auto-assign messages to agents.
Benefits 🙌
- Real-time Community Engagement - Provide a direct communications channel with your audience on your website. Allowing for instant responses to queries, proactive support, and the ability to build stronger relationships with your community.
In this article:
2. Agent Status
3. Responding to Live Chat Messages
4. Adding Snippets to Live Chat Responses
5. Resolving Live Chat Messages
Accessing Live Chat
1) Navigate to the 'Inbox' dropdown and select the 'My Assigned Chats' icon at the top of the inbox message view.
Agent Status
1) Agents can set themselves to 'Online', 'Busy' or 'Offline' in the Live Chat Dashboard area, by clicking on the drop-down option underneath their agent profile.
Online = Agents will be pushed new messages and can reply to and resolve messages.
Busy = Agents will not be pushed any new conversations, but will still be able to view the Push Mode inbox as well as reply to and resolve their currently assigned conversations.
Offline = Agents will not be pushed any new conversations, and will not be able to access the Push Mode inbox view, and any conversations you may have had assigned will be unassigned.
Responding to Live Chat Messages
1) When a new message arrives in your Live Chat Dashboard, it will appear in the 'New Chat' view. If Push Mode is enabled, messages will be automatically assigned to agents based on the size of their queues. Alternatively, in Pull Mode, agents can select and assign messages to themselves.
To take a chat, click on the 'All New Chats' or 'Next Chat Please!' buttons. By selecting a chat, the message will be automatically assigned to you.
Push Mode can be configured in the 'Manage Live Chat Widgets' option in the Settings area.
2) Once you are in the message view, on the top bar of the message view, users can translate messages and add message tags to help with analysis in the Inbox Report.
3) Before adding your reply, users can see customer information on the right-hand side, which may include information such as their name and email address.
Adding Snippets to Live Chat Responses
1) Users can create snippets in the Inbox Settings for pre-defined responses that can be utilised for specific topics or to guide users toward relevant information related to their queries. Snippets are great for saving time when responding to Live Chat messages.
To add a snippet to a reply, use the '/' symbol on your keyboard to bring up your list of snippets, where you can use the search option to locate the snippet you want to use.
Resolving Live Chat Messages
1) Users have the following options when replying to a Live Chat message:
- Reply: Respond to the user and keep the chat open for further interaction.
- Reply & Resolve: Respond to the user and close the chat, indicating the issue is resolved.
- Resolve: Close the current chat conversation (use after replying or if no further response is needed).
Please see an example below of resolving a conversation:
Example of a Live Chat interaction through the website: