Support Help

Live Chat Integration

Welcome to Live Chat in Zoho Support. The Live Chat adds up as a channel of communication with your customers, wherein you could interact with them in real time over text chat. But that's not all! You can quickly create a ticket from a chat session with your complete communication being added to its description. Your customers can initiate a chat session from your customer facing self-service portal or, if you allow it, even from your business website by copy-pasting 2 lines of code.

  1. How to configure Live Chat channel in Zoho Support?
  2. Setting up Live Chat for your support portal.
  3. How can I display the Live Chat widget for my customers in self-service portal?
  4. Can I customize the look & feel of the Live Chat Button & the Float window?
  5. Can I customize the look & feel of the actual text chat window?
  6. Can I embed the Live Chat Button or the Float Window on my Website?
  7. How do I enable Live Chat for one of my department?
  8. Enabling agents for Live Chat & associating departments.
  9. Advanced Chat Configuration in Zoho Support.
  10. Can I send in a canned response while chatting with a customer?
  11. How can I view & track the history of chat tickets from customer?
  12. Converting a chat conversation into a new ticket.
  13. Associating a chat conversation with an existing ticket.
  14. How can I track chat tickets missed by my agents?
  15. How can I set my status for Live Chat?
  16. Can I transfer a chat to a different agent?
  17. Can I invite an agent during an active chat session?
  18. Raising a chat ticket for a customer submitted ticket from customer portal?
  19. Can I disable Live Chat and what are its implications?

Configuring your Live Chat Channel

To configure Live Chat in Zoho Support, follow the steps mentioned below. Go to Setup –>> Channels –>> Chat. In the Chat Settings page, click Enable Chat. You have now enabled Live Chat for your support portal successfully.

Alternatively, you can click the Chat tab from the header bar to enable Live Chat for your support portal.

Setting up Live Chat

You're now a few steps away from providing support via text chat. Once you have enabled Live Chat,

  • Provide a Chat Welcome Message which would be displayed when a customer initiates a chat.
  • Select a Chat Waiting Period from 30/45/60/90/120 seconds. This would be the time period post which a customer's chat ticket gets timed-out when not accepted.

Displaying Live Chat Widget in Self-service Portal

You can choose to display Live Chat as a button or(and) as a float window in your customer facing self-service portal.

To display Live chat -

  • As a Button, check the Embed Chat Button in Customer Portal option under the heading Embed Chat Configuration.
  • As a float window, check the Embed Float Button in Customer Portal option under the heading Embed Chat Configuration.

Once you check an option, the Live Chat button/float window would be automatically displayed in your customer portal without the hassle of embedding any script.

Customizing the Looks of Live Chat Button & Float Window

Yes, you customize the look & feel of the Live Chat button and the Float Window according to your taste and requirements.

To customize the looks of the Chat Button, click Customize, displayed next to the Embed Chat Button in Customer Portal check box.

In the Chat Button Appearance screen, you can customize the following:

  1. Theme - set the color for the background and the border of the Chat Button
  2. Icon - choose an Icon for the Chat Button from the 6 default ones provided. You can also set the alignment and the placement of a selected icon
  3. Online Status Message - provide the first line and the second line text for the Chat Button when being online. You can as well select a color for both the texts
  4. Offline Status Message - provide a message to be displayed when you're offline for chat. Sorry, you are not allowed to choose the text color this time
  5. Size - select the size for the Chat Button. You can choose from small, medium or large
  6. Shape - define the shape of the Chat Button. You can also increase or decrease the radius, border and shadow for the Chat Button
  7. Lastly, set the gradient if you may require and click Save to reflect your changes.

To customize the looks of the Float Button, click Customize, displayed next to the Embed Float Button in Customer Portal check box.

In the Float Button Appearance screen, you can customize the following:

  1. Theme - set the color for the background and the border of the Chat Button inside the float window
  2. Icon - choose an Icon for the Chat Button from the 6 default ones provided. You can also set the alignment and the placement of a selected icon
  3. Online Status Message - provide a message to be displayed in the Chat Button when being online. You can as well select a color for the text
  4. Offline Status Message - provide a message to be displayed when you're offline for chat. Sorry, you are not allowed to choose the text color this time
  5. Set the alingment for the Chat Button within the float window. You can choose from Right or Left at the Top or Bottom. You can set the alingment to accuracy using the pixel or percentage meter.
  6. Set the float chat bubble to on or off. When the float chat bubble is set to on, it would pop the chat bubble intermittently for visual grandeur
  7. Click Save to reflect your changes

Customizing Text Chat Window

Yes, you can customize the look & feel of the Chat window your customers would interact with you in. To customize the chat window, click Customize under the heading Embed Window Configuration.

In the Chat Window Appearance screen, you can customize the following:

  1. Actions - you can enable or disable activities like Print (to print a conversation), Mail (to e-mail a conversation), File Sharing (to share a file), Format (to format input text like Bold, Italic etc.), Feedback (to receive feedback from customers on completing a chat) and Sound (to activate the ringer alert while receiving a chat ticket).
  2. Theme - quickly select a theme for the chat window. If you would like to customize the chat window in detail, kindly skip to the next step
  3. Color Customization - set the color for the header, background of the header, background of the body and the border
  4. Header - you can choose to display your company logo, agent picture and your business address
  5. Once you had customized the above, click Save to retain your changes

Embedding Live Chat Button/Float Window

Absolutely. You can embed the Live Chat Button and/or the Float Window anywhere, if you think it would serve your need. All it requires is copying the snippet code displayed alongside the button/float window on your Live Chat setting screen and embedding it on your website. You need not worry about losing your customizations as they would be safely carried forward with your snippet.

Enabling Live Chat for a Department

If you have more than one department, you can enable Live Chat for one or all of your departments. To enable Live Chat for a department, go to Setup ->> Channels ->> Chat. In the following page and under the heading Chat Department Configuration, select the departments to be enabled for Live Chat and click Save.

Alternatively you can enable a department for Live Chat by following the steps mentioned below:

  1. Go to Setup ->> Organization ->> Departments
  2. In the Departments page, click an Active Department to view its details
  3. In the Department's Detail page and under the heading Chat Department Configuration, check the Enable Chat option to active the department for Live Chat
  4. Also specify the agents for this department, who would be handling chat tickets when received
  5. Click Save to register your settings

Note:

  • You need to specify atleast one agent, to save your chat settings for a department. Also tickets created from chat would be associated with the related department when it is enabled for Live Chat.
  • You can enable only Public Departents for Live Chat. To check the status of a departement, go to Setup >> Organization >> Departments. In the departments list page, click edit besides a department. Check whether the department is set as visible in customer portal. If not the department is set to Private and hence cannot be added for Live Chat.

Enabling Agents for Live Chat

You can enable agents to attend to chat ticket from your customers.

To enable an agent for live chat, follow the steps mentioned below:

  1. Go to Setup >> Organization >> Users.
  2. In the Users List page, click an active agent to view his/her details.
  3. Under the Agent Information section, check the Available for Chat option.

This should activate the agent to attend to chat tickets from your customers.

Once, you had activated an agent for Live Chat, you need to associate him/her to a department to receive chat tickets in it.

To associate an agent to a department, follow the steps mentioned below:

  1. Go to Setup >> Organization >> Users.
  2. In the Users List page, click an active agent to view his/her details.
  3. Under the heading Department Information, check the departments you require the agent to receive chat tickets from.
  4. Click Save to record your settings.

Hooray! You have now activated an agent for Live Chat & have associated them to a department to receive chat tickets from.

Note: You can associate an agent with more than one department to receive chat tickets from.

Advanced Chat Configuration

Advanced settings for Live Chat allows you to personalise chat settings according to your business needs. Advanced chat configuration includes setting your type status, sharing files, viewing chat statistics, collecting chat feedback, recording chat transcripts and a lot more.

To access these settings click Chat tab from the header. In the Chat detail page, select Chat Configuration from the left panel. 

Let us go through the varied option available under the advanced chat configuration below:

Portal Settings

  1. Check/Uncheck Notify typing status to Visitor - Share the agent's typing status with a customer
  2. Check/Uncheck Send File to Visitor - Allows your agent to share files across with your customers
  3. Check/Uncheck Push Page to Visitor - Allows your agents to share URL during a chat session
  4. Check/Uncheck Email Visitor Information - Allows your agents to share customer information like region, browser details etc via e-mail
  5. Provide a From E-mail Address - Provide the agent e-mail address to be displayed while replying to chat tickets
  6. Check/Uncheck Daily Statistics - Receive the chat statistics pertaining to your agents and customers to this e-mail address
  7. Check/Uncheck Block IP Notification - Receive an e-mail alert when an agent blocks an IP address from receiving chat tickets
  8. Check/Uncheck Customer Feedback - Receive the feedback left by your customers to this e-mail address
  9. Check/Uncheck Chat Transcript - Receive the complete transcript of a chat as an e-mail as and when a session is completed
  10. Check/Uncheck Missed Visitor Notifications - Receive an e-mail alert with a message from your customer when a chat ticket goes unanswered

Blocked IPs

You can add the IP address you may wish to block from receiving chat tickets. Both helpdesk administrators and agents can add IPs to be black-listed. However, when your agents add an IP address you would require to approve their action via an e-mail alert sent to you.

To block an IP, follow the steps mentioned below:

  1. In Zoho Support, click Chat tab from the top header bar
  2. Select Chat Configuration from the left panel
  3. Click Blocked IPs under Settings diaplayed at the top of the page
  4. In the Blocked IPs page, click Add to provide the IP address to be blocked and leave a comment if required
  5. Click Save to record your settings

Customers pinging from the black-listed IP addresses cannot access your embedded chat widget in Zoho Support.

Canned Messages in Live Chat

Canned Messages are pre-defined frequently used messages that agents can apply while replying to a chat. You can as well categorize and save your canned message by agent or per department under the Categories section in Canned Messages.

To add a Canned Message, follow the steps mentioned below:

  1. In Zoho Support, click Chat tab from the top header bar
  2. Select Canned Messages from the left panel
  3. In the Canned Messages page, click Add Canned Message
  4. In the following page, compose your message and select a department to associate this message with
  5. Select a Category from the list(if categories are already created) or create a new category for grouping the canned message
  6. Click Save to record your settings

You/your agents can now choose this Canned Message while responding to chat tickets.

Categorizing Canned Messages

You can create canned messages and group them together by creating categories in Live Chat.

To create a category, follow the steps mentioned below:

  1. In Zoho Support, click Chat tab from the top header bar
  2. Select Canned Messages from the left panel
  3. In the Canned Messages page, select Categories from the top of the page
  4. Click Add Category and provide a name for the category
  5. Click Add to create a new category of Canned Messages

You can now create canned messages as explained earlier and add them to the above category for ease of use. You can create multiple categories to keep your canned messages in an organized manner.

Chat History

Chat history allows you to store the transcript of your Live Chat in your Zoho Support account so you can easily search for them later. Under chat history, you can view the details like Name and E-mail address of the customers who were supported through Live Chat and their corresponding agents.

You can also choose to view only those chats that were picked by you using Assigned to Me filter displayed at the top right corner of the page. Besides the view, you are also provided with filter options to view chat history based on your requirements. 

To access your chat history, click the Chat label from the header bar at the top and select History from the left panel. A list of chats will appear, similar to the way conversations are listed in your inbox.

Converting Chat Transcript into a Ticket

Agents at any point of time can raise a ticket for their chat conversation in Zoho Support. A ticket with a unique Id would be created which can be worked on by agents once they close their chat. The ticket would contain an exact transcript of the chat communication between the customer and the agent. 

To create a ticket for a chat communication, agents can click Convert Chat as Ticket, displayed on the right panel within the chat screen. Alternatively, you can click Add as Ticket displayed at the bottom after the chat session is complete.

Associating Chat Transcript with an existing Ticket

Besides raising a new ticket, agents can as well search for an existing ticket sent by customers. While chatting with a customer, an agent can search for existing tickets by providing one of the following values - Ticket Id, E-mail Address, Contact Name or Account Name.

To access an existing Ticket,

  1. Click the 'magnifying glass' icon, besides the Convert Chat as Ticket option from the right panel
  2. This should display the search box wherein you can serach using either of the parameter mentioned above
  3. On retrieving the related ticket, click on it to view its details
  4. Click Associate Chat displayed below the ticket's description to associate the chat transcript with it

This should associate the current chat transcript with the existing ticket successfully.

Tracking Missed Chat Tickets

We understand that your agents may get busy or wouldn't be available at all times. But you never need to worry about chat tickets fallen through cracks. Zoho Support takes care of missed chats with ease. When a chat ticket is missed, the system would automatically send an e-mail alert containing the message from the customer, besides other vital visitor information to the administrator's e-mail.

This is not all. Incase you miss a chat ticket from a customer, the system would create a new ticket with a unique Id which would as well contain the visitor's information. This would help you to communicate with the customer over e-mail.

Setting your Status for Live Chat

Your Live Chat status controls your availability to chat with your customers in Zoho Support. Here's what the different statuses mean:

  • Green: Available. You are online and ready to chat with your customers
  • Red : Away. This lets your customers know you're busy and don't want to be interrupted (you would still receive chat tickets on your screen)

You can set your chat status from the top right hand corner of your Zoho Support screen, next to the setup link. Kindly note that, you would be provided with an option to set your chat status only when you are activated to receive chat tickets.

Besides setting your availability, you can mute or unmute the ringer while receiving a chat ticket. Set your ringer status to ON or OFF from the status window.

Transferring a Chat

Yes. Tansfer Chat feature comes in handy when you do not have the correct resources and are unable to answer a visitor's questions. In such a situation, you could transfer the visitor to an operator that is able to answer the visitors questions. To transfer a chat while being on an active session, follow the steps mentioned below:

  1. Click More Actions located above the text input box at the bottom of the screen
  2. From the options, select Transfer this Chat to open the agents' list
  3. Select an an agent from the list or search for an agent using the search box
  4. Once you select an agent, you can provide an insight about your session by leaving a comment in the description area and click Transfer

The above action should send a chat transfer invite to an agent who can accept the ticket to complete the transfer.

Note:

You can transfer a chat to agents who belong to both available & away statuses.

Inviting Agents for an Active Chat

Absolutely! You can invite to chat as many operators as you need and there is no limitation. To invite an agent to an existing chat session, please do the following:

  1. Click More Actions located above the text input box at the bottom of the screen
  2. From the options, select Invite Other Agents to open the agent selection window
  3. Select an an agent from the list or search for an agent using the search box
  4. Once you select an agent, you can provide an insight about your session by leaving a comment in the description area and click Invite

The above action should send a chat invite to agents who can join the current chat session.

Raising a Chat Ticket for an Existing Ticket

There are instances wherein a customer would have submitted a ticket via your customer portal, but wanted to follow-up on it over chat. Let's see how live chat makes this simple for both your customers and agents in your organization.

When customers login into your customer portal to track the status of their tickets, they can simply click Chat About This Ticket option, located alongside the ticket. This would initiate a new chat ticket in your agent's interface. On accepting the chat ticket, an agent can view the details about the customer's ticket which helps him/her provide appropriate support within a short span of time.

Disabling Live Chat

Yes, at any point of time, if you would like to disable Live Chat channel in Zoho Support you can follow the steps mentioned below:

  1. Go to Setup >> Channels >> Chat
  2. In the Chat Settings page, click Disable Chat from the top right corner of your screen
  3. In the following warning screen, click Continue to disable live chat successfully

Note:

Disabling live chat would remove the chat widgets from your customer portal besides those embedded elsewhere (say., your business website). However all other chat settings including agent/department mappings would stay intact.

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