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.
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.
You're now a few steps away from providing support via text chat. Once you have enabled Live Chat,
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 -
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.
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:
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:
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:
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.
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:
You can enable agents to attend to chat ticket from your customers.
To enable an agent for live chat, follow the steps mentioned below:
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:
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 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:
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:
Customers pinging from the black-listed IP addresses cannot access your embedded chat widget in Zoho Support.
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:
You/your agents can now choose this Canned Message while responding to chat tickets.
You can create canned messages and group them together by creating categories in Live Chat.
To create a category, follow the steps mentioned below:
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 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.
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.
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,
This should associate the current chat transcript with the existing ticket successfully.
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.
Your Live Chat status controls your availability to chat with your customers in Zoho Support. Here's what the different statuses mean:
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.
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:
The above action should send a chat transfer invite to an agent who can accept the ticket to complete the transfer.
You can transfer a chat to agents who belong to both available & away statuses.
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:
The above action should send a chat invite to agents who can join the current chat session.
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.
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:
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.