What is My Chats?
Table of Contents
- What is My Chats?
My Chats View
In the My Chats view, you can see all your active chats with visitors. When you are engaged in more than one chat at the same time, the chat window neatly organizes your active chats into tabs.
If you are on another page in your Zoho SalesIQ, you will know if you have active chats by looking on the left hand navigation and seeing Chats under the Visitors module—a number will be displayed next to Chats, displaying how many active chats you currently have.
How to access the My Chats view from other pages?
To access my chat from other pages, just click on the My Chats tab in the left-hand navigation of your Zoho SalesIQ.
Here in the Chats window you engage with your customers in live chats, where you can also send those visitors files and links, transfer the chat to another agent, or if they are spamming or harassing you, even block the visitors IP address from starting new chats.
A Quick View About Your Visitors
While you chat you will also see a quick-view of the Visitor’s Info, on the right side, which will give you easy access to your visitor’s e-mail address and the page they were visiting when they initiated the live chat. You can also see the visitor’s location—represented by a small flag icon, their browser and operating system.
With this common information already at hand, you can tailor a customer’s support experience to their specifications, and move the support process along quicker by avoiding asking the customer about what browser and operating system they are using.
Viewing In-depth Visitor Information
While in a chat, if you want to or need to see more information about the visitor you are chatting with, click the Information icon, at the top right of the chat window to display the visitor’s complete info.
This detailed view will give you access to the visitor’s IP address, more detailed location information—including State and City, along with advanced browser and operating system information.
Features Inside the Chats View
It is easy to move back to the chat window and keep chatting, just click the Chat Window icon.
You can also click on the Notes icon, and see the notes view where you can add notes about the current chat or customer.
From the top right, you can also click the more actions icon, to have the option to print a transcript of the current chat, save the transcript as a PDF, or send the transcript to any e-mail address you enter.
You can view the chat history (if any) you have for the visitor—to get a quick refresher on the customer and their needs.
Other options for you in the Chat window are to format the text you are entering to a visitor with the format buttons (bold, italics, underline and text color) and the ability to deploy canned messages to quickly respond to common questions.
Preview on Shared Images
Now having preview on the shared images is made easier. You can even zoom in to view it for the actual size.
Once the file is shared by the visitor you just have to hover over the image, which shows magnifying glass a click on it will zoom in as per your need.
Ending a Chat
Once you have helped the customer, you can click End Session to end a live chat. If you are satisfied with the chat, and the customer has finished asking questions, you can click End Immediate.
If you aren’t sure if the customer is done asking questions or is even actively viewing the chat, you can choose to End Session by time (either 90, 60, 45, or 30 seconds). When you select one of these options, Zoho SalesIQ will begin to count that amount down, and if the visitor in the chat doesn’t respond before that time, the chat will automatically end. There is no reason to babysit dead chats that aren’t going anywhere.
The visitor will see a message and a countdown, prompting them to re-engage if they want to continue the chat, and if they start typing the countdown to close will end, and the session will continue.
When you have no active chats, you will not be able to navigate to the Chats window, and as such will not see a link to it on the left hand module column.