Live Chat: Consultant panel

Live chat is a tool enabling effective everyday communication with customers on your website. SALESmanago Live Chat brings even more opportunities since it combines basic chat functions with the advanced Marketing Automation system features. Develop your sales by means of our Live Chat and analyze the success of your campaign in analytical panels.

If you have already created a chat and configured your consultant, you can start working with the chat.

How to create a chat and configure a consultant

In order to display a consultant’s panel, you need to go to

LIVE CHAT


Contents

  1. Grant access to the chat
  2. Log into the chat
  3. Use the consultant panel

1. Grant access to the chat to the selected users

To use the chat, you must have your user account already created.

How to create a user account

In the permission settings, grant access to the Website Marketing section.

TIP: You can make custom permission sets to grant to the particular users, for example, your consultants.


2. Log in to the chat

Go to Live Chat.

[1] Select the chat that you want to log into.

[2] Actions – you can edit, delete, activate/deactivate the selected chat.

[3] List of consultants – the list of all the consultants assigned to the selected chat.

[4] Log in – click to log into the chat.

IMPORTANT: Being logged into the system, you have not logged automatically into the Live Chat. To use the chat, you must log into the chat separately.


3. Consultant panel 

After you have logged into the selected chat, the consultant panel will be displayed.

[1] Awaiting – all messages, also those that were left when a consultant was inactive, go to the Awaiting folder, where they wait until somebody starts a conversation. After starting a conversation, the conversation can be found in the Active folder.

[2] Active – the conversations in progress at the particular time. Users gain access only to the conversation they have started.

[3] Finished – the history of all started conversations with the possibility to resume.

IMPORTANT: Each conversation that is finished will be stored in the [3] Finished. However, the archive of abandoned conversations will not be displayed in any of those three folders. 

[4] Search – search conversation by entering a name and e-mail address. This option works only for identified users.

[5] Choose which chat conversations are displayed or select the option Show all.

[6] Start a conversation.

 

After having started the conversation, the conversation window appears next to the consultant window. 

[1] Name and e-mail address of the person you are having a conversation with.

[2] Finish the conversation – click to stop the conversation.

[3] You can see the address of the website your contact is currently visiting below every message.

[4] Text field – enter your message and click to send it. You can also send emoticons and graphics. Only consultants can send graphics.

[5] Product gallery – click the icon and you will be redirected to the product gallery of your shop. You can select by yourself the products which you can send your customer during the conversation on the chat. You can search the products by typing the name of the product, choosing the brand, price or category of the product.

[6] Contact card

[1] Contact’s name

[2] Scoring – the total number of scoring points collected by the contact.

[3] Contact’s personal details such as email address, phone number or address.

[4] Assigned tags  – all tags assigned to contacts in the system. Click +Add tag to add new tag directly from the chat window.

[5] Recent emails – the list of emails which has been lastly sent to the contact.

[6] Notes – notes about the contact. Click +Add note to add a new note. All notes added by means of the chat become global notes, which are available also in the system. The notes are visible to all people having access to the selected contact.

[7] Tasks – all tasks connected to the contact. Click +Add task to add a new action and assign it to the selected person.

[8] Product recommendations – you can find three tabs with product recommendations. The first one is concerned with the products viewed by the users during the last visit. The next one is concerned with the products from an abandoned cart and the last one is connected with AI Recommendations. This is the advanced type of recommendation that works on a basis of self-learning the behavior of the individual customer. Combining the analysis and prediction, it proposes products for users.