Live Chat Screen
All the actions that can be performed on the Live Chat screen of Swiftsell
Last updated
All the actions that can be performed on the Live Chat screen of Swiftsell
Last updated
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The details will be auto-populated if the System defined variables are used. Below are a few of the details that will be visible during the conversation;
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Details related to City, Country, and Zip Code are displayed via a third-party tool and are not always accurate
You can follow the following actions to modify the qualification details in the Live Chat screen;
You can use various sets of filters to filter out the conversations. They are;
You can select either one filter or a set of filters to filter out the conversations
To apply filters to filter out the conversations, you can follow the following steps;
Access the 'Live Chat' screen
Click on 'Menu' gear
Select the 'Criteria or Filters'
Click on 'Apply' to apply the filters
To reset the filters, you can click on 'Reset'
With Swiftsell, you can close the conversation with the visitor once the resolution to the query is provided by you or the agent as it indicates that there is no further action required, and also manage the ongoing chats without creating any further confusion.
You will be able to close the conversation that is either assigned to you or the agent Any conversation assigned to the bot will automatically close after a defined time
To close the conversation, you can follow the following steps;
Access the conversation assigned to you or an agent
Click on 'Mark Done' on the top right corner to close the conversation
The option to close the conversation will be greyed out if the conversation is assigned to the bot
To copy the Chat Transcript of the Conversation, you can follow the following steps;
Access the 'Live Chat' screen
Select the conversation for which the transcript needs to be copied or downloaded
Click on the 'Page' icon at the top to copy the Chat Transcript
Paste the Transcript in the Email Body or Word Document as per your preference
The chat transcript will consist of a time of the chat along with the messages exchanged between the visitor and the bot
With labels, you will not be able to group the conversations as per your preference, allowing you to filter out the conversations and access the same at any given point in time.
There are various benefits of using Labels however to list down a few;
Grouping the conversation as per their objective
Easy access to the historic conversations
Prevents time consumption from filtering out the conversations
Let's suppose the primary objective of the bot is to generate leads. It does get difficult for the users to identify the potential lead among many conversations that the bot is handling on a day-to-day basis.
In the above screenshot, we can notice that the user has created four labels “Intent to purchase”, “Good Lead”, “Student”, and “Debugging needed” allowing the user to group the conversation based on the purpose it serves.
There are two ways through which you can access the labels in Swiftsell. They are;
The labels will be visible to you on the live chat screen along with the number of conversations tagged to them
There are three ways by which labels in Swiftsell can be managed. They are;
Creating labels in Swiftsell is pretty easy. There are two ways through which you can create the labels, they are;
Through Live Chat: You can follow the following steps to create the labels using the Live Chat screen;
Click on '+' or '+ Create Label'
Give a name to the label as per your preference
Click on 'Save' to create the label
You can also click on '+ Create Another' to automatically save the current label and create the new label
Through the Settings tab: This is another area from where you can create labels. You can follow the following steps to create the label using the settings tab;
Go to 'Settings'
Click on 'Live Chat'
Click on 'Create Label' on the top right corner
Give a name to the label as per your preference
Click on 'Save' to create the label
It is a snippet of text that can be quickly added to the editor when replying to the customer or the visitor.
There are many benefits of using quick responses or saved replies however to highlight a few;
Speed up the response time
Tackling those issues/messages that require simple response
Provide consistent answers to the common questions
Manage multiple conversations
Users probably get lots of routine questions that saved replies can help answer. Below are a few instances where users can try out saved replies,
Hours of operation: “Thank you for asking! Our hours are Monday – Friday from 9 am to 5 pm. We look forward to seeing you in soon!”
Holiday Hours: Yes! We will be closed on Christmas Day but will be open until 4 pm on Christmas Eve. Do you have any items that you are shopping for specifically?”
Hours for specific things: “Our lunch hours are from 11 am to 2 pm, but we serve breakfast all day – including our famous blueberry pancakes!”
Details about special deals: “Yes! We are running our Black Friday sale starting at 9 pm on Thanksgiving Day. First come first served on all our specials, and you can get early access to what we will have available if you sign up for our email updates here”
Your address: “We are located at 123 Any Street, Anywhere, ST 49505. We are right between Cliff and Garrett St. with the blue door. Come in any time we are open!”
There are two ways through which the 'Saved Replies' can be accessed in Swiftsell. They are;
You can access Saved Replies from the Live Chat screen by joining the conversation & clicking on the 'Bookmark' sign or typing '/' in the chat window
There are three ways to manage saved replies in Swiftsell. They are;
Creating Saved Replies in Swiftsell is pretty easy. There are two ways through which the Saved Replies can be created;
Through Live Chat: To create Saved Replies via Live Chat, you can follow the following steps;
Go to 'Live Chat'
Click on 'Join the Conversation'
Click on 'Bookmark' or type '/' to access the Saved Replies
Click on '+ Create Saved Reply'
Give 'Title' & define the 'Message or Reply'
Click on 'Create' to create the Saved Reply
Through Settings: To create the Saved Replies via Settings, you can follow the following steps;
Go to 'Settings'
Go to 'Live Chat'
Go to 'Saved Replies'
Click on 'Create Saved Reply' on the top right corner
Give 'Title' & define the 'Message or Reply'
Click on 'Create' to create the Saved Reply
In Swiftsell, you can access and review all the historical conversations between the bot or the agent and the visitors, providing you the insights about the talking points.
It is quite helpful from a support use case as while the agent talks to the visitor, they can quickly check the previous conversations with the visitors so that accordingly further assistance can be provided.
You can follow the following steps to access the Related or Past Conversations;
Access the 'Live Chat' screen
Select the conversation
If the visitor is a known visitor, the details about the historical conversation will be visible under 'Related Conversation' on the right side of the screen
Click on a conversation to review the historical conversation
The related conversation will also display details about who closed the conversation and when it was closed
The historic conversation will open up in new window for review
It is part of the live chat screen that displays the historical conversation between the visitors and the bot or the agent
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