Respond to a chat
Incoming chats are announced in the following ways:
A number icon on the Dashboard tab. The number indicates how many incoming chats have not been answered by an agent.- In the Incoming chat list in the Dashboard tab. You can double-click a row to respond to a chat.
- In the Chats tab, the In queue field will show how many unanswered chats are in queue.
- A warning popup if a chat has not been answered within a specified amount of time. You will only see the warning if your status is Present.
Setting your status (Present/Away)
In the top-right corner of the Chat screen, you can set your presence:
You are listed as a present agent and will receive warnings of unanswered chats.
You are not listed as a present agent and will not receive warnings of unanswered chats. However, you can still respond to incoming chats.
Note
If all agents have status Away, the customer will only see the offline form when they start the chat.
Respond to next chat in queue
Click Chat in the Navigator.
In the top-right corner, make sure your status is set to Present.
Click Get next in queue to respond to the next chat.
Note
To respond to a specific chat (for instance from a returning customer, double-clicking the relevant row in the Incoming chat list in the Dashboard tab.
Try to locate the customer in SuperOffice, so you can see relevant information about them in the side panel, to help you respond to their inquiry.
To chat, enter text in the lower part of the screen, and press ENTER or click Send.
To use emojis/stickers, click
next to the text field.If you are unable to help the customer with their question, do one of the following:
- Transfer the chat to another agent.
- Create a request from the chat.
To send the customer additional information:
When the conversation is over, you can click
and select End chat (unless the customer closes the chat window first). The chat is moved to Recent chat sessions. You can also find a record of the chat in the Activities section tab in SuperOffice CRM.
Note
If the post-chat form is active for this chat channel, the customer may return to the chat. The chat will be reactivated.
Be efficient with chat replies
To make sure that you offer quick and professional answers to your customers' chat queries, SuperOffice Chat offers a number of options to speed up and improve your chat replies.
Save time by using pre-defined texts when answering customer queries through chat. You can create and send a quick reply to a commonly asked question. In other situations, where quick replies aren't sufficient, you can include FAQs, customized reply templates, or files.
