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Chat Interface

With Twixor EnCaps's Progressive live chat, you can talk with your consumers from any place. Start chatting with your clients by using the chat interface and change them into your promoter.

It won't let you worry about any jumble and allows you to concentrate only on customers and conversations. Twixor's chat functionality aids you to solve cases better.

The interface is designed in such a way that it allows you to chat with several customers even if you are busy with other activities. Your work can be made easier using Artificial Intelligence-powered with actionable click buttons for conversational messaging.

Below shown is the chat interface of Twixor EnCaps.

Use the Chat interface through these steps:

1. Navigate to Chats -> Conversation.

2. Enable Toggle button (Online) to accept chats or disable it, (Offline) if you don't want to receive chats.

3. The customer's conversations will be available in the left pane of the Chat Interface.

Info! "No Available Chats" message will be displayed if none of the customers are available for chat

4. In the left section of this interface, click on the respective chat to respond to the corresponding conversation. Then enter the response in Start Typing in the middle section and click Sendor after typing the message press the ENTER key.

5. In the right panel of the interface, Customer information (Customer ID, Full Name, Mobile number and Chat ID), Invoice details, Order Details and Rich card details will be displayed.

Info! Invoice Details, Order Details and Rich card will be available only upon enabling contextual help in Admin -> Departments page.

In Additional notes, select the tag name or marker for the customer in Tags and type the description in Notes. In the example given above, if the customer is a potential client, the agent handling the chat can tag this customer as "Prospective Customer" so that the other agents can view the important details of the customer when they chat with them in future. A detailed description of the tag can be provided in Notes. Click Update to save the data.

Info! Tags should be defined in Admin -> Departments to display in chat conversation page. Also, enable Tags Required check box in Admin -> Chat Config page to make the tags mandatory (in Additional notes) while closing the chat.

Info! The Tag name given here can be used to search the customer in Chat History

6. Click option next to Online or Offlinestatus to view additional chat provisions.

  • Select Invite Agent to express the interest to invite a specific agent to join the conversation.
    • Click Invite agent option under and select an agent name from the drop-down list.

    • Click Invite Agent to invite them to join the active chat. In this example, we've invited the agent Chat Agent-100. You will view a message "You invited (Chat Agent Name)" in the interface as shown below.

  • If the agent has accepted the invitation, they can leave the chat anytime by clicking and selecting the Leave Chat option.

  • The Transfer Agent option transfers the conversation to another agent or department if he/she doesn't belong to the concerned department or not able to resolve the query asked by that particular customer.

Info! Only users/agents with chat permissions defined will be available for chat transfer.

  • Click either Agent or Department option from Transfer To drop-down list to transfer the chat to the Agent or Department, respectively.
  • Select the Agent or the Department name in the below drop-down.
  • Click Close Chat to end the conversation with the customer.

Attach and send Media

You can attach the rich media (Media, Documents, Messages, Map) and canned messages in your chat flow to encourage and engage your customers.

  • Click icon to attach the Media, Docs, Messages, and Map for transforming the customer conversations into rich and interactive experiences.

  • Info! These artifacts (Media, Documents, Messages, and Map) can be added in the Departments page. Also, Go to Admin -> users page and checks the "Allowed to save Artifacts" along with which of the artifacts to be saved under private or public mode for document, message, media etc.

  • Click Browse to attach the documents and media files from your local device. The file open dialogue box appears. Select the relevant file and click Open.
  • You can preset the group of messages called Canned Messages to send it to the customers. So you don't need to retype the same message again. Click to send the canned message.

Info! You can add these private and public canned messages through the Artifacts checkbox. By Default, all artifacts will be displayed under Public tab.

You can also view chat reports, monitor chats, observe chat history, and set up the chat widget respectively from the topics Analytics, Monitor, Chat History, and Chat Config.

Refer ManageDepartmentsguide to add the rich media artifacts and canned messages that will be attached and sent to the customers.

 

Next Topic

Chat Analytics