To maximise your responsiveness when handling chats and reduce the waiting time for visitors, you can set a default greeting message and be alerted of new incoming messages.
To configure the chat behaviour at the beginning of a conversation, go to "Engagement" then "Settings" tab and then "Chat > Starting a conversation".
1. Define a default greeting message
When the visitors send their first message, you can send them an automated response. This way, you let the speaker know that the request has been taken into account and that an agent is available to answer.
If you set-up this feature, make sure you clearly differentiate the message contents according to who will receive it: an agent or an ibbü/community expert.
Note: This automatic message is not taken into account in the responsiveness indicator "First message response time".
2. Be alerted of new incoming messages
So that you don't miss new incoming messages, you can enable sound and visual signals.
- Sound signals are configured with the HTML5 tag "audio". This tag is compatible with all browsers supported by iAdvize solution.
- Visual signals are configured with the Web Notification protocol. This technology is compatible with modern browsers who support HTML5.
Here an article who describe how to configure your browser with iAdvize Web Notification.