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Manage Chats in the desktop conversation panel

The chat box is the central element of the conversation panel. It contains information about the visitor, messages exchanged and the tools available during the discussion (message filter, sending a link or an offer, etc.)

1/ Filters
2/ Action pane
3/ Information pane
4/ State box
5/ Typing box



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1/ Filters

They allow you to filter the contents of the chat box to only display one type of message.

  • Visitor: only displays visitor messages
  • Agent: only displays agent messages
  • Actions: only displays the actions performed during the conversation (sending offers, links, etc.)
  • Navigation: only displays visitor navigation information (url visited during the conversation)

2/ Action pane

This pane, which can be reduced, groups all available actions during a discussion. Some actions are unavailable in call or video mode:

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Send a link:
You send a link to the person you are speaking to. The visitor can click the link in the chat window.

Send an offer:
You send an offer to the person you are speaking to. This is a sales message accompanied by an image and a link which appears in the visitor's chat box.

Direct navigation:
If a visitor cannot find a product or carry out an action, it can sometimes be easier to demonstrate how to do so on the visitor's screen. With this feature, take control of your visitors' navigation to direct them where you want.

Open the current page:
This option allows you to open the page the visitor is currently looking at in a new tab in your browser. This can be useful if you can't see certain areas of the page from the conversation panel.

⚠ opening the current page does not save the visitor's session information. A product put into the basket will therefore not appear. Or if a visitor is logged in, you open the current page but are not logged in to the account.

Forward this visitor:

You don't have the answers to your visitor's questions? Transfer them to a suitable agent with the option "Forward this visitor".

Close the discussion:
At the end of each discussion, it is necessary to close the conversation by clicking the option "Close the discussion" or the cross icon which allows you to close the chat window.

Block this visitor: You can block an unwanted customer to avoid being contacted by the customer again. Customers can be unblocked by a manager from customer management.

 

3/ Information pane

This pane gives you all of the visitor's information (navigation information and information from custom data)

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Source:
This is how the visitor accessed your site (direct access, search engine etc.)

Navigation:
Here you will find information about the visitor's navigation around your site:

  • Browsing duration
  • Number of pages viewed
  • Number of visits to your site by this internet user.

Profile:
The profile contains technical information on the visitor (country, browser and operating system used)

Past messages:
Here you will find the number of past messages between your agents and this visitor. Clicking "Show customer record" gives you access to the past conversations with the visitor.

Custom data:
You can also show custom data about your visitor (current basket amount, your client identifier, etc.). To do this, "Custom data" must be put in place within your iAdvize administration.

3.1/ Visitor history

Under the Past messages section, you can see the three most recent conversations displayed with their date and times. Clicking on one of these dates, you get direct access to the chat box thread in question. 
By clicking on the Show customer record section, you can access this visitor's conversation history. 

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By default, the history starts with the oldest conversation and then you can go down to more recent conversations.

 

If an agent closes a conversation and then a visitor comes back, you will still be able to access all the conversation history in the right column and within the chat box thread or via the customer's record.
 


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4/ State box

The state box contain all messages and interactions during a conversation. You are able to quickly differentiate messages sent by visitors from messages sent by agents thanks to their distinct colors and different positions on the conversation panel (on the right or on the left). Each message including an action (the transfer of a conversation, CoBrowsing, etc.) has its own visual style. 
 
Moreover, this conversation thread is unified. This means that it has the same appearance regardless of the channel used by the visitor (Live chat, social networks, etc.). 
  
  • Messages sent by visitors are on the left whereas messages sent by agents are on the right

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  • System information
 
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  • CoBrowsing
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  • The transfer of a conversation
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  • Error sending message

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  • File import
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  • Image import
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  • Translation

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  • Unsupported content
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  • Multiple choice question asked by a bot
 


5/ Typing box

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Type your answers here to publish them.

You can also:

Your browser manages spelling corrections. The iAdvize conversation panel doesn't offer any automatic correction.

 

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