Accept client

The caller (client) can enter the application through several ways - via the button of the Chat window, Video call, Callback through an Invitation, Facebook Messenger, WhatsApp, Apple Messages for Business, Vkontakte or basic Phone call. The operator sees incoming clients in the left column for waiting along with the basic information and the option to accept the client. It is possible to display a preview of the client prior to acceptance.


Waiting queue

All clients directed to the given operator will first appear in the waiting queue. Each client displays information about the type of client entry, language, browser, operating system, and the name of the widget from which he/she joined the application. If the client has also filled out a name or phone number in the entry form, this information will also be displayed.

For each client, you can view more detailed information (preview) and if necessary, start a conversation with them.


Types of client entries

Chat

The client is connected through a chat window on the website. An operator can have more than one such WebChat (the limit is set by the administrator, ideally 3-5 clients). One of the benefits of this entry is the ability for the operator to view the web page where the client is located for possible assistance.

It is also possible to carry out an instant chat video call. In this case, however, the operator can serve only one client.

If the operators are offline (e.g. after working hours),when the WebChat button is pressed, the offline form is displayed, which sends the client's information and his request to the preset e-mail address (can be set in the Forms settings.


Video call

When entering through the Video Call button, a new browser tab with the mluvii application opens for the client. An operator can only accept a video call if he has no other conversation active.

The operator camera and sound are switched on in the chatroom by default (can be changed in administration). An advantage over chat is the ability to share apps or screens with the client.


Callback

The client can enter the application via the Callback button by entering his phone number. In this case, the operator is expected to call the client over the phone, so the audio is turned off in the chatroom by default.

If the operators are offline, after filling in the phone number and clicking on the Callback button, the client sees an offline form, which sends information about the client and his request to the preset e-mail address.


Invitation

A client can also enter a six-digit invitation number in the Callback button, which the operator must generate and hand over to the client. The advantage of this entry is that the client can connect to the specific operator.


Facebook Messenger

Another way a visitor can make contact with you is through Facebook Messenger. In the queue, such a client will be distinguished by the FB Messenger icon, and on receiving, you will his profile name from the social network. You can communicate by using messages, pictures, links, or even emojis. It's also possible to redirect the client to another operator or group.


WhatsApp

As with Facebook Messenger, you can communicate with your clients through WhatsApp. In the queue, the client will be distinguished by the WhatsApp icon. You can communicate with clients using messages, pictures, links, or even emojis. For Whatsapp sessions, you can also use a special kind of Hero card for Whatsapp: WhatsApp Message Templates. You can also redirect the client to another operator or group.


Apple Messages for Business

Similar to WhatsApp, you can communicate with clients through Apple Messages for Business. In the queue, the client will be distinguished by an Apple icon. You can communicate with clients using messages, pictures, links or even emoticons. You can also redirect the client to another operator. Specific to Apple Messages for Business is the creation and use of special Hero Cards for Apple devices.


Vkontakte

Similarly to Facebook Messenger or WhatsApp, you can also communicate with clients via Vkontakte. In the queue, the client will be distinguished by the VK icon. You can communicate with clients using messages, pictures, links or even emoticons. You can also redirect the client to another operator.


IP Telephony

The client can call a telephone number that is connected to the call via a private branch exchange (PBX). The client is connected to the operator immediately, or routed to a specific group of operators according to the selected option in the IVR.

If necessary and according to the set authorizations, the operator can also make an outgoing call.


Client preview

The operator may be able to see information about a particular client in the waiting queue before acceptance. Just move the cursor to the selected client and click on the preview icon.

The preview is similar to the Client tab in active conversation, contains:

  • client information,
  • list of past sessions,
  • browsing history,
  • tags,
  • call parameters,
  • possibly notes of the operator,
  • the chat content

In the preview, the client can be accepted or redirected to another group of operators or a specific operator.


Accepting the client

When you hover the cursor over a specific client, an icon will appear to accept the session. Press it to start the conversation. At that moment, the Client tab will appear with information about the client, the active session, and the ability to use all the features the app offers for that client's input.

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