A chat behavior set up on your website helps you adjust the customer experience. Here's a step-by-step guide to managing these settings:
Step 1: Customize Chat Behavior
After completing your live chat setup, navigate to the chat behavior settings. Here, you'll find:
Pre-Chat Behavior Settings
you can customize the pre-chat settings by adding elements like message prompts, name fields, email fields, and any additional information you require from users. Click on "Add Element" to include these fields, and save your changes.
Post-Chat Behavior Settings:
Adding features like chat ratings can customize the experience after a chat session ends. To add more elements, click on "Add Element," then save your configuration.
Step 2: Removing Live Chat
If you want to want to remove live chat from your website, go to the website settings and click "Remove Website."
Step 3: Managing Customer Messages
After configuring your settings, go to your inbox to view customer messages. Here, you'll see all incoming messages and detailed customer information.
On the right side of the interface, you'll see the following options:
Assigned Member:
If you want to assign a specific team member to handle certain conversations, you can do so here.
More Options:
This section allows you to view additional customer information.
Private Note:
Add specific notes related to a customer that are only visible to your team.
Segment Conversation:
If you want to categorize a customer for a specific segment or contact list, add them here for future communication.
Recent Page View:
See which pages the customer has recently viewed on your website. This can help you adjust your responses based on their browsing activity.
Your chat behavior can be efficiently handled with these steps, making your customers' journey smooth and trouble-free.
