Reply to visitors

The Live chat menu gathers the conversations of your websites’ visitors: the list on the left, the conversation in the middle, and what is known about the visitor on the right.

Depending on your plan Menu › Live chat All members; a viewer reads without replying; a Support seat only reaches live chat Try it in the demo

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1. 1Statuses
2. 2Filters
3. 3A conversation
4. 4Assigned to
5. 5An internal note
6. 6Reply or Internal note
7. 7Atlas' draft
8. 8Choices
9. 9Undo window
10. 10The visitor and their record

Hover a number to locate the area. Click the screenshot to enlarge it.

Close

The conversation list

• Statuses: Open, Pending (where Atlas answers), Snoozed and Resolved.
• Filters: All, Mine or Unassigned, and a category.
• Each row shows the last message, unread messages, the category detected by Verdict (Sales, Support, Billing, Other, Spam), the assignee, or Atlas answering.

Take over from Atlas

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1. 1Pending
2. 2Take over
3. 3Create contact

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Close

When Atlas answers a visitor, the conversation is Pending. Take over stops it and moves the conversation to Open. Sending a reply on a pending conversation does the same. What Atlas does for each category is set in Atlas in the chat.

At the top of the conversation, Assigned to gives it to a member, and the status snoozes or resolves it.

Reply

1. Write in Reply. Enter sends, Shift + Enter adds a new line.
2. During the undo window, the message waits with Undo and Send now. The window is set with the button next to Send: none, 10 s, 30 s (default) or 60 s. It is a personal setting.
3. Your reply goes out under your name. A message that could not go out shows Not sent, with Send again.

Internal note writes a note only the team sees, framed with a dotted border in the conversation.

Atlas' draft

When the visitor is waiting for an answer, Atlas prepares a grey draft in the composer: Tab accepts it, Esc dismisses it. It suggests one when it is on, for categories set to Answers alone or Draft, once the team has taken over. Select a passage of your text to ask Atlas to fix it, as in the e-mail window.

Offer choices or slots

Close

Choices sends a question the visitor answers with one click, and their answer shows in the conversation.

• My next slots shows the visitor the free slots of your calendar; their click books the meeting and sends them the invitation. If they have not given their e-mail, the chat asks for it first. The Time slots suggested by Atlas option must be on in Settings › Calendar and meetings › Booking.
• New template saves a reusable question: answer buttons (2 to 8) or meeting slots of a chosen type. An answer can be saved in a text field of the contact with the same e-mail. A template is shared with the team by default; only its author edits it.

The visitor and their record

The right column shows the linked contact (Open record), the page they are on, their city, language and browser, and their journey if they agreed (pages seen, where they came from, number of visits).

• A visitor who gives an e-mail unknown to the CRM becomes a contact, without an owner, with the creation source “chat”.
• Create contact adds at once a visitor who is not in the CRM yet, even without an e-mail. You become its owner, and it is linked to the conversation.

Tip

Atlas also reads and answers conversations from its panel: ask it, for example, to summarize the unassigned conversations. It asks you to confirm before sending a reply.