Start a conversation
After you install the chat widget on your site, a chat portal will appear in the lower right corner of the site, where visitors can initiate a conversation.
When a visitor initiates a conversation, the system automatically allocates the chat to the corresponding customer service according to the current conversation limit of each customer service. The chat will appear under Queuing in the chat panel when the assignment fails. A successful assignment appears under the Pending Reply category.
You can pick up a conversation in the queue or interact with visitors in the conversation assigned to you by the system.
To reply to a visitor's message, just type your message in the conversation window and hit the send button or hit the Enter key on the keyboard. You can click the icon above the input box to send expressions, pictures, videos and files, and use the recommended reply and translation while writing.
Visitor information and conversation information
You can see visitor information and conversation information in the upper right corner of the conversation panel. The visitor information displays the visitor's name, email address, phone number, ID, access trace, browser version, operating system, IP address, and other information. The conversation title, Initiation Time, reception time, ID, visitor ID, and customer service information are displayed in the conversation information.
Invite agent
As an administrator, you are the manager of the current project and the first customer service. You can invite other customer service. To invite other agents, go to the team page:
Then click the Invite agents button:
After clicking, a pop-up window will open. You need to enter the mailbox of the new customer service. You can enter up to 10 mailboxes at a time. After entering the mailbox, click the invite button and the system will send an email to the new customer service.
The invited mailbox will receive a confirmation email, and the new agent will click the Join Team button in the email to join your team. After joining can passhttps://chat.twt.comLog in to access the system.
How to mark a conversation as pending
At any time, if you need to leave temporarily or the current conversation needs time-consuming processing, you can press the following operation: After inputting the content, click the icon marked as processing in the lower right corner of the conversation input box. When the icon is lit and a message is sent, the conversation will automatically be categorized under Pending.
After completing the above operations, you can first deal with other matters. After the subsequent processing is completed, find the conversation in the pending classification and send any message, the system will automatically remove it from the pending classification list and transfer it to the pending reply classification.
How to join another agent's conversation
You can also join other customer service agents' conversations. Under the "Pending" and "Replied" category lists, you can view the chat records of other customer service agents. After selecting the conversation you need to join, click "Join Conversation". Once you join, it will be regarded as having joined the conversation, and you will become the serving customer service agent for that conversation.
Change avatar
You can upload your avatar in the lower left corner of your profile＞ my account
After entering my account page, you can see the option to upload your avatar and modify your other information. It should be noted that the mailbox and the project cannot be modified.
Switch away
When you feel that your work for the day is completed, you can change your status from "Online" to "Away". After switching to "Away", new conversations from visitors will not be assigned to you. You can click on the avatar at the bottom left corner of the panel; upon clicking, a personal profile pop-up window will appear, where you can change your online status or log out of your account.
Switch working language
You can click on the avatar in the lower left corner. After clicking, you can see the personal information pop-up window, where you can change the working language. Currently, three languages are supported: English, Simplified Chinese, and Traditional Chinese.
Change password
You can click on the avatar in the lower left corner. After clicking, you can see the personal data pop-up window, in which you can change the password. Changing the password will require you to enter the old password and the new password. After the modification is successful, the system will automatically exit the login and jump to the login page. You need to log in again to continue the operation.
