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 will automatically assign the chat to the corresponding agents according to the current conversation limit of each agent. The chat will appear under Queuing in the chat panel when the assignment fails. A successful assignment appears under the Awaiting reply category.
You can pick up a conversation in the queuing category or interact with visitors in Conversation assigned to you by other agents.
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 and files, and use AI to Polish, recommend replies, and translate while writing.
Visitor details and Conversation details
You can see the visitor details and conversaiton details in the upper right corner of the conversation panel. The visitor details displays information such as the visitor's nickname/name/phone/email, visitor tag, visitor's access trace, browser version, operating system, and IP address.The conversation title, creation time, reception time, conversaiton rating, conversation tag, and supporting agents are displayed in the conversaiton details.
Invite agents
As an administrator, you are the manager of the current project and you can invite other agents. To invite agents, go to the Team-agents page:
Then click the Invite agents button:
After clicking, a pop-up window will be opened to select agents roles and mailboxes. 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 agent.
The invited mailbox will receive a confirmation email, and the new agent clicks 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 chat as pending
At any time, if you need to leave temporarily, or if the current chat takes time to process, you can do the following: Click the Mark Pending icon in the upper right corner of the conversation. When this icon is lit, this chat will be automatically categorized under Pending.
After completing the above operations, you can first deal with other matters. After the subsequent processing is completed, find the chat in the pending classification, click the cancel pending icon, and the system will automatically remove it from the pending classification list.
How to join another agent's conversation
You can also join other agents of the conversation. Under the list of pending and replied categories, you can view the conversations of other agents. After selecting the conversation to be joined, click Join Conversation. After joining, you will be regarded as joining the conversation. After joining, you will become the supporting agent of the conversaiton.
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 the work of the day has been completed, you can change the status from online to away, and the new conversation of the visitor after switching to leave will not be assigned to you. You can click on the avatar in the left corner of the panel. After clicking, you can see the personal data pop-up window, where you can change your online status or exit 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.
