Handling Inbound Web Chat in Sharpen Q
- Josh Daugherty (Deactivated)
The Basics
When you receive an inbound web chat, it would be easy to mistake it for an SMS/MMS interaction. In addition to the changes we will outline below, the biggest distinction is the purple theme instead of blue within the Messages window.
When a customer clicks on the chat icon embedded on your website, they’ll fill in some basic information. Because of this step, Chat interactions have excellent versatility in terms of communication options. You can initiate a Call, switch to SMS, and Email the customer based on this information.
Additional Details
Use the Place Call button to transition from a chat/message interaction to a phone interaction.
Use the Email tab to send an email to the customer. This can happen during or after the interaction.
The current web page and browser information lets you see exactly which page the customer is viewing, as well as browser information. This information can really help with troubleshooting.
Search for and insert templates along the right-hand side of the screen. Templates are text responses that can be personalized with specific fields.
The chat/SMS switch allows you to send an SMS/MMS to the customer's cell, enabling multimedia messages to be sent. When the switch is flipped to SMS, the color theme shits from purple (chat) to blue (SMS).
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