You may have the option to chat with customers to better communicate with them. Chat provides customers with a choice of channel preference. Chats can also allow you to communicate with multiple customers at the same time.
Incoming Chats
For chats, Nextiva may use AI (Artificial Intelligence), so customers may first encounter a chatbot. Often, the Chatbot will support an intelligent dialog with the customer and answer all the questions they need, and the chat never becomes “live” for you to intervene. Another scenario occurs when the chatbot does all it can do to satisfy the customer, but the customer nonetheless needs live intervention from an agent or supervisor. In this case, when the chat is routed to you, the previous dialog with the chatbot will be available for you to see when you accept the chat.
When you are available and an incoming chat is presented to you, the Chat Notification will appear in the lower, right-hand corner of your screen. The pop-up window consists of the following elements:
- The Message Icon.
- The Message itself.
- A text box for the reply to be typed in.
A timer representing the number of seconds the user has before the notification disappears. If the agent clicks in the reply box, the timer will stop, and the agent will need to dispose of the notification by closing it or sending a reply. The duration of the timer is 10 seconds.
If the user wishes to respond directly, they can click in the input field. The input will then resize, and the border will change color indicating he is in edit mode. When finished, the user will click the send button to send the message.
Accepting a Chat Offer
After accepting a chat, the active workitem control tabs will default to “chat” and show any previous dialog between the chatbot and the customer. If there was no chatbot involvement, you will see any preamble messages automatically sent to the customer and any chat form data the customer may have filled in. You may now continue the chat dialog “live.”
The chat dialog screen will appear directly in the middle of your workspace. You will see a time stamp next to each bit of dialog both from the customer and your responses. This helps you to keep track of response time so you can be diligent in engaging the customer in a timely fashion.
When a customer is typing and preparing to send you the next piece of dialog, you will see a progress indicator letting you know they are typing. This helps to avoid sending unnecessary answers or interrupting the customer whilst they are in thought and typing.
Survey
After accepting a chat workitem, you may see a user survey. User surveys are custom-built by your Administrator. For questions on filling out the user survey please speak to your supervisor or administrator.
Contacts Tab
After accepting a workitem, you can click on the “Contact” tab to show the “Mini CRM” screen. Here you can add or edit information about the customer. The contact screen provides you with the ability to get a quick look at essential customer information. This includes fields for name, address, time zone, coordinates, date of birth, and customer ID numbers or case numbers.
Depending on how your system is configured, you may be able to view the same contact information in a native, third-party CRM system that Nextiva is integrated with. The use of tabs here is to provide a short cut to that section. You can also scroll down to the section you have selected.
Notes Tab
After accepting a workitem, you can click on the “Notes” tab to reveal to see existing notes on the customer taken by other agents and you can also create a new note. Depending on your authority or class of service, you may not be able to create new notes. This note-taking capability is set by your system administrator.
Personality Insights Tab
The Personality Insights tab reveals tips on how to best interact with the customer. Insights will only appear if there has been enough historical dialog with the customer to determine personality.
Data Tab
The Data tab stores essential “snapshot” information on the customer, including name and file number (if connected to the back-end system).
Information Tab
The Information tab provides details on the workitem, including priority, queue information, and start and stop times.
History Tab
The history tab reveals a chronological timeline of interactions with the customer. On the right-hand side of the screen, you will see arrows. Clicking on an arrow corresponding to a stored work item will show more details about that item.
Selection of Timeline Events
By clicking the “down arrow” icon associated with a particular timeline item, the item detail will expand to include more information.
Events Tab
The Events tab provides information on workitems associated with the active contact, such as queue name, routing result, duration, and priority.
Chat View
You will see a chat window divided into a large upper window and a small lower window.
The upper window lets you view the entire conversation, and the bottom window enables you to send messages.
Below the lower window, you can choose to open the editor. The editor allows you to type your response in a larger window. Once you have reviewed your response, click the OK button to send the text in the editor to the lower window. You can then send the message from the lower window. Clicking on the happy face icon will open a pop-up window that allows you to send emojis.
Depending on administration configuration, you may or may not have access to Response Templates. Response Templates can be used for frequently asked questions. Instead of typing a response or looking for where the response is located, you can find the answers associated with this in the chat response library.
Transferring a Chat
Users can transfer the chat directly to another user or a different queue by selecting the transfer icon on the work item. Selecting the transfer icon opens the company directory, where the agent can choose where to transfer the work item.
Terminating a Chat
To terminate a chat, click the X and select a disposition if enabled.