Who on your team gets a chat conversation
Everyone at once, in order or round robin.
In the Chat on your website tab, in the “When the team replies - who on the team gets the conversation” section:
- Everyone at once (default) - a new conversation rings for everyone, and whoever replies first handles it.
- In order - the conversation goes to the first available person in the queue from the Agents tab.
- Round robin - conversations go to one person after another in turn.
Only people who have the dashboard open and “chat” turned on in the Agents tab get conversations. If none of the selected people has the dashboard open, everyone sees the conversation.
The “Online / Offline” status at the top of the menu turns only the chat on and off. Phones keep ringing according to the settings in Agents.
The customer left the website - they get your reply by email
If you reply in the chat and the customer has already closed the page, after 2 minutes they get your reply by email - as long as we know their email (they gave it in the chat or are logged in on your website). The email comes on behalf of your company, with a link that opens the chat with the same conversation.
The customer can reply right away - the link opens your website with the chat and the same conversation, even on another device. The conversation continues only in the chat - there is no need (and no way) to reply to the email.