We’ve given our UI an Ultra-Intuitive refresh to make the lives of your agents easier, and your business, more efficient. This is a preview of what the portal will look like from the evening of November 8th. Check it out below:
There are two ways to access chat. Simply log on as you normally would in the portal, and head to ‘Contact’ in the left-hand menu. Click for the dropdown, then select ‘Chat’. As an administrator, you will see two menu items here: ‘Chat’ and ‘Configure’. Select ‘Chat’.
You can also use the quick access button by selecting the icon in the top right-hand corner.
To transfer a chat, use the dropdown menu called ‘Chat actions’ in the top right of your conversation.
This is also where you can close a chat once the conversation has been brought to an end. You will have the option of a prompt for the agent to send an ‘End of Chat message’ at this stage.
To send a Broadcast, log on to the portal as you normally would. Then in the left-hand menu, select ‘Contact’ and then ‘Broadcast’. You will then have the option here to either create a new Broadcast, or view a draft or scheduled Broadcast.
We have also included reporting in the new UI. You will see live data immediately upon logging in. To see live chat data in more detail, select ‘Reports’ in the left-hand menu. Then select ‘Chat’, and ‘Live’. To view more reporting over date ranges of your choosing, select instead ‘Historical’.
If you require any assistance or need a nudge in the right direction at any stage, simply use our chat widget to contact a team member. It will be available to you in the bottom right-hand corner at all times.