This help article covers the process of responding to live chat messages.
It describes how to open a live chat message, type a response, select accounts and workflows, and add options such as images, canned responses, and emoticons to your reply.
The article also explains how to send a response and, if necessary, assign it to another user.
Step-by-step guide
- Click on a webcare message or the reply icon to open the conversation thread.
Your cursor will be placed directly in the response field so you can start typing. Above the response field, choose the account you want to respond with, optionally select a workflow for approval, or set a date to schedule your response for later. - You can add an image, PDF, canned response, or emoticon.
Please note! The following media types are allowed: jpg, jpeg, png, bmp, tiff, gif, pdf. This also applies to the user of the live chat. - Click the 'Reply' button when you are ready to send your response.
If the response needs to be forwarded to another user as well, click 'Reply and Assign.' You will then see a dropdown menu with logged-in users. After selection, the response will be posted, and the user will receive a notification and an email with the conversation. The message will also be placed under the name of the other user, allowing them to follow up.