Answering live chats
The ring, Accept, the Live chats page, replying, ending a chat, your name in chats and the Closed list.
When a visitor asks for a person, everyone on your team with Aijency open hears a ring and sees a card with Accept. The first person to accept joins the chat and your Aijent stops replying. You reply from Live chats, see when the visitor is typing, and click End chat when you are done. Live chats has three lists: Waiting for someone, In progress and Closed, which keeps the last seven days.
This is the team side of Live Human Handover. It assumes at least one of your Aijents is set to Live Human Handover on its Escalation tab. Chats only come to your team when a visitor asks for a person.
The ring
When a visitor asks for a person, everyone on your team with Aijency open hears it, on any page of the dashboard:
- A chime, repeated every few seconds until somebody answers.
- A card in the top right corner saying Wants to talk, with the visitor's name and what they were after.
- The browser tab's title starts with a dot and "Wants to talk", so you notice it even in another tab.
- A desktop alert, if you have turned desktop alerts on.
On the card:
- Accept joins the chat and opens it. The first person to accept gets it.
- Not now puts it aside for you. The ring carries on for everyone else.
The ring keeps time in a background tab too, so you can leave Aijency open behind your other work.
Desktop alerts
Live chats has a Turn on desktop alerts button. Turn it on and your computer shows an alert when a visitor wants to talk, even when Aijency is in another tab. Your browser asks you to allow it the first time.
The Live chats page
Live chats is in your dashboard menu once an Aijent is set to Live Human Handover. It has three lists:
- Waiting for someone: visitors who asked for a person and nobody has joined yet.
- In progress: chats a person from your team has joined.
- Closed: chats that have finished in the last seven days.
Click any chat to open it beside the list. You see the whole conversation so far, the visitor's name, email and phone number, and who on your team is handling it.
Joining from the list
A waiting chat has a Take over button. It works like Accept: the chat becomes yours and your Aijent stops replying.
If somebody else is already handling a chat, you see their name, and you can still take it over with Take this chat over. Use that when a colleague has to step away, and tell them first.
If nobody accepted in time and the visitor was offered a callback, you can still join in case they are there. After about ten minutes the chat moves to Closed, but you can still open it there and take over, for up to 12 hours since the conversation was last active. After that you cannot join, and the visitor waits for the callback.
Replying
Once a chat is yours:
- Type and press Enter to send. Shift and Enter starts a new line.
- The visitor sees you typing, and you see three dots while they type.
- Above the reply box you can see whether the visitor is still in the chat.
If the visitor has left the chat window, you can still reply. Anything you send while they are away is emailed to them once you have sent nothing for at least two minutes, gathered into one email rather than one per message.
Ending a chat
Click End chat when you are done. The visitor sees that you have ended the chat, and they are emailed a copy of the whole conversation, unless they were already sent one when nobody accepted in time.
A chat nobody has written in for 30 minutes ends on its own, in the same way.
The conversation, including the part with your team, also appears in analytics and in the note sent to your CRM. On Aijent Relay it appears in your conversations inbox.
Your name in chats
When you join, the visitor sees "(your name) has joined the chat". Your name in chats at the top of Live chats sets that name, just for you. Leave it blank to use your first name.
Use a name a visitor will read as a person. It cannot be the name of one of your Aijents, include a web address, or use words like Aijent, assistant or system.
The Closed list
Closed shows chats from the last seven days, newest first, up to 50:
- Chats somebody ended, or that ended after 30 quiet minutes.
- Visitors nobody accepted in time, from ten minutes after the ring ran out.
- Visitors who asked when nobody had Aijency open, and were offered a callback.
Open one to read it. Everyone who can see Live chats sees the whole Closed list, including anyone with a limited login.
Live Human Handover
When a visitor asks for a person, someone from your team joins the chat. How to turn it on, and what the visitor sees.
Limited access for your team
Give a teammate a login that answers visitors and reaches nothing else. Live chat only on Aijent; Conversations and live chat on Aijent Relay.