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Support

Answer a live chat

A live chat is a visitor on your website, or a customer in the client portal, who asked to talk to a person. The Live Chat screen shows who is waiting, the conversations you hold, and the ones that ended.

Where

Support & Knowledge › Live Chat

Who

Anyone allowed to answer live chats.

Be ready to be asked

1
Press Live Chat on the top bar and choose Available. While you are Away, nobody is sent to you.
2
The number on Live Chat counts the visitors waiting and the new messages in your own chats, so you see them from any screen. A short sound plays when one arrives.

Take a conversation and answer it

1
Open Waiting and press a conversation in the list.
2
Press Take it. The conversation moves to Mine, and the visitor reads that you joined.
3
Write in the box and press Enter to send. For a new line, hold Shift while you press Enter.
4
Mine shows how many new messages are waiting in your conversations.
Live Chat: the conversations and the one that is open

What you can do with it

ButtonWhat it does
TransferPasses the conversation to a colleague who is Available.
Make a leadKeeps the visitor as a lead, with the conversation on it.
Make a ticketOpens a ticket from the conversation, so the answer can follow later.
CloseEnds the conversation. The visitor reads that it ended.
Take overFor who looks after Support: answers a conversation a colleague holds.
Live Chat: the conversations that wait
Live Chat: the closed conversations
When nobody takes a conversation in time, Flowrica asks the visitor for their name and a way back, and makes a lead.
Next: Open and answer a ticket