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Webchat

Web chat is the chat window on your company's website. When a visitor starts a chat, it reaches you through a web chat queue and you answer it in real time, right in Daktela. To receive web chats, you need to be Ready and logged in to a web chat queue β€” you don't need a phone device.

Answer an Incoming Web Chat

When a web chat is offered to you, a notification appears in a black rectangle in the top right corner. You may also hear a notification sound. The notification displays:

  • the customer's details. Click their name or account to open their CRM details.
  • the name of the queue and how long the customer has been waiting in it.
  • how long ago you received the notification.

Click Accept or Reject. You may see a white button next to Reject: it opens a web page your administrator has set up.

Warning

You may have only a limited time to answer the web chat. If you reject it or don't answer in time, you may be put on the Inactive pause automatically β€” see Pauses.

Notice the Waiting Activity Badge?

You may be able to answer a web chat even if you don't get a notification β€” for example because you are logged out of its queue, or because the chat is being offered to a colleague. Click the Waiting activities button in the sidebar. Click Accept to answer the web chat.

Web Chat Details

When you accept a web chat, it opens in a new activity tab, labelled with the name or details the customer entered when starting the chat. Click the web chat tab to see the chat details. Click it again to return to the previous screen (for example the Dashboard). When a new message arrives in the chat, the tab flashes red and white. You may also hear a notification sound.

Info

The web chat detail screen may contain different widgets, set up in a different order for each queue. The Web chat widget is the only mandatory one.

Web Chat Widget

The Web chat widget header displays the queue number, the queue name and the customer's name. The top part of the widget contains the chat and event history; the chat controls are below it.

Web chat widget with numbered controls for the message field, templates, emoji, files, send, history, status, important flag, assistance, invite, transfer, external URL and close

  1. Type your message in the field. To send it, click Send (5) or press Enter. Press Shift+Enter to start a new line.
  2. Open a dropdown menu and select a template to insert.
  3. Open the emoji picker and click an emoji to insert it.
  4. Select files to send to the customer, or drag and drop files into the grey area around the Select files button.
  5. Send the message. You can also press Enter.
  6. Load older messages from earlier chats with this contact. Only appears if there is any history.
  7. Select a status. If the queue offers statuses, you must select one before you can close the web chat.
  8. Mark the web chat as important.
  9. Ask for assistance.
  10. Invite another agent to the web chat.
  11. Transfer the web chat to another agent.
  12. Open an external URL.
  13. Close the web chat tab. You are disconnected from the customer.

Tip

If you are not looking at the activity, a toast notification can remind you that it is still open. Depending on your queue, the reminder appears either some time after the customer's first message, or for every new message in the chat.

Web chats can't be postponed β€” finish each chat while the customer is there.

Transfer a Web Chat

Transferring hands the chat over to a colleague or a queue; you leave the conversation. Chats have one transfer type β€” there is no blind or assisted choice as there is for calls.

  1. In the Web chat widget, click Transfer. The Transfer activity window opens.
  2. Select where to transfer the web chat β€” a specific person or a queue.
  3. Click Transfer.
  4. The web chat leaves your screen and the customer is transferred.

User availability and chat routing

  • If you transfer a web chat to a user who is unavailable, the web chat goes back to the queue and is offered to other available agents.
  • If a web chat is routed directly to a user who is currently unavailable, the web chat activity ends (is terminated).

Invite Another Agent to a Web Chat

Inviting adds a colleague to the chat while you stay in it.

  1. In the Web chat widget, click Invite. The Invite to activity window opens.
  2. Select who to invite to the web chat β€” a specific person or a queue.
  3. Click Invite.
  4. You and the agent you invited now both chat with the customer.
  5. When one of you closes the chat, the customer sees a notification but carries on chatting with the other agent.

For administrators

The chat window, its working hours and what visitors see when no agent is available are set up in Set Up Web Chat. The automatic Inactive pause is the queue setting Automatic Pause, and the widgets beside the chat come from the queue's widget scheme.

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