Chats

General

In the chats tab you can see all chat rooms and open any of them to continue chat conversation. Those chat rooms are also filtered: all chats, active chats, waiting and closed by visitor:

Chats tab in the Android live chat app

1.Incoming chats are highlighted with green. All chats where  the chat request has not been accepted yet are displayed as incoming. They can be separately viewed in Incoming tab.

2.Waiting chats (which were accepted but not responded) and chats with unread messages from visitors are displayed as waiting and are highlighted with yellow. They can be separately viewed in Waiting tab

3.Waiting chats where the latest response was provided by an operator are not highlighted, this helps to understand which chats require attention and which do not.

4.All chats closed by visitor are considered as closed and are highlighted with grey. They can be separately viewed in Closed tab.

How to accept, decline and defer an incoming chat

There are three options for an incoming chat in the Android app: accept, defer or close an incoming chat:

An incoming chat in the Android app for live chat

1.You can decline an incoming chat by clicking this button. The chat room will disappear in this case

2.You can defer an incoming chat by clicking this button. In this case the chat will be accepted but you will not switch to the chat room and will be able to continue your tasks without interruption

3.You can accept an incoming chat by clicking this button. In this case the chat will be accepted and you will switch to the chat room to continue chatting with a visitor.

For each chat room on the chats tab you can perform two actions: Show the chat room or end chat.

Chatting process

After accepting the chat you will be directed to the chat room where you can chat with your visitor in private visitor-to-operator environment:

Texting in the Android app for live chat

How to use Canned Responses

You can use canned responses and paste them during your chat conversation:

Canned responses in the Android app for live chat menu

To send a predefined response during your chat session, please do the following:

1.Click right menu and choose "Canned Responses" option

How to send canned response

2.Choose your predefined response from the list

Predefined responses list

3.Send the response or insert it to your chat conversation. You can edit inserted response

Sending predefined response