LL - All about chat
People who visit our websites have the ability to view our public help desk and connect with you via chat.
To make yourself Available for a chat, click on your initials (or picture if you have one uploaded) in the upper right-hand corner.
Customers who start a chat with us click on this logo on the website
When they do, a pop-up window will appear where they will first be directed to search our help desk articles
When they click on Ask, they can use this to compose an email or chat with an available person
It asks them to provide info about how we can help, and their email address so an email transcript can be sent after you’re done (and so you know who you are talking to, of course).
You will see a notification at the top of your Help Scout mailbox, no matter where in Help Scout you are. Click on View to enter the chat.
OR go into the Chats queue in the Vitalifi mailbox
The customer interface shows them who they are speaking with, and your standard chat features such as when the agent is typing and the ability to add a photo.
If they are a current customer, you will see their order and support history just like you do in regular email tickets.
After the customer hits End chat, they automatically receive an email transcript at the email address they provided when they started their chat request.
When you click into a brand new chat, you will need to hit the green Accept Chat button or type a response.
The Smile logo is emojis. Please do not use too many emojis even if the customer does. 1 per conversation is enough.
The three dots will give you a few action item options.
End Chat does precisely what you think it does. If you end the chat here before the customer hits end chat on their end, they will have to start a new request.
Insert a Docs Link will allow you to add a link to a specific article published to the public help desk. Never ever give out any article link that begins with LL -.
Attach a File will let you add a screenshot or photo to the chat. The customer might need to use this feature if they have a billing concern. You might need to use this if someone is asking for a COA for vitacell or heavy metals report for vitaomega.
Saved reply will let you respond with any of the replies that are in help scout you currently use for email responses.
Private note will let you add a note to the chat like you can currently do for email responses. The customer does not see this note, and it will not be included in the transcript they receive.
In the reply area, you can also type / to bring up a menu of the same available action items
When you click to add a note, you will see the yellow note area where you can type what you need.
When you are done with adding your note, click on the three dots and select Public reply to go back to the chat response
When you are adding a saved response, you can search for the one you're looking for. Click on it to apply it to your response and you can edit as needed before sending.
When you're looking for a help desk document link to send someone, you can search for the one you want. These have keywords pre-built to help you locate the one you need.
If you click on All collections, you can narrow down your options.
After you apply the link to the chat and send, it shows the link and a preview of the article.
The customer sees the same.
After the customer ends the chat on their end, you will see an End Chat button to click to wrap things up on your side. The customer has already received an email transcript at this point.
You will then have a chance to add a final summary
You can reassign the chat to another Available agent, and add tags
