Chat
In Responso, you can create a chat and embed it directly on your online store's website. Messages from the chat will be sent to your Responso inbox for convenient management.
Creating a Chat
Log in to Responso and click the "Add channel" button in the top right corner.
Select "Chat".
Click "Create".
Complete the configuration:
Name: This will be the name of your chat displayed in the list of created chats in Responso.
Welcome message: This message will be visible in the chat header.
Alignment: Choose whether the chat icon should be displayed on the left or right side of your store's view.
Vertical spacing: Define the distance of the chat icon from the bottom edge of the page (default is 25px).
List type: If you select a whitelist, the paths provided in the next step will be the subpages where the chat icon should be displayed. If you select a blacklist, the paths provided will be the subpages where the chat icon should not be displayed.
List of paths: Here you can add specific subpages where the chat icon should be displayed (for the "whitelist" type) or where it should not be visible (for the "blacklist" type).
URL to your store: This is the address of the store where you want to embed the chat.
List of agents with chat access: Specify which employees should have access to messages from this chat.
Days and hours: Select the days and hours during which the chat will be available to customers.
Timezone: Specify the time zone for which the above-mentioned hours apply. This is useful if your store operates abroad.
Behavior after hours: Decide what will happen to the chat outside the specified hours. If you select "Display message," a message created by you will be displayed. If you select "Hide chat widget," the chat icon will not be visible at all, so the customer will not be able to initiate a chat outside of the specified hours.
Message displayed on the chat after hours: If you want the chat icon to be visible after the hours specified above, enter a message here for customers informing them that the chat is currently unavailable.
Click "Create".
Your newly created chat will appear in the list under the "Chat" tab in Responso. To embed it on your store's website, click "Show code".
Click "Copy".
Paste the copied code into your website's code.
The chat icon will appear on your online store's page.
Chat Conversation
After clicking the chat icon, the customer will see a welcome message (in the header) and a short form that will allow you to identify the customer. The customer should enter their name, email address (which will be used to link the ticket to orders in BaseLinker), the subject of the message, and the message content. To send the message, they should click "Start chat".
Once the chat is started, the customer will receive a notification that they are waiting for an agent.
When an employee opens the chat message ticket, the customer will receive a notification that a specific agent has joined the chat. Opening the ticket by an agent automatically assigns that ticket to that agent.
Chat Tickets - What can you do with them?
Chat tickets look identical to other standard tickets in Responso. On the right side of the ticket view, you can see information about the ticket: its ID, creation date, date and sender of the last message in the ticket, status, priority, seller login (this is the name of the chat that was assigned to it during its creation), and the inbox to which it is assigned. From here, you can view or add tags, the assigned agent, team, watchers, or tasks related to the ticket.
Above the ticket, under the ellipsis button, you will find the options of the tasks module: you can create a task related to the ticket or view projects. Similarly to other tickets, for chat tickets, information about orders from BaseLinker is available if it was possible to find and link any orders based on the email address provided by the customer. For chat tickets, quick actions are also available: a new ticket (if you want to quickly create a new ticket as part of IMAP integration/email forwarding), closing the ticket, adding the sender to the contact list, or disabling the next autoresponder.
Automated Actions for Chat Tickets
Autoresponders, like other automated actions, can also be created for chat tickets.
To create an automated action for chat tickets, in the conditions, select Integrations - is - [chat name]. By adding additional conditions, you can specify in detail which chat tickets a given workflow should apply to - for example, by selecting a specific sentiment or context. Within the actions, you have all the possibilities available - for example, you can send an autoresponder, automatically change the status in BaseLinker (if orders are available to link) or set the priority.
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