Welcome to Grata!
We’ve prepared a checklist of best practices for getting setup and getting the best value from your Grata console.
Grata does not install any software on your machines. Grata’s web console works through your web browser. We develop and test primarily in the latest version of Google Chrome, though you can also use the latest versions of Firefox, Edge, and other modern browsers.
When you register a new Grata account on grata.co or grata.cn, by default your account is homed on servers in China. This is important if your business needs to comply with China CyberSecurity Law. If you are primarily operating a service for non-China markets, or if you intend to connect a Facebook page, Grata can home your account on a non-China server. Note that if you decide to setup your Grata account on a non-China server, Grata cannot guarantee your agents and admin users will have reliable access from within China.
If your office network uses a proxy, VPN, firewall, MPLS, or other specialized configuration check the Network Configuration page for a complete list of URLs and IP addresses to properly configure your network for Grata. Grata software uses secure websockets, which are not always enabled by default on some managed networks.
Your team will be listening out for audio notifications when a new chat starts. Additionally, your agents will likely need to be able to listen to any audio messages sent by your customers. Makes sure all workstations have appropriate speakers or headphones. If audio out is not possible at some workstations, agents can still receive browser pop-up notifications for new users and new messages.
If you want your agents to be able to send audio messages to users, make sure each workstation has an appropriate microphone.
1. Connect your Channels
Your customers need a way to message your agents. You’ll need to get at least one channel connected to Grata before you’ll see any new chat notifications in your console. Once you’ve logged into your new account, you can follow the welcome banner in the console to the admin backend. Once you’re in the admin backend, there are links at the bottom of the left-side menu to the various channels.
If you need help, check out help pages for:
How to register a WeChat Official Account
How to link your WeChat Official Accounts and Mini-Programs
How to install Grata’s web chat plug-in
How to link an SMS number
2. Add your Team
Add your service team and admin users on the Grata backend. You’ll find the Users page in the My Team section on the left-side menu. Your team will receive emails with a link to set a login password.
3. Promote your Channels
Tell your customers how easy it is to reach you. Display the QR codes for your channels on email signatures, business cards, your website, sales literature and promotional materials… everywhere. Add a prompt to your new follower greetings explaining when your service team is online and what kind of things they can help with. Add a WeChat menu button for “Live Chat”.
Grata clients generally have response times measured in a matter of seconds, but if you don’t tell your customers how good you are at service, they might assume no one is online.
Consult Grata’s detailed implementation guide for more information on setup and best practices, especially for enterprise installations.