Managing Chats in Grata

 
Once you’ve setup your console the first time, you’ll be ready to receive a chat.
 

Claiming a new chat

When a new chat is sent to your console, you should:

  • hear an audio notification,
  • see a red counter of waiting customers on the Next Customer button, and
  • if you’re not in the console window, a pop-up browser notification from Chrome.

New Chat Notification

Click the Next Customer button to claim the next available chat. If you have multiple waiting customers, you can click the waiting list to choose which customer to claim. Only one agent can claim a new chat.
 

Send initial reply

One of the most crucial service goals is to get a quick first reply to the user. You want your customers to know that you are “on it” and that they can relax and put their phone down. If your organization has setup online/offline auto-replies, your user will have already received a reply to their first message letting them know if agents are online and to expect immediate assistance.
 
Your next message is meant to let them know a real person is taking care of their concern, and hopefully which specific person. For WeChat, we recommend using personalized Agent IDs so this is very clear to the user. The combination of immediate online agent auto-reply and your first greeting will look like this to your user:

Initial Response

Get context

Once you’ve gotten out an initial reply to the user, take a moment to orient yourself with whatever contextual data is available:

New Conversation

In particular, take note of:
 

  • User’s name

    The active field in blue below is editable. It will show your customer’s channel (in this case, WeChat) username unless it has already been edited with their real name. In any case, the channel username is preserved in the channel field (red box) below the user’s email address. Note that WeChat usernames are not unique and can be changed by the user at any time.
    Username

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  • Any tags or comments in the user’s profile

    Decide as an organization what kind of tags and comments you want to make for customers that will help you deliver better service. Get in the habit of quickly reviewing these profile details at the start of conversations so you don’t miss any details or make your customer repeat information.

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  • User’s location (if available)

    For web chat users, this location is an approximate location based on the user’s IP address, if known. For WeChat users, a GPS location is only available for Verified Service Accounts that have activated the feature and whose users opt-in to share their location. (For help setting up WeChat location sharing, look at the last section of How to Link WeChat to Grata.)

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  • Any relevant conversation history

    All conversation history for the user is preserved in the console. If the user recently chatted with your organization it may be helpful to quickly scroll up and review history so you can deliver more relevant service and customers don’t have to repeat themselves.

 

Servicing a conversation

You have a number of different options on how best to reply to a user, and you will likely use several different mediums in the course of a conversation, depending on the situation.
 

  • Text

    The simplest method to reply is simply to type your response. Hit Enter to send your message or Shift+Enter to enter a line break.

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  • Quick Replies

    Your organization can prepare and store multilingual text for frequently-asked questions. Your most common reply should be stored as the Default option for easy access. Other replies can be organized by category for easy look up.

    Quick RepliesQuick replies will display in the language of the console, but will change to the user’s language (if available) when you select it before sending.

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  • Push-to-talk

    As long as you have a working microphone enabled, you can hold down on the microphone icon to record a message. Move the mouse away from the button to cancel.
    Screen Shot 2015-08-25 at 12.25.43 PM
    If you don’t see the red bar moving up and down with your voice, your microphone may not be working properly. Make sure it is enabled in the browser. You should see this icon:
    Browser Microphone Permissions

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  • Images

    You can add an image to a conversation by clicking the upload button:
    Image Upload Button
    Or simply drag-and-drop in image anywhere in the console. Actually, anywhere except the chat box, as it can’t support this feature just yet.
    Drag-and-Drop Image Files
    After adding your image to the console you will see a preview in the chat box. Click send to confirm, or reset to cancel.

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  • Cards

    Your organization may use cards to share content with your customers. Cards contain a title, image, teaser text, and link to more content. Cards can be multilingual – selected according to the user’s language – and multiple cards can be sent in one message (up to ten cards at one time).
    Cards in WeChat
    Simply drag-and-drop one or more cards into the chat box and click send:

    Drag-and-Drop Card
    Cards are managed in the Grata Admin Panel.

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Transfers

Transfers in Grata are more actually adding another agent to the conversation, the transferring agent can remain in the chat if needed. In any active chat, you can click on an agent name to send them a “transfer” request. You will see a spinner while the transfer request is pending:

Pending Transfer Request

The other agent will see and hear a new chat notification in their browser as well as this pop-up window:

Transfer Request Pop-up

If the other agent accepts you will see a green “OK” message next to the agent’s name. If agent rejects the transfer you will see a red “No”. When more than one agent is in a conversation you will see a banner over the top of the chat like this:

Multiple Agents in Chat
Closing a conversation

When you have finished a chat with a customer and have confirmed that she needs no further assistance, click the “X” at the top right of the chat panel to close the conversation.

We recommend getting in the habit of closing chats after the conversation has come to a conclusion. If you leave your workstation without signing-out or closing your computer, that chat session will still be assigned to you, meaning any new messages from the user will only go to you. If you close the session and the user messages again, the default Grata behavior is to first notify you again so the user can speak with the same agent, if online and available. After giving you a chance to claim the chat again, Grata will then notify other agents.
 

Opening a past conversation

If you would like to re-open a chat you had with a previous agent, you can click on their name in the History section of the console side bar. History includes all of your chats for the previous twenty-four hours.
 
If you need to access an older chat you can click on More Chats to open all previous chats across your entire organization. Keep in mind that WeChat chat sessions are only open for forty-eight hours from the time your customer sent you their last message.
 
You must use the exact name when searching for a user. Click the name to open the chat session in your console.

Console Chat History