Managing Chats in the Grata Console

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

Be ready for incoming chats

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 Chat button, and
  • if you’re not in the console window, a pop-up browser notification from Chrome.

 
Click the Next Chat button to claim the next available chat. When you have a user waiting, you’ll see a button beside the Next Chat to view a list of who is waiting. The wait list view provides more context and allows you to select a specific user to claim next. Only one agent can claim a new chat.
 

 
By default the wait list is sorted in order of who has been waiting the longest. One situation in which you may wish to reverse sorting is, if your organization does not offer 24/7 support, at the start of your organization’s first daily shift. Users who have messaged, for example, overnight and already received an offline greeting letting them know not to expect a quick reply, are not as urgent as users who message during your online hours and receive your online reply letting them know you’ll be right with them. If you have dozens of offline waiting users at the start of the shift, consider reversing the sort order until you’ve caught up with the overnight back log.
 

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 for WeChat or Facebook, your user will have already received a reply to their first message letting them know that 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 or role-based 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:
 

 
In particular, take note of:
 

User’s name

The active field below in blue is editable. By default it will show your the username from the customer’s channel (eg. WeChat or Facebook). If you choose to edit the user’s name, the channel username is preserved next to the channel name (red box). Note that WeChat usernames are not unique and can be changed by the user at any time. If you are using multiple WeChat or Facebook accounts, the nickname of the Account is displayed in parentheses after the channel name.
 
Grata Console Username
 

Tags, notes, or comments

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.
 

User’s location (if available)

For WeChat users, a GPS location is only available for Verified Service Accounts that have activated the feature and when 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.)
 
For web chat users, this location is an approximate location based on the user’s IP address, if known. If the user is using a proxy or VPN, this location will be the location of their server, not the user’s actual location, so be careful assuming too much from a web chat user’s location. You will not see location information for Facebook or SMS users.
 
You can choose either Google or AutoNavi maps from the menu. Google Maps are in English and Chinese and have global coverage, but are blocked in China. AutoNavi maps are not blocked in China, but only support Chinese language and have limited detail for locations outside of China.
 
User's Location in Grata
 

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 may 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 for a line break.
 

Quick Replies

Your organization can prepare and store multilingual text for frequently-asked questions, organized by topics. Hover your mouse over a topic to reveal a list of stored replies. Hover over an individual reply to reveal the full text of the message. Click on a highlighted reply to load the stored text in your text editor. Double-click on the All button to load your organizations default reply. Double-click on any other topic to load the first reply for that subject.
 

 
A preview of the Quick Reply text will display in the language of your console, but will change to the customer’s language (if the reply is available in that language) when you click on the reply to add it to to the text editor before sending. If you have a situation where the customer engages in a chat in a language different than their WeChat language, you can change the content language for that user by clicking on the language flag:
 

 

Push-to-talk

As long as you have a working microphone and have enabled the browser permission for audio, you can hold down on the microphone icon to record a message. Move the mouse away from the icon to cancel.
 

 
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 and then reload your console. You should see the video icon below, or click on the Secure button next to the browser URL to enable the microphone permission.
 

Browser Microphone Permissions
Microphone has permission Click on the “Secure” button to manage permissions later

 

Images

You can add a JPG or PNG image up to 2MB to a conversation by clicking the folder icon, selecting a file, and then hitting send:
 

 
Or simply drag-and-drop an image over the chat window. The drop area is highlighted for you when dragging an image into the console.
 

 
After adding your image to the console you will see a preview in the chat box. Click send to confirm, or click clear to remove the image.
 

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 eight cards at one time).
 

WeChat Facebook Messenger

 
Simply drag-and-drop one or more cards into the chat box and click send. You can also click a card once to preview the card text and open the link. Click Add from the preview window to add the card to your chat editor.
 

 
Cards are managed in the Grata Admin Panel.
 

Adding another agent to a chat

You can add another agent to a chat in Grata, meaning more than one agent can be in a chat at the same time. In any active chat, you can hover over an agent’s name and then click on the “+” icon to send them a chat request. You will see a spinner while the transfer request is pending:
 

 
Click to confirm and then the other agent will see and hear a new chat notification in their browser as well as this pop-up window:
 

 
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:
 

 

Forward a user

Forwarding a user closes your chat and sends the user back to the waitlist queue. If you accidentally claim a chat, or realize you’re not the best agent to answer, click the forward icon in the top right.
 

If you just want to send the user back to the queue for all agents, you can simply click the Forward button at the bottom and ignore the other options.
 
There are several optional parameters you can when forwarding a user. The first option is to select a specific group of agents to receive your forward. Your organization will need to setup routing groups (eg. for sales and customer service teams) on the Grata backend to use this feature. After forwarding, the user will first be sent to only those agents and the name of the routing group will appear next to the user’s name in the waiting list drop-down menu view.
 

 
The second option allows you to schedule a later time to send the user back to the queue so you can use the waitlist to set a reminder for your team. If you’re going to send a user later, we recommend you add additional context for other agents by designating a type in the third option below, such as “Reminder”. It will likely be helpful to add a note as well. When that user comes back to the waiting list they will appear with the appropriate icon next to their avatar and your message will display in the waitlist,
 

as well as be copied to the chat thread.

 

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.
 
If your organization is tracking chat types, you’ll see a pop-up asking you to note the chat type and whether or not to send a customer satisfaction survey. You’ll be required to select a chat type to close the chat, you can decide whether or not to send the survey. Surveys are currently only supported in WeChat.
 

 
We recommend getting in the habit of closing chats after the conversation has come to a natural 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. Your admin can setup your Grata account rules to route back to the customer’s previous agent first. After giving the previous agent 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 customer, 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. You can search by username across the last 2,000 users or by tag across your entire database. Click the user to open the chat session in your console.
 

 
Keep in mind when opening previous users that WeChat customer service sessions are only open for forty-eight hours from the time your customer sent you their last message. Your customer will not receive any messages from you if that session has expired and Grata will display in error message in the console. Facebook has a slightly different “24+1” policy, meaning you can message freely within 24 hours from the last message the user sent you, and outside of that window, you are able to send just one message to try to restart the conversation.