How to Chat with Your Website Visitors Using Pingstreams

Pingstreams Chat: Features

This section describes the basics of how to chat with your website visitors using Pingstreams.

Joining a Chat

To start chatting with a visitor, click the Monitor section on the Dashboard left sidebar and pick a conversation you’re interested in. Click on the Join To Chat button and then click on the Open the Chat button to start chatting with the user. The right sidebar shows the essential information about the selected conversation.

Once opened, you’ll see your conversation in our Chat section, which will make it easier for you to have an overview of your existing chats in the left sidebar. While chatting, you’ll be able to:

• Add images and files
• Send emojis to your customer
• Add tags to your conversation
• Use canned responses for speedier support

Ending a Chat

To close requests, use the “X” button in the right sidebar.

Left Sidebar Menu Features

With the left sidebar menu you can:

• Start a new chat with a simple search field
• View the history of closed conversations
• Access your profile settings

Reassign a Chat

If a conversation hasn’t been assigned to any agent (most likely because they’re all unavailable) or has been assigned to the wrong agent, you can manage it by clicking on said conversation.

To Transfer a Chat to an Agent

1. Select Reassign option from the dropdown menu
2. Select an agent from the window
3. Click Reassign button

You can chat with other agents either by adding them to an existing conversation with a visitor or in a separate chat without any visitors. Note that agents cannot share files when chatting with other agents. However, they can add internal notes.

Adding Another Teammate to the Chat

To add another agent to a chat with a visitor:

1. Select Add Teammate from the dropdown menu

2. After that, select the teammate to invite in the conversation and click on the “Assign to” link

3. To leave the chat and have the other agent take over, click Leave

Best Practices

• Respond promptly to incoming chats for better customer satisfaction
• Use canned responses for frequently asked questions to save time
• Add relevant tags to conversations for better organization and reporting
• Collaborate with teammates using internal notes and chat assignments
• Monitor your availability status to ensure proper chat distribution

For any feedback or issues, feel free to reach out to our support team.

For more information about Pingstreams and our customer engagement platform, visit Pingstreams.com 🚀