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Conversations

Conversations tab lets you see the listing of chats with their status (Open, Answered, or Closed). Team members can respond to chat queries. If customer identification was selected, Link2Chat will provide system messages about the customer as a part of the conversation flow.

Conversation tools

Both browser and progressive web application subscriber interface include the same tools to manage a conversation:

From the Team Member's view the conversation thread is enhanced by system messages about the visitor's actions and whether their record is found in your Act! database.
'+' icon in front of data entry box will allow the teem member to add readily prepared answers. These answers are prepared in the Templates section, and classified with tags to ensure easy retrieval.
Status dropdown in the top left corner allows you to change the status of conversation such as by closing and reopening, or, in team edition allows the administrator to assign the conversation to one of the team members.
Search icon lets you locate words or phrases of interest in the conversation
Write transcript to history icon lets you update Contact's history in Act! with the transcript. (If you know you want to do this every time, you can instead go to Settings and check Automatically write transcript to history when conversation is closed.)
Download a transcript icon lets you download a text file with the transcript
Email transcript to participants icon lets you forward the transcript in email (Please ensure that you have provided and tested email credentials in Outgoing Mail in your Workspace Settings to use this feature) If you know that you want to do this every time, you can instead go to Settings and check Automatically email transcript to participants when conversation is closed.
Schedule follow-up appointment icon allows you book a follow-up activity with the customer in Act!

Additionally, when a conversation is closed, a pop-up window will open, with the following options:

Record chat transcript to Act! History
Email chat transcript to the contact (Please ensure that you have provided and tested email credentials in Outgoing Mail in your Workspace Settings to use this feature)
Schedule a follow up in Act!

Channels

Channels tab holds a listing of existing channels and gives you quick access to channel's standalone URL, to embed code that can be entered into your website's content management system, and to editing and deleting of channels.

Departments

Departments is a section of Team Edition Link2Chat which allows you to create a single list of your organizational departments. In this tab you will also identify which Linktivity Workspace members belong to which department. Later, when you create a new team edition chat channel, you will be provided with a check box list of departments that can engage with the channel. Once a visitor opens the channel, they will be asked to select the department they wish to chat with, based on the admin checkbox settings.

Templates

Templates are quick answers/responses to common queries. If certain questions come up regularly, you may simply decide to create a ready answer to avoid having your team members type the same answer over and over again. Giving the templates a clear heading will allow you to recognize these answers when you are participating in a chat. If you have a number of frequently asked questions or their variations, you should also assign tags to them to allow sorting by categories of responses. For example you can create a tag called 'Hours', which will be applied to all ready responses relating to work and holiday hours. The best practice is to click the dropdown list of the tags already in place and only create a new tag if the existing ones are not satisfactory.

Once the templates are created, they will be accessible to team members from '+' sign in front of chat input box. The team member will be able to sort the existing responses by assigned tags, or to search them.

Settings

If you know that you always want to email transcripts and Record them in the Contacts' Act! history, you can simply check off these preferences in the Settings