Performing Automatically Initiated chat
Understanding Automatically Initiated Customer chat
Unlike traditional customer chat, where customers are subjected to a queue when they request a chat, automatic customer chat directs the customer to talk to the attendant the moment they request it, i.e. the moment the customer requests a chat it will be initiated automatically for the attendant, without having to pull them out of the queue.
What do you need to do?
Automatic routing is only carried out when the attendant is online on the platform and to inform the system that the attendant is online, they must carry out a Check-In when they start their activities, and then a Check-Out when they finalise their chat journey.
Carrying out Check-In and Check-Out
When the attendant accesses the ANNA WEB screen, they will notice that their telephone icon in the conversations section will be red, indicating that they are Offline. To check in and go online, follow the steps below:
- Click on the Properties icon, 3 dots, on the chat toolbar to the left of the Tinkerbell icon;
- Go to the Activity Log section. This is where you will mark your entry and exit;
- To carry out the Check-In or Check-Out, click on the Confirm icon at the end of the Comment field. The comment field is optional; in it you can state the reason why you are carrying out the check-in or check-out procedure.
Important: The Check-Out process is the same as if you were doing a Check-In.
Check out the step-by-step image 👇
Answering an Automatically Initiated Call
With the Check-In carried out, any calls that are requested will now be initiated automatically for the attendant. Whenever a call is initiated automatically, the attendant will be notified audibly and the conversation will be displayed in the list of conversations on the left-hand side of the screen.