diff --git a/content/applications/websites/livechat.rst b/content/applications/websites/livechat.rst index 738a8bc737..8786bc3ca8 100644 --- a/content/applications/websites/livechat.rst +++ b/content/applications/websites/livechat.rst @@ -261,3 +261,4 @@ When they click the link, they are redirected to a new chat window. livechat/chatbots livechat/reports livechat/participate + livechat/information diff --git a/content/applications/websites/livechat/information.rst b/content/applications/websites/livechat/information.rst new file mode 100644 index 0000000000..2e966a5f13 --- /dev/null +++ b/content/applications/websites/livechat/information.rst @@ -0,0 +1,177 @@ +================= +Information panel +================= + +The **Live Chat** information panel provides agents with the context they need to handle live chat +conversations efficiently. It gathers key information about the visitor and the conversation +history, allowing agents to respond faster and avoid repetitive messaging. + +Accessing the info panel +======================== + +To view the info panel, open a live chat conversation either in the **Discuss** app or the **Live +Chat** app. Live chat discussions in the **Discuss** app are listed on the left side panel, under +the title of the live chat channel where the conversation began. In the **Live Chat** app, +conversations can be accessed by navigating to :menuselection:`Live Chat --> Sessions --> All +Conversations`. + +The information panel appears on the right side of the conversation. Click the :icon:`fa-info` +:guilabel:`(information)` icon to toggle the info panel open or closed. + +.. image:: information/info-panel.png + :alt: The information panel for a known contact. + +Contact information +=================== + +If the live chat conversation involves a known contact, a :guilabel:`View Contact` button appears at +the top of the panel. Clicking this button opens the :doc:`contact record +<../../essentials/contacts>` for the customer, without closing the conversation. The contact record +links to the customers' sales, invoices, meetings, and previous live chat sessions. + +Status +====== + +In an active livechat conversation, the *Status* can be set to allow agents to identify +conversations that require immediate action, and inform other agents which conversations require +their expertise at any given time. + +In progress +----------- + +The *In progress* status is the default status for a conversation. This status indicates that the +customer is waiting for a response from an agent. + +.. tip:: + If a conversation is set to *Waiting for customer*, it will revert to *In progress* as soon as + the customer sends a new message. + +Waiting for customer +-------------------- + +The *Waiting for customer* status indicates that an agent has sent a message to the customer and is +waiting for a response. When this status is applied, the conversation is highlighted in yellow with +a :icon:`fa-hourglass-start` :guilabel:`(hourglass)` icon. + +.. image:: information/waiting-for-customer.png + :alt: A conversation with the waiting for customer status. + +.. important:: + The *Waiting for customer* status **must** be manually applied. + +Looking for help +---------------- + +If a conversation is marked with the status *Looking for help*, it moves from its original channel +name heading to the *Looking for help* heading, and the :icon:`fa-exclamation-circle` +:guilabel:`(exclamation circle)` icon is added. Any user with **Live Chat** permissions can view or +join these conversations, even if they are not currently active in a live chat channel. + +If a conversation with the *Looking for help* status has an :ref:`expertise ` +listed that matches the user's, the conversation is marked with a :icon:`fa-star` :guilabel:`(star)` +icon. + +.. image:: information/relevant-to-experience.png + :alt: The looking for help panel with a star marking conversations relevant to user expertise. + +To join a conversation in progress, click the :icon:`fa-sign-in` :guilabel:`(sign in)` icon at the +top of the information panel. Doing so moves the conversation back to the channel heading and +reverts the status to *In progress*. The customer is also informed that a new user has joined the +chat. + +If the icon does not appear, manually set the status to *In progress* to inform other agents the +conversation is being handled. + +.. tip:: + All conversations that have been tagged with the status *Looking for help* can be found by + navigating to :menuselection:`Live Chat app --> Sessions --> Looking for Help`. Use the filters + to find the appropriate session date. + +Notes +===== + +The :guilabel:`Notes` field allows agents to leave comments about the conversation, recap the +situation when transferring it to another agent, or to add context to the conversation that can be +viewed later in reporting. + +Tags +==== + +Tags can be added to a conversation to assist with categorizing, tracking issues, and enhancing +reporting. Click :guilabel:`Tags` :icon:`fa-plus`, then select a tag from the list, or enter a new +one in the field. Multiple tags can be added to a single conversation. + +Chatbot answers +=============== + +If the conversation was forwarded from a chatbot, the answers selected from the chatbot are included +on the information panel under *Chatbot answers*. + +.. image:: information/chatbot-answers.png + :alt: The chatbot answers section of the information panel. + +.. _information/expertise: + +Expertise +========= + +The :guilabel:`Expertise` field allows agents to designate the topic of conversation to a specific +skillset or knowledge scope. This helps to categorize the conversation for assignment purposes, as +well as issue tacking and enchanced reporting. Click into the field and select one or more options +from the drop-down list. + +Country & language +================== + +The *Country & Language* section identifies where the customer is located, and their language. A +visitor's language is determined via their browser's language settings. + +.. note:: + Conversations are assigned to operators based on a number of criteria, including availability and + the number of ongoing conversations. While the operator's main language and additional languages + are taken into consideration, they do **not** supersede all other criteria. + +Recent conversations +==================== + +Any recent live chat conversations with this customer also appear in the information panel. Click on +the :icon:`fa-external-link` :guilabel:`(external link)` icon on the ticket title to open the +conversation in a new tab. + +.. image:: information/recent-conversations.png + :alt: The recent conversations field on the information panel. + +Open tickets +============ + +Any open **Helpdesk** tickets created by the customer also appear in the information panel. Click on +the :icon:`fa-external-link` :guilabel:`(external link)` icon on the ticket title to open the ticket +record in a new tab. + +.. image:: information/open-tickets.png + :alt: The open ticket field on the information panel. + +Outcome +======= + +For closed conversations, the *Outcome* field defines how the conversation concluded: + +- *No Answer*: assigned when the customer does not respond to the agent. This usually occurs when + the session is initiated, but the customer does not engage or send additional messages. +- *No One Available*: assigned when no agents are available to respond to the customer. This occurs + when the session is initiated, but no operator is online or available to be assigned to the chat. +- *Success*: assigned when the live chat session is completed successfully. This outcome does + **not** depend the customer providing a positive rating, it is dependent on the session being + resolved without escalation or failure. +- *Escalated*: assigned when the session is forwarded to another operator. This indicates the + initial operator could not resolve the issue, and required assistance. + +Send conversation +================= + +When the conversation is complete, scroll to the bottom of the info panel. The email address in the +field can be edited to send to a different address.click the :icon:`fa-paper-plane` +:guilabel:`(paper plane)` icon to send a copy of the conversation transcript. + +.. image:: information/send-convo.png + :alt: The send conversation button at the bottom of the info panel. diff --git a/content/applications/websites/livechat/information/chatbot-answers.png b/content/applications/websites/livechat/information/chatbot-answers.png new file mode 100644 index 0000000000..7a4a2cff90 Binary files /dev/null and b/content/applications/websites/livechat/information/chatbot-answers.png differ diff --git a/content/applications/websites/livechat/information/info-panel.png b/content/applications/websites/livechat/information/info-panel.png new file mode 100644 index 0000000000..1abf90965f Binary files /dev/null and b/content/applications/websites/livechat/information/info-panel.png differ diff --git a/content/applications/websites/livechat/information/open-tickets.png b/content/applications/websites/livechat/information/open-tickets.png new file mode 100644 index 0000000000..8bc4cad01e Binary files /dev/null and b/content/applications/websites/livechat/information/open-tickets.png differ diff --git a/content/applications/websites/livechat/information/recent-conversations.png b/content/applications/websites/livechat/information/recent-conversations.png new file mode 100644 index 0000000000..50733da578 Binary files /dev/null and b/content/applications/websites/livechat/information/recent-conversations.png differ diff --git a/content/applications/websites/livechat/information/relevant-to-experience.png b/content/applications/websites/livechat/information/relevant-to-experience.png new file mode 100644 index 0000000000..a8287252af Binary files /dev/null and b/content/applications/websites/livechat/information/relevant-to-experience.png differ diff --git a/content/applications/websites/livechat/information/send-convo.png b/content/applications/websites/livechat/information/send-convo.png new file mode 100644 index 0000000000..cc1fa1440f Binary files /dev/null and b/content/applications/websites/livechat/information/send-convo.png differ diff --git a/content/applications/websites/livechat/information/waiting-for-customer.png b/content/applications/websites/livechat/information/waiting-for-customer.png new file mode 100644 index 0000000000..45ab879564 Binary files /dev/null and b/content/applications/websites/livechat/information/waiting-for-customer.png differ