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A tour of the console.

One website chat, step by step: the lead it becomes, your team taking over and handing back, and a callback request after hours. The labels and buttons are the console's own; the people are fictional.

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ExampleWebsite chat

A travel agency, at 14:02

Hi, do you have business class fares to Singapore in March?

We do. Will you fly from London, and how many of you are travelling?

ExampleIn your console

  • Hannah ColeLead, sent to your CRM
  • Hannah ColeSam took over, then handed back
  • Raj MehtaCallback asked for, Fri 09:30

One chat, eight steps. An example, with a made-up travel agency.

  1. A visitor asks about fares on your website, and Nora, your Front desk, answers from your pages. In the console it is a chat under Conversations, marked Open.

  2. Nora asks your questions and takes a name and a phone number. The chat is marked Lead, and every detail sits in the Lead section beside the transcript.

  3. As soon as there is a phone number or an email, the lead goes to the CRM or system you connect. If you prefer, it waits until every detail you mark as required is in.

  4. In your working hours the chat is marked Waiting for a human, with a timer, and it is at the top of your Inbox.

  5. Anyone on your team with the member role can take over, with the button or the T key. Nora pauses while Sam holds the chat.

  6. Sam writes in the same chat, as himself. The transcript shows his name on his messages.

  7. One press of Hand back to Nora, and Nora answers the visitor again.

  8. At 23:41 another visitor asks for a call. Out of hours, with callback requests switched on, Nora takes the number and the time they would like. It lands in Callbacks asked for in the Inbox, and in the Callback column on Leads. It is a request, not a booking.

Or use the arrow keys

Step 1 of 8

A website chat arrives

A visitor asks about fares on your website, and Nora, your Front desk, answers from your pages. In the console it is a chat under Conversations, marked Open.

Conversations / Chats

Example

Anonymous visitor

Open

Take overT

TranscriptNora · Web chatstarted 14:02

Visitor14:02

Hi, do you have business class fares to Singapore in March?

Nora14:02

We do. Will you fly from London, and how many of you are travelling?

Take over to reply as yourself. Nora pauses while you hold the chat.Press T

See it with your own chats. On the demo, or read on first.