Handling multiple visitors

When you are available for live help you can lead several chat sessions simultaneously. The number of communication sessions can be defined via Main Menu->Tools->System settings->General settings-> General->Maximum number of chats.

The visitors who are communicating with the operator at the moment are displayed in the section 'My Communication'. Double-clicking on the necessary visitor's badge in the list opens the Visitor's profile.  The profile opens at the 'Live Communication' section.

To put a chat session on hold, click the button in the 'Live Communication' section. The visitor receives a notification saying that the operator has suspended the chat. The Send button disappears from the communication dialog and remains disabled until you resume the chat. This prevents the visitor from sending more messages while your attention is diverted.

To start a chat click on the button. It can be either a text or a voice chat depending on what type of communication the visitor selected.

When you end a chat session, you are prompted to talk to the next visitor from the queue. The 'Incoming chat request' dialog opens and you can accept the chat, decline it or put a visitor in the queue again.

You can select a visitor from the queue in the 'Communication Queue' section to start a text or a voice chat yourself. You can also initiate communication with any visitor browsing the site at the moment from the 'Site Monitor' section.