Queuing visitors
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Queuing visitors |
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After the visitor has chosen a communication mode, the operator sees the 'Incoming chat request' dialog.
If you cannot talk to a visitor right now, click Queue; the system directs this visitor to the 'Communication Queue' section. Do not forget about those visitors you put in the queue, as there will be no second notification! To find out how to automatically queue visitors see the 'General settings' -> 'Chat' section. If the visitor has selected a specific department when making a chat request, the operator will be able to put this visitor in the queue of this department only. Each operator sees the queue of his department only. As soon as an operator is available, the system redirects the visitor who has been waiting longer than the others to 'My Communication' section. When you want to start chat with a queued customer, perform the following steps: 1. Click 'Next' in the 'Communication summary' section. The profile of the visitor who was queued first, will open. 2. Click 'Start chat' button. To be able to select the customer with whom you want to chat, do the following: 1. Open Communication Queue by clicking on the number of the queued chat requests in the 'Communication overview' section. The badges of all the queued visitors will be displayed. 2. Double-click on the necessary badge and click 'Start chat' button in the opened profile. OR 2. Right-click on the necessary badge and select 'Accept' in the pop-up menu. The profile will open and the chat will begin.
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