In this section, you can learn how to optimally handle an incoming conversation.
Whenever a new conversation comes in (and the Live Chat window is currently not selected) you will receive a notification and hear a special ringtone.
You can open the new conversation by either:
Depending on the configuration of your company, a customer either gets assigned to you directly or you have to assign the conversation to yourself. This can be done by clicking the Assign to me
button in the top right corner of the Live Chat window.
A conversation can be redirected to another User or a Team by clicking on the orange icon next to the Assign to me
button.
Give your customer the best feedback and assist them via various TeamViewer Engage features like Co-Browsing
By entering '#', you can search for previously created Text Blocks to answer customer requests quicker and make routine messages more efficient.
Through the bar of icons below the type-in field, you can send attachments or use TeamViewer Engage-specific features (table from left to right):
Furthermore, the bar can be toggled by clicking on the chevron icon on the right side of the input field.
Ask the user to start a Co-Browsing session with you:
If the user accepts the Co-Browsing request, a small green indicator will show up.
You can either navigate to the Co-Browsing session via the navigation bar on the left of by clicking the red blinking icon on the right side.
Click Co-Browsing for further information/options for Co-Browsing sessions.
You can simply ask the customer to do a call/video-call with you by clicking one of the following buttons:
When clicking the following button, you can choose between the following two options:
You can ask the customer to join a conference call by clicking the following button:
On the bottom you can switch to "Notes". Notes will be texted into the conversation, but are only visible for you and your team. They are a great way to end conversations which are not resolved allowing you to leave all information at one point.
When a conversation has been handled, it should be moved to the Done section.
This can be done by either:
Done
in the Status dropdown