SmarterTrack 12.x Help

Chatting with Visitors

On occasion, an agent may want to chat with a website or portal visitor. There are various reasons why initiating a chat with a visitor might be beneficial. For example, an agent evaluating the Who's On summary may notice that the pages viewed by the visitor indicate an interest in a specific product or service the company offers. By inviting the customer to chat, the agent has the opportunity to answer questions in real time. When used in conjunction with live chat, Who's On can help increase conversions and expedite customer service.

When a visitor receives a live chat invitation, the live chat will not begin until the user accepts the chat with their reply. At that point, a live chat will be assigned to an agent or the queue, depending on the distribution method selected and the agents’ availability.

To initiate a live chat with a user, select the user from the list of visitors. Then click the Actions menu in the content pane toolbar and select Invite to Live Chat. Alternatively, a visitor can be invited to chat by clicking on their pin from the density map. A modal window will display the following:

  • Recipient - The site visitor who will receive the live chat invitation. Based on the information available, this field will display the visitor’s account display name, username, email address or IP address.
  • Groups - The group to which the live chat will be assigned. The groups displayed in this list are only those whose department has live chat enabled.
  • Message - In this field, enter the message the visitor will see in the chat window. Variables may be included in order to customize the message based on the visitor’s information. In the list of variables, the visitor’s corresponding value will be displayed. Enter a variable in the correct format (surrounding by the pound sign, ex: #browser#) in the Message textbox to display its corresponding value in the Message Preview box, which is what will displayed to the visitor. If no information for the variable is available, it will not be shown in the Message Preview.

The live chat’s styling will match the live chat link that is used for the site the visitor is currently on. In the event where a live chat link has not been added to the website where Who’s On tracking has been configured, a live chat window using the default styling and button-type chat window will be shown.

For more information about live chat, see Live Chats Overview.