Incoming chats
Last updated
Last updated
When you receive an incoming chat request, you'll get a notification. Tap on this, and you'll arrive at the Incoming Chat screen.
Here, you will be told if your customer is new or someone you've previously chatted with. If they have provided their name, it will be displayed here. You'll also be able to see how many team members are being served that chat at the same time.
⏱ Countdown: When you open the app and receive an incoming chat, you will have 15 seconds to accept it before it moves on to another team member.
✅ Claim chat: To accept a chat, tap the Claim Chat button. If you are the first in your team to accept, you will be redirected directly to the chat view.
❌ Decline chat: If you have become busy and are no longer able to accept chats, you can decline it, and others in your team who are available with receive the request.
You will be automatically redirected into the messaging view, where you can browse their shopping history, view their query and begin your conversation.
You have two different options when you decline a chat. If you are temporarily busy and unable to accept the chat, you can decline it and stay available. Alternatively, you can decline the chat and go unavailable, in one click, ensuring no customer is left unanswered.
Chats are served to multiple team members at the same time to give the customer the best opportunity to connect with the store.
Sometimes, a chat will be accepted by another team member before you have the chance to claim it. If that happens, you will be notified. Tap ‘done’ and you’ll be taken back to your home screen.
If a chat is not accepted by any team member, it becomes a ‘missed chat’. This means that during the claim period, in which it was served to your team, no available member accepted.
If you miss 3 chats in a row, you will be automatically made unavailable. This helps to ensure that no future customers are left unanswered. When you're ready again to start claiming chats, then just tap 'Go available'.
