Frequently asked questions

Can simultaneous chat be switched off?

In short, no. However, all merchants can decide the maximum number of chats their experts can have. That means you can select a maximum number of 1 chat, and maintain a 1:1 connection between one expert and one shopper.

What maximum number of simultaneous chats is the default, and why?

The default max number of chats is 3 but the maximum of 20. Based on our learnings during the beta, this is the sweet spot for most merchants. They benefit from increased chat coverage without becoming stressful for experts.

What should experts do if the max chat number is too high to cope with?

The max chat number is only ever the max potential number. Suppose you, for example, have 2 chats that take lots of focus and time. In that case, experts can set themselves to unavailable and only receive further chats once they are ready for more.

What number of chats should we set as the maximum?

The answer to this depends on several factors, including chat demand and team size. So far, in the beta, we have seen a sweet spot of 3-5 chats. But this is something your team will need to experiment with.

How do we change the maximum number of chats?

Go to the Virtual Shopping Store App settings section in the Dashboard. The default is set to a maximum of 3 chats. The maximum number will be 20. The minimum number is 1.

How does the combination of video calling and simultaneous chat work?

You can only be in one video call at a time. However, you'll now see banners while in a video call to support ease of use. But these banners can't be clicked; they are simply notifications of new incoming chats. This shows when actions are occurring in other chats, so product experts can choose to wrap up a video call.