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Understanding Web Chats

This article will help you understand the foreground and background working of web chats.
R
Rashmi Kashyap
23 Sep, 2020 - Updated 6 months ago

Introduction to Web Chats 

Web Chats in Vtiger helps your clients have real-time conversations with your Sales, Customer Service, and Marketing teams.
In the background, you can also track your team’s performance, calculate response time, and a lot of other metrics.

Excited much? Scroll down and find out more...

Feature Availability

Sales Starter

Sales Professional

Sales Enterprise

One Professional

One Enterprise

Feature Availability

Web Chats


Note: Web Chats is also available in Help Desk Professional and Help Desk Enterprise. It is not available for Free and Exclusive editions.

Terms To Be Noted

Make sure that you are aware of these terms before you read this document. 

Terms

Description

Web Chats

This is the module that records all the conversations that take place between your agents and clients.

Vtiger Live Chat

This is the extension that must be downloaded to enable the Web Chats module.

Websense

This is a part of the Settings page from where you can install and customize the widgets on the website.

Agents

Your team members from the sales, support, and marketing teams who are well-versed with your business and will be engaging the clients. 
They are also addressed as Operators in the CRM.

Clients

Customers who will talk to your agents about their concerns and issues. They are also known as Visitor and Contact in the CRM.

Transcripts

All the recorded chats that are visible in the List View.

Tracker

This is the code that enables you to install a widget on your website.

Widget

This is the platform where your clients talk to your agents about their queries.

 

Installation

Before you start using Web Chats, you need to install the Vtiger Live Chat extension from the Extension Store. This step is mandatory as it enables the Web Chats module in the Essentials tab.  
Enabling the Web Chats module will allow your support team to use it as well as provide a platform for your customers to talk to your team.
Follow these steps to install the extension: 

  1. Login to your CRM instance.

  2. Click on your profile picture on the right corner of the screen.

  3. Click the Settings button.

  4. Select Extension Store under Extensions.

  5. Install Vtiger Live Chat extension.

  6. Click the Launch button to open the Web Chats module.

Activation 

In the previous topic, you learned how to install the Web Chats module. Now that you have installed the module, you will have to activate the widget so your clients can contact you.
Follow these steps to activate the widget:

  1. Login to your CRM instance.

  2. Click on your profile picture on the right corner of the screen.

  3. Click the Settings button.

  4. Select Trackers under Websense.

  5. Click the Activate Websense button.

  6. The system will add the first tracker code automatically.

  7. To add a tracker code of your own, click the +Create Tracker button, provide a name and click Save.

  8. Enable the tracker. When you enable the tracker, the status changes from ‘Inactive’ to ‘Active’.

  9. Hover over the tracker record and click Copy this button. The tracker code will be copied to your clipboard.

  10. Inject the tracker code in your website’s source code.

You will see the widget on the right side bottom corner of the website page.

Importance of the widget

This widget is the platform through which your clients can get help from agents. This is a real-time conversation between your agents and clients. 
The client can ask his questions directly to the agent or he can settle for an automated answer from the widget.
Features of this widget:

For agents:

  1. Displays transcripts of previous conversations with the clients to keep you updated.

  2. Quick responses from the widget eases the job of agents.

  3. Ratings received from the client on the widget will help agents improve their performance and boost their confidence.

For customers:

  1. Displays time-based greetings to make your clients comfortable.

  2. Displays offline messages so that your clients don’t return empty-handed.

  3. Clients can embed images in their messages to agents for better clarity of the issue.

Configuration

Congratulations! You have now installed the Web Chats module and activated the widget on your website. 
Did you know that you can also customize the widget according to your interests?
Yes, it is possible to configure the widget for:

  • online and offline welcome messages, 

  • feedback success and failure notifications, 

  • assigning agents, etc. 

Follow these steps to do the configuration:

  1. Login to your CRM instance.

  2. Click on your profile picture on the right corner of the screen.

  3. Click the Settings button.

  4. Select Widgets under Websense.

  5. Select the tracker of your choice.

  6. Select the widget.

  7. Customize the labels and text messages in the General tab.

  8. Assign agents who will be responding to your clients in the Agents tab.

  9. Connect your Facebook page so that all the messages are diverted to web chats in the Facebook tab.

 

Note: You can also configure the widget by going to Settings>Websense>Trackers.Hover over a tracker record and click the Configure widgets button. 

  

Live Chat Console 

As you click the web chats module under essentials, you come across the Live Chat console. Agents can view and respond to incoming messages from customers through the chat window.
For better understanding, let us divide this console into three sections (left to right).

  • Section one: chats and agents

This section contains the list of all incoming chats as well as the names of the agents who are online. It shows the name of the client, the recent message in the conversation, and the time at which the chat started.
Here are a few features that you might like:

  1. A green tick mark on the client’s photo indicates that the client is online.

  2. If three green dots appear beside the client’s name, it indicates that the client is typing his reply.

  3. A number in the top right corner of the chat indicates the number of unread messages.

  4. An icon in the bottom right corner of that chat indicates the source of the chat. It can either be from the Website or Facebook.

  5. Status of the agent:

    1. Online - Agents can accept chats and start the conversation with the client only if they are online.

    2. Busy - Agents cannot accept new chats but they can continue and finish the existing chats.

    3. Offline - Agents cannot work on any chat when they are offline.

  6. After accepting the chat, an agent has the privilege to transfer the chat to any other agent who is online.

  7. If you are an agent, you will see only open chats and the chats assigned to you.

  8. If you are an agent, and you change your status from Online to Offline: 

    1. You will not receive any new chats

    2. You will have the option to clear all the chats in your queue

  9. Status of the chat:

    1. New - When the chat has just arrived in the queue.

    2. Open - When the chat has arrived in the queue a while ago.

    3. Assigned - When an agent accepts the chat and talks to the client.

  10. The chats’ list keeps updating based on the client’s latest reply.

 
  • Section two: chat window

This section is where the actual conversation between the client and the agent happens. You type in your solutions or send images to the customer here.
The chat window has these in-built features:

  • New tab icon - By clicking this icon, you can open the chat in a new tab.

  • Tag icon - By clicking this icon, you can assign tags to the chat for more clarity.

  • More icon - By clicking this icon, an agent can perform the following actions:

    • Accept a conversation

    • Add or select deals

    • Add or select cases

    • End the conversation

    • Transfer the conversation to another agent

  • Bulb icon - When you click this icon, you open the recommendations window. You must install the recommendations module to use this feature. This will show a list of ready answers to your client’s query. If you find relevant answers, you can click the send button to send the answer to the client.

  • The tick marks under the agent’s reply - A single tick mark indicates that the reply has been sent by the agent. A double tick mark indicates that the reply has been delivered to the client. A double blue tick mark indicates that the client has read your reply.

  • Section three: specific details

Widgets in this section display all the details related to a client. 

  • One View - Displays contact information, cases, organizations, deals, and previous chats related to the client.

  • Page Visited - Displays the links of the modules visited by the client in the product. This will help the agents to tackle an issue quickly.

  • Location - Shows the location details of the client including the IP address, city, state, and country.

 

Note: You can also respond to your customer through the automated answers from the widget.

List View in Web Chats

If you are not finding the list of all the chats taken by the agents, that is because the chat records in web chats are called Transcripts. When you click on the Transcripts button from the Live Chat console, you will find a list of all chats. This is the List View in Web Chats.
List View sorts and lists all the chats based on the last modified chat.

  • Columns in List View 

The columns that are visible by default in the List View are :

  1. Chat Start At - Displays the time at which the chat started.

  2. Operator - Displays the name of the agent who responded to the client’s query.

  3. Service - Displays the platform through which the client messaged.

  4. Chat No - Displays the chat number.

  5. Average Response Time - Displays the time taken by the agent to provide the first response to the client’s query.

  6. Visitor - Displays the name of the client who approached the agents.

  7. Email - Displays the Email address of the client.

  8. Status - Displays the status of the chat conversation.

  9. Chat End At - Displays the time at which the chat ended.

  10. Modified Time - Displays the time at which the chat record was modified.

  11. Agent Message Count - Displays the number of words in the agent’s messages throughout the chat.

  12. Visitor Message Count - Displays the number of words in the client’s messages throughout the chat.

  13. Customer Rating - Displays the rating given by the client based on their experience with the agent.

  • List actions

You can perform many quick actions such as Edit, Delete, Comment, etc. on the chat records in the List View.
To learn more about List View actions in Vtiger CRM, click here.

 

Note: To go back to the Live Chat console from List View, click on the Live Chat button on the right-hand top corner of the screen. 

Ways of Viewing a Chat Record

  • Summary View

Summary View is the view that appears when you click a particular record from the List View. The Summary View displays a collection of all the key information of the record.
The Summary View can be divided into four sections. Each section has a particular functionality.

  • Summary View actions

    When you click on the More button next to the chat number, you can perform the following actions:

    • Follow - You can follow any Sales Order (SO) record to get updates on all the activities performed on that record.

    • Tags - You can add tag names to the record to identify the record easily.

    • Send Transcript - You can send the transcript to the client via email.

    • Delete - You can delete a record by clicking this button.

  • Chat transcript

    Displays the complete conversation between a client and an agent with all the minute details.
  • Do button

    When you click the Do button on the right-hand top corner of the Summary View, you will see the following:

    • Reach out now -You can get in touch with the client via Email, Call, or SMS at the moment.

    • Reach out later - You can schedule an email, event, or task with the client.

    • Add or Create - You can add or create other modules like cases, deals related to that particular client.

  • Widgets

    • Analysis - You can view the chat metrics and also provide ratings as a reviewer to the agent. 

    • Tasks -All the tasks related to the chat are displayed here. You can also add a new task from here by clicking the + button.

    • Events - All the events related to the chat are displayed here. You can also add a new event from here by clicking the + button.

    • Activity -All the activities made on the chat are displayed here. Here you can add comments related to the chat.

    • Cases - You can create a new case or add an existing case to the chat record. All the related case details are displayed here.

    • Deals - You can create a new deal or add an existing deal to the chat record. All the related deal details are displayed here.​​​​

 

Note: You can copy the direct link to a chat record by clicking the Link icon beside the chat number.

 
  • Deep Dive View

You can view and edit all the information about the chat by clicking the Deep Dive button in the Summary View of the record.

Actions Possible from a Chat 

You can perform the following actions from the Summary View of the chat transcript. 

When you click on the Do button in the summary view of a record, and click Add or create, you can add many other documents related to a particular chat. Let’s go through it one by one.

  1. Add a case

    A case is an issue or a request raised by a customer. When a customer raises an issue, you can create a case record in the CRM. 
    Follow these steps to add a case:

    1. Click the Menu icon.

    2. Go to the Essentials tab.

    3. Select the Web Chats module.

    4. Click Transcripts button on the right-hand top corner of the screen

    5. Open any chat record.

    6. Click the Do button in the Summary View.

    7. Click Add or Create button.

    8. Select Cases.

    9. Here, you see two options on your screen:

      1. Select Cases

        1. If you want to add an existing case, select this option.

        2. Hover over a record in the list of all existing cases to display the radio buttons.

        3. Click the radio button on the left side of the record to select the record.

        4. Click Add Selected button present below of the list.

      2. Create Cases

        1. If you want to add a new case, select this option.

        2. Fill all the necessary details.

        3. Click Save.

The linked case will be seen in the Cases widget in the Summary View of the chat record.

  1. Add a deal

A deal is a sales opportunity that you are pursuing with a contact or an organization. 
Follow these steps to add a deal:

  1. Click the Menu icon.

  2. Go to the Essentials tab.

  3. Select the Web Chats module.

  4. Click Transcripts button on the right-hand top corner of the screen

  5. Open any chat record.

  6. Click the Do button in the Summary View.

  7. Click Add or Create button.

  8. Select Deals.

  9. Hover over a record in the list of all existing opportunities to display the radio buttons.

  10. Click the radio button on the left side of the record to select the record.

  11. Click Add Selected button present below of the list.

The linked opportunity will be seen in the Deals widget in the Summary View of the chat record.

Chat Insights

Do you feel that your agents are not giving their best and your clients are unhappy with the service? There is a way to fix this.
Web Chats have this incredible feature called Chat Insights that enables you to track the performance of your agents. You can help them improve their response and grammatical skills and also create reports. This will indirectly help you retain your current clients.

Chat rating and metrics

If you open the Summary View of any chat record, you will find an Analysis widget on the right open at all times. This widget shows a summary of the conversation.
You can find the following in this widget:

  • Client rating and feedback

The client will be prompted in the website widget to provide a rating and feedback. That information will be stored here. 

 

Did you know?

Based on the rating given by the client, a emoticon will appear beside the chat number in the Summary View which indicates the health of the conversation.

 
  • Reviewer rating and notes

A reviewer can also rate the conversation and write some notes to the agent here after going through the chat transcript and the chat metrics. This will be very helpful to the agent to avoid certain errors in the future.

  • Chat metrics

These metrics are automatically calculated by the system that is a summary of the entire conversation. It displays the details listed below:

  • Client Message Count: Displays the number of words sent by the client.

  • Agent Message Count: Displays the number of words sent by the agent.

  • First Response Time: Displays the time duration taken by the agent to provide the first response to the client’s query.

  • Avg Response Time: Displays the average time duration taken by the agent to respond to the client.

  • Max Response Time: Displays the maximum time duration taken by the agent to respond to the client.

  • Duration: Displays the overall duration of the chat from start time to end time.

Metrics that can be tracked via reports

  • Agent performance charts

  • Volume by the time of day

  • Average response times by agent

  • Caseload by the time of day + more charts

  • First and Average response time, Client and Agent message count in the conversation are automatically calculated and summarized in the Chat Insights module.

One View in Web Chats

One View widget is a one-stop destination to view all the important modules related to a chat.
One view widget in the Web Chats module is available in the Live Chat console.
It will show the following details:

  • Related Contact information

  • Related Cases

  • Related Deals

  • Previous chats related to the same client

To learn more about One View in Vtiger CRM, click here.

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