FAQs in this section
How do the Live Chats work?
From the Live Chats conversation window, you can:
- Respond to direct messages from Twitter, Facebook, and Instagram.
- Generate contacts and leads
- Look up CRM records for information
- Track chat conversations
- Upload and share documents
- Generate insights and reports for support
Apart from customer conversations, you can also do the following from the Live Chat window:
- Contact and lead capture - Generate leads or create contacts when someone visits your website and is interested in the product.
- Display CRM records - Access CRM records related to the customer you are chatting with.
- Chat tracking and assignment - Track the chats handled by your team and assign them by creating cases if required.
- Knowledge Base - Use Knowledge Base to send help articles and FAQs to the customers to help them find CRM solutions.
- Reporting and Analytics - Generate reports and analyze team performance with chat insights.