Chat window

Introduction

This is our main chat window. I'll explain what each of the item does there and how can it be used.

Chat tab

Chat tab shows this information

  • Was last message seen by vistior. If send icon is green he saw last message.
  • If operator clicks x button he closes chat tab, but chat status is not changed in any way.
  • If visitor icon is red means visitor is not connected anymore.
  • And it shows shorten visitor nick.

Message area

In this area you will see visitor messages. Also if there are previous visitor messages you will see load a previous messages button. ​

You can also click right mouse button and see context menu related to a message.

Load previous chat button.

Other operator is chat owner

If you are not chat owner you will see placeholder with a message

Writing message area

If operator has only read only permission area would not be editable by him.

Operator also would see read only area if he's not a chat owner and he does not have this permission.

'lhchat', 'writeremotechat'

Toolbar actions

Files

Attaching file can be done using this toolbar icon. Required permissions are defined in files section.

Emoji

To insert emoji or link/img can be done using smiley icon.

Preview

Before sending message to visitor you can preview how it would look like with preview icon.

Speech

This allows to use speech to text functionality.

Required permission to use speech functionality

'lhspeech','use'

Voice messages

This will activate voice messages and will allow operator to send voice message to visitor. For required permissions refer to voice voice messages article.

Auto translate

This will translate operator message to visitor language directly in message area.

For more information refer to Automatic translations article

Hold chat

This will change chat status to hold. Also if chat is using auto responder hold messages will be activated. Hold means that operator is looking for requested information.

Required permission

'lhchat'','holduse'

Sending message

Message to vistor can be send either pressing Enter or clicking this icon. If in message are you want new line just press Shift+Enter

Canned messages area

For more information how to use canned messages see canned messages article.

Right column

In right column you will see main chat attributes.

Edit chat

Editing chat main information be done by clicking this icon. This icon will be visible only if operator has permission to edit current chat.

Modal window content.

Required permission to modify User attributes

'lhchat','modifychat'

To be able edit Chat attributes operator has to have

'lhchat','modifychatcore'

Copy to clipboard

Copying messages to clipboard can be done by clicking this icon

Modal window content

Redirect to survey

User can be redirected to survey using this icon. More information about surveys.

Required permission

'lhsurvey','redirect_to_survey'

Close chat

This will change present chat status to closed.

This icon is presented if visitor is a chat owner or has permission to

'lhchat','allowcloseremote'

Delete chat

This will delete chat permanently. You will have no way to restore it.

For operator to be able delete chat he has either has permission to

'lhchat','deleteglobalchat'

OR be chat owner and have permission to

'lhchat','deletechat'

Chat transfer

This will activate chat transfer functionality. Information about required permission.

Block user

This will block visitor permanently from starting any other chat. Information about blocking.

Redirect to offline/contact form

You can also redirect visitor to contact form. More information about required permissions.

Print chat

Operator also can print chat content directly from chat by clicking this icon.

Attach file

Requires same permissions as toolbar icon. Required permissions are defined in files section.

You can also upload file from tab

Redirect to url

You can redirect vistior to custom page while he's having a chat. Usefull if you want to show him some page of your website.

Required permissions

'lhchat','allowredirect'

Set chat language

If you are using speech to text and google incorrectly detected language you can change it here.

Required permissions

'lhspeech','change_chat_recognition'

Screen share/Co-browsing

Activates co-browsing session. More information

Send mail to visitor

Shows mail sending to visitor modal window. ​

Required permissions

'lhchat','sendmail'

tip

This option can be disabled by department.

Changing chat status

Chat status is shown in

By clicking info icon you can change chat status to different.

  • If chat status is set to pending we reset assigned operator.
  • If chat status is set to active we assign it to operator who did that, but only if chat did not had any assigned operator previously.

Required permissions

'chat', 'canchangechatstatus'

Remarks

You can set chat remarks for future reference.

Take screenshot

Operator also can see exactly what customer sees by taking screenshot of his screen.

tip

If you are working with sensitive information this permision should not be granted to operators.

Required permissions

'lhchat','take_screenshot'

Visitor footprint

Footprint is shown if we can detect user footpring and online tracking is activated. Pending article...

Visitor location

If system detects visitor location you will see visitor location map here. You also have set correct google maps api key in geo configuration.

General conditions have to be met for map to be shown

  • Visitor location has to be detected
  • Google maps api key has to be set.

Online visitor

You will see this tab if visitors tracking is enabled. We also have to have information about online visitor related to this chat.

Previous chats

Also if we detect we can show previous visitor chats.

Permissions influencing chat opening permissions

If you see error like You do not have permission to access the current or chat was merged/deleted! it means that one the following conditions were not met.

Operator can open a chat or write a message if

  • He is assigned to a chat.
  • (Chat is pending AND (chat is assigned to him OR operator has permission lhchat,open_all)) AND operator is a member of chat department.
  • Chat is assigned to other operator AND operator has permission lhchat,allowopenremotechat so he can open other's operators chats AND operator is a member of chat department.
  • Operator can write a message if operator has write permission to department AND (he has 'lhchat','writeremotechat' permission OR chat is not assigned yet to anyone OR he is a chat owner)

Permissions

Main chat permission is

'lhchat','use'

Last updated on by Remigijus Kiminas