What does the CRM Chat interface look like, and how does it work?

Answer by: Kristen Jourdonais, Aplus.Net Knowledge Base Support

Here is an outline of what happens when a CRM Chat session is initiated. This includes the operator view, as well as the customer view.

Note: All screenshots used here are for demonstration only. Your CRM Chat will use your logo and images of your operators.

Operator Access: Operators will be given a predefined nickname and password to access the CRM Chat tool.

Operator Logged In: Now the operator is available to chat in real time with site visitors.

Visitor Access:  With the click of a button on your site, visitors will have access to CRM Chat. Visitors are either instantly connected to an operator, or informed that operators are currently unavailable. If operators are unavailable, visitors are given the option to send an offline message including their email address so an operator can respond.

Visitor Logged In: As long as an operator is available, the visitor will receive access to that operator and can immediately begin the conversation.

Operator window: The Operator will see the conversation in the following manner.

Additional Operator Options: The CRM Chat interface includes additional tools allowing operators to redirect visitors to other departments, or giving operators instant access to product information and subscription forms. Operators stay connected with visitors by accessing these tools via a drop-down menu and a list of links in the CRM Chat window.

Redirect option: