Answering a chat or social messaging conversation

An incoming live chat or a WhatsApp message? All Social Messaging conversations can be picked up similarly. Simply type the answer in the chat messaging field and hit the Enter button. Note that the conversation needs to be assigned first.

After hitting the Enter button or the Send button your message will be sent immediately. You can then wait for the customer to reply. The nice thing is that you can see the customer type so you have time to prepare your answer upfront.

Let's have a look at other options which are applicable for the chat conversation. Those you will find those in the lower right corner of the chat bar.

Quick Replies "

Quick replies can be accessed with the ' " ' character. These are standard answers to frequently asked questions, so they do not have to be typed out completely every time and thus save a lot of time.

๐Ÿ’กNote: you can also insert Quick replies by simply typing /qr in your message! 

Gifs


By clicking on GIF you can make use of the popular gifs powered by GIPHY. Be aware of the fact that clicking on a gif will result in sending it immediately to the customer.

Emojis ๐Ÿ˜„

When youโ€™re chatting with your website visitors, you can say what you want to say with emojis. Emojis play an important role in modern communication, particularly when it comes to customer experience. However, try to avoid emojis being used in every sentence as it may give your customer the feeling that he or she is not being taken seriously.

Attachments ๐Ÿ“Ž

To add an attachment simply click on the paper clip icon ๐Ÿ“Ž, browse through your files and open it. Dragging and dropping will do the work as well.

Removing draft 

To remove your draft or an attachment, click on the bin icon.

Closing a conversation

After the question has been answered, the conversation can be closed. You can do that by clicking on the checkmark in the upper right corner. Make sure that there are no open questions anymore.