Chat details, history and comments
When you select a specific chat, additional details about the chat and the customer's chat history are displayed in the panel on the right. You can toggle between four tabs:
- Profile - view and update this end-user's personal details for future reference
- Notes - view any notes that were added by agents to previous chats with this end-user
- History - view past interactions agents had with this end-user
- Comments - tag other team members and view their comments (live chats only)
Each tab will display information relevant to the chat that is currently in context only. Below is more detailed information about each of these tabs.
Customer profile, notes, and chat history are available across all agents, i.e. any agent who engages with this particular customer will have access to this information.
When an end-user contacts you for the first time, you won't have any information about this user except the number they contacted you from. As you gather more details about the end-user, you can update their profile in Chat Desk by selecting the Profile tab and clicking on the 'Edit' icon in the top right. After updating the information, click 'Save'.
The next time this end-user contacts you (given it's from the same number), you will have easy access to this additional information from the Profile tab, giving you more context and enabling you to provide better customer service.
Agents can capture notes for a chat at any time during a conversation with an end-user. Notes can also be captured for closed chats and tickets.
These notes provide more context for the next time an agent interacts with the user or wants to refer back to this chat.
All notes are listed in the Notes tab, with the most recent at the top. You can view or delete the note by clicking on the relevant icon (visible when hovering over the note).
In the History tab you can view all previous interactions with this particular end-user. The most recent interaction is listed at the top. Hovering over the chat brings up a 'launch' icon as shown below. Click on that icon to open the historic chat (read-only).
The chat history includes information about all events that formed part of the interaction with the end-user, e.g. when and by whom a chat was transferred, assigned, ended, closed, flagged, etc.
The comments tab is only available for Live chats and enables an agent or supervisor to tag any other agent/supervisor that is online for assistance. The agent/supervisor who was tagged can view the live chat in real-time and assist their colleague by adding comments to the chat. Comments only exist for the duration of a live chat.
Note that tagged agents/supervisors cannot directly participate in the chat with the end-user.
Example:
- Agent A is chatting to a customer
- Agent A realizes that they need assistance from Supervisor B
- Agent A goes to the chat's comment tab in the panel on the right, adds a new comment, and tags Supervisor B
- Supervisor B receives a notification and when he/she clicks on the notification, the system opens up the chat they were tagged in. Supervisor B will be able to view and comment on the chat in real-time to assist Agent A.
To add a new comment, the agent should go to the Comments tab in the panel on the right. All comments made by team members for this particular chat will appear here. Click on 'New Comment' at the bottom.
Type the message in the text box that appears. To tag another team member, use the '@' symbol. This brings up a list of team members with their current status (Offline/Online). You can either select a name from this list or continue typing the name. Click 'Post Comment'.
The tagged team member will receive a notification (a blue marker on the bell icon in the top right). Clicking on the notification opens the relevant chat and allows the tagged team member to comment.