Getting Started With Betaout Live Chat | Live Chat Software

 

1. OVERVIEW OF BETAOUT’S LIVE CHAT

Betaout’s Live Chat functionality is a powerful tool for you to chat with your eCommerce store’s customers and website visitors in real-time. Adding live chat functionality to your website allows your customers to chat with you in real-time to ask questions, get advice and build confidence during their shopping experience, while improving conversion rates for your business.

Live Chat

The following articles will walk you through the various steps for using Betaout’s Live Chat functionality from an Admin’s point of view. In Betaout’s product terminology, Admin is the user who has full control over the Live Chat functionality, whereas an Agent is a user who has been assigned access to reply to conversations from the Betaout platform on behalf of the eCommerce store.

Read this article to learn How To Use Betaout Live Chat

Read this article to learn How To Reassign/Change Status Of An Active Conversation

2. HOW TO USE BETAOUT LIVE CHAT

This article will walk you through the basic steps of using Betaout’s live chat functionality like replying to conversations etc. Just follow these steps:

Step 1: Under the Live Chat tab on Betaout dashboard, click on Conversation.

Step 2: Choose one of the chat status available from the menu.

I. OPEN: Includes all the conversations that are currently open (pending conversations unassigned conversations and conversations assigned to you).

II. MINE: Includes only conversations that have been assigned to you.

III. PENDING: Includes conversations that haven’t concluded yet.

IV. UNASSIGNED: Includes conversations that haven’t been assigned yet.

V. SOLVED:  Includes conversations that have been concluded.

VI. TRASH: Includes conversations that have been deleted.

NOTE: An unassigned conversation can either be assigned by the account admin, or it gets auto-assigned to the agent who first replies to it.

Step 3: Click on the conversation you want to open and the conversation will appear on the right.

Live chat

Step 4: Type your Message in the message box, or add a note. A Note is visible only to the agents and admin for internal reference.

Live chat

NOTE: Betaout also provides eCommerce-CRM integration in the live chat functionality, allowing you to view customer’s profile while chatting with them. Simply click on the pin icon appearing on the top-right corner in a conversation.

Live chat

Step 5: Choose either Submit As Open, Submit As Pending or Submit As Closed as required. You have now successfully used Betaout’s Live Chat to chat with your store’s visitor/customer.

Live chat

3. HOW TO REASSIGN/CHANGE STATUS OF AN ACTIVE CONVERSATION

This article will walk you through the steps of changing the active status of a Betaout’s live chat conversation. Simply follow these steps:

Step 1: Under the Live Chat tab on Betaout dashboard, click on Conversation.

Live chat

Step 2: Choose one of the chat status available from the menu.

I. OPEN: Includes all the conversations that are currently open (pending conversations unassigned conversations and conversations assigned to you).

II. MINE: Includes only conversations that have been assigned to you.

III. PENDING: Includes conversations that haven’t concluded yet.

IV. UNASSIGNED: Includes conversations that haven’t been assigned yet.

V. SOLVED:  Includes conversations that have been concluded.

VI. TRASH: Includes conversations that have been deleted.

NOTE: An unassigned conversation can either be assigned by the account admin, or it gets auto-assigned to the agent who first replies to it.

Step 3: Select the conversation you want to open and a menu will appear on the screen.

Live chat

Step 4: Select one of the following options and you’re done.

1. Assign to: Re-assign the conversation to a different agent.

Live chat

2. Change Status: Change the active status of a conversation.

Live chat

3. Priority: Set the priority of the conversation as high or low.

4. Trash: To delete a conversation.

Live chat