Live Chat: Basics

What is Live Chat?

The built-in Live Chat functionality enables Internal Users (excluding Freelancers) to communicate with CRM Contacts/Companies in real-time one-on-one Direct Messages, and also enables internal users to Chat with other internal users in one-on-one Direct Messages and also in group Channels.  

TIP: Freelancers can Chat with Internal Users only.

How to enable Live Chat

Access the Chat pane by clicking the Chat icon in the top right-hand corner of your screen.

Click the Gear icon to access Settings & Tools.

Chat Tools enable you create your CRM Chat and remote Chat configurations.

CRM Chat Settings provides you with the flexibility to enable or disable CRM Chat as needed, allowing you to adapt the chat experience to meet specific business requirements. 

By adjusting the CRM Chat settings, you can designate when CRM Targets can initiate chat conversations.

How do I use Live Chat?

You can access the Chat pane anywhere on the platform by the Chat icon in the top right-hand corner of your screen.

There are three tabs to choose from, DMsChannels and @Mentions. By clicking DM's or Channels it will list your current ongoing conversations. Click on the conversation to bring out a chat window in which you can input your message.

While a User is typing, a typing indicator will appear above the input field in real-time. You can also see a dot animation over their chat avatar in the panelist.

At the bottom of the chat window, there are two icons you can click for additional options.

Click the Emoji  icon to choose from a list of Emojis that you can add to your text.

Click the Canned Reply icon to access pre-saved Canned responses.

When in a Channel, the Channel Owner will also see a Gear Icon which can be clicked to Manage Channel Members.

From the window, click the Crown icon to provide another Member with ownership of the Channel or click the Manage Channel Members button to remove Members or add additional Members.

How do I initiate a one-on-one chat?

Your existing one-on-one conversations will appear under the DMs tab.  By clicking one of the messages it will open the chat sidebar. To start a new Direct Chat with someone simply click +icon.

This will bring out a user directory for Staff, CRM Companies and CRM Contacts. Click the name you would like to send a direct message to. They will be added to the DMs list and a chat window will open automatically.

How do I use Channels?

In addition to one-on-one conversations, you can also create group Channels to bring multiple internal users into a conversation. To create a new Channel, Click the Channel Tab and then click the +icon.

A window will open where you can name your Channel.  You also have the option to Make the Channel Private so only only Invited Users can see the Channel. When you are finished, click the Create button to save and start the message thread.

As the Channel Owner you can click the Gear Icon in the Chat window to invite other Users and then type your message as required.

What is @Mentions?

You can mention an individual while in the Chat by clicking @ to bring up the the names of users, and then click on the relevant name.  Any time someone clicks your name to mention you, the Chat will be listed under the @Mentions tab for ease of access.