Chat with customers
Everything you need to know about chatting with customers in Bold360.
- Activate a chat
To work with a chat, click it on the left side of the workspace under Live Sessions.
- Smart Advisor: Chatbot-assisted conversations
When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.
- Canned messages for chat: Using predefined replies
Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.
- Smart Response: Find responses based on chat content
Smart Response offers canned messages to agents based on the content of a chat conversation.
- Transfer a chat
You can transfer chats to other agents or departments in your Bold360 organization.
- Discuss a customer's issue with another agent
You can ask for help from another agent in your organization to discuss a specific customer issue while you are chatting with the customer.
- Prepare a wrap-up
During a chat that is active or closed (but not ended), you can prepare a wrap-up to communicate useful information about the session.
- Manually start chatting with the next customer in queue
Agents can manually start an additional session when there are customers waiting in queue.
- Monitor the chats of your organization
You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Bold360 ai subscribers also see conversations with the bot.