Creating and managing tabs
By Shane Wall
Last Update 1 个月前
Having access to information when you're answering a chat can be the difference between a good chat and a great one.
Tabs are a way of sorting information for agents and allowing access to functions that would usually see them have to exit the Dashboard. Keeping your workflow all in one place means you can be more efficient while answering a chat and save time for other things.
To make changes to existing Tabs or create a new one from scratch, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner then select Tabs from the Settings list.
If you have multiple properties, make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
On the Tabs page, you'll see a list of all of the current Tabs available to agents when answering chats for the currently selected property under the My Tabs heading. The Details, Knowledge Base, Shortcuts and History Tabs are all available by default and offer a quick look at what a tab can be used for.
The Details tab is a collection of data on the current chat, from things that are automatically included like the visitor's IP address and operating system to the information agents can enter themselves or add with a pre-chat form like the visitor's name and email address.
The Knowledge Base and Shortcuts tabs offer another quick way for agents to access both of these features. Agents can see a complete list of all your Shortcuts or sift through the Knowledge Base to find answers to an incoming question.
The History tab will show a record of past chats with either the current visitor or the property overall. If an agent can see this isn't the first time the visitor has entered a chat they can quickly read through the previous one to see what was said last time or jump to another chat that had a similar situation for a hint on how to answer the visitor's questions.
The Details, Knowledge Base, Shortcuts and History cant be edited but they can be deleted or disabled. To make changes to an existing tab, hover over it in the list and you'll see some options pop up. If it's a custom tab, you'll notice there's a pencil icon to edit it along with the delete and disable options as seen below.
The Preview function on the right side of the Tabs page will give you a quick glimpse of what the agent will see when looking at a Tab while answering a chat. You can cycle through the different Tabs by clicking the symbols at the top of the window.
To create a new tab, click the green + Add Tab button in the top right corner and choose from one of the four options.
Adding a URL tab allows you to embed a website within the tab. You just need to give the Tab a name and enter the URL.
This can be used as a handy way for agents to reach commonly referred to pages. You could even include a tab for forms, booking systems or google docs. If you can make a tab for any commonly visited web pages your agents will have access right there in the chat, making it quicker and easier to use.
This tab is helpful for making sure agents answering chats have access to information within the chat. You could include answers to commonly asked questions, outline policies or create guides for agents to follow.
A menu tab acts purely as a way to sort the other two types of tabs. Within a menu tab, you can add lists of text and URL tabs that can easily be navigated to by clicking on the tab within a chat. If you're worried about taking up a lot of space with multiple custom tabs, menu tabs help to keep the clutter to a minimum.
Select +Chat to add Direct Messages and Group Chats to tabs allowing you to speak with your team while chatting to a visitor without even changing windows.
Now you just have to give the tab a name and choose either Groups or Direct Messages and select the chat from the drop-down box. Once you've selected the chat you want to add to the tab, select the green Add Tab button and you're ready to go.
You can also assign an icon to represent any tab at a glance by clicking on the image next to the Tab name text box.
This will open a new window and allow you to choose an icon from the list of available symbols.