How to answer an incoming chat

When someone starts a chat on your website, chat page or profile page, you'll be alerted in multiple ways if you're logged into the Dashboard.

Depending on your Sounds & Notifications settings, you'll be notified of an incoming chat by an audio alert and/or a browser notification. On the left side of the Dashboard, you'll see any new chats listed under Incoming with a pink background.

The background color of each notification shows the status of the chat:

Pink - a new incoming chat that has yet to be answered.

Green - a chat you've already answered.

Gray - a chat that has been answered by another agent.

Select a chat in the left sidebar listing. Then click the green join button near the bottom of your page under Message.

You can also choose to answer the chat using an alias before joining. If you have already created an alias, clicking the name field to the left of the green chat button will open a drop-down menu with a list of aliases available to you.  

To create a new alias, click the Profile Icon in the top right-hand corner of the Dashboard and select Edit Profile in the pull-down menu.

Next, select the Aliases tab in the left hand menu of your My Profile section and click the green Add Alias button in the top right-hand corner of the page.

Learn more about setting up Aliases on here: 

If you have other questions, don’t hesitate to reach out to our support team or schedule a call.

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