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.

NOTE: The instructions below can be completed from a browser or the desktop apps.

View directions for iOS here: How to respond to an incoming chat on iOS

To view the Sounds & Notifications settings, click your Profile icon in the lower-left corner of the screen.

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 Chat button in the lower area of the chat window.

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.  

Learn more about setting up Aliases on here:

Need more help? Schedule a call with our support team.

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