Setting up tabs on your personal profile page
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.
Making tabs for properties can be very useful for big teams but you can also customize your tabs for answering chats on your Personal Profile page.
To make changes to existing Tabs or create a new one from scratch for your Personal Profile page, make your way over to your Profile Icon in the top right-hand corner of the Dashboard and click the image. This will open a menu with options for changing how you experience the Dashboard and how your interactions with others will appear to them. To change your settings click the Edit Profile option form the menu.
This will open up your My Profile page, giving you options for changing not only your personal settings but also manage your Aliases, Global Shortcuts and more. Clicking the Tabs option under the Profile section will allow you to make changes and customize your Tabs.
Here you'll see a list of all of the current Tabs available 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 you can enter yourself 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 you to access both of these features. You can see a complete list of all your Shortcuts or sift through your 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 you can see this isn't the first time they've entered a chat you can quickly read through the previous one to see what they 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 can't 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 you'll 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 three 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 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 you'll have access right there in the chat, making it quicker and easier to use.
This tab is helpful for making sure you have access to information within the chat. You could include answers to commonly asked questions, outline policies or create guides 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.
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.