💡 What is this? A super quick guide to managing live chat convos on Gecko.
🔎 Who is it for? Agents who want to participate in conversations but don't need to know how to use the rest of the platform.
⏰ Got anything else? If you're a system administrator or want to learn everything there is to know about Gecko, check our admin setup training video.
1: What is Gecko live chat?
💡 Did you know? Students can use Gecko to send you messages via Live Chat, WhatsApp, SMS, Email, Facebook Messenger, and Instagram. Learn more here!
Students can message you using a live chat widget that sits in the bottom-right corner of your website.
Depending on your setup, the live chat widget may request personal details from the student, such as their name or email address, before they can send you a message.
If this isn't the case, Gecko will automatically give the student an alias, such as 'Red Tomato' so you can differentiate between the different students you are speaking to.
2: Logging in and finding your conversations
To use Gecko's chat agent feature, log in with your email and navigate to Conversations > Inbox.
The interface includes filters to view different conversation types: unassigned chats that haven't been picked up by agents, open conversations happening across the platform, closed conversations, and bot-managed chats. On the right side, you'll see contact details for each student collected through the pre-chat form.
3: Assigning and replying to conversations
To assign yourself to a conversation in Gecko's chat system, either use the Assign to option at the top of the conversation view, or, if you'd prefer, just send your first message to the student in the conversation!
If you're unsure how to answer to a student's question or query, you can use the Generate a response (magic wand icon) button, which creates an AI reply that you can edit before sending.
Additionally, you can access saved reply templates for frequently asked questions, attach files to conversations, and download conversation transcripts using the various options available at the bottom of the chat interface.
4: Reassigning conversations and notes
To reassign a conversation to another agent in Gecko, click your name at the top of the conversation view and select the [x] icon to unassign yourself. Doing so will remove the conversation from your My conversations filter.
Finally select the agent(s) or team(s) you'd like to assign the conversation to. To help the new assignees get up to speed, you can optionally switch to Notes mode by clicking the notepad icon in the bottom-left of the reply box, allowing you to leave internal notes for the new agent about what the student needs help with. These notes are only visible to your colleagues and will never show to the student.
5: Closing and reopening conversations
To close a conversation with a student in Gecko, click the Close conversation tick [✔️] icon at the top of the conversation view.
Doing so will move the conversations from your My conversations filter to the Closed filter. Closed conversations can be reopened again by going to the in the Closed filter, and clicking the Reopen conversation button.
Any questions? Start a live chat with a support team member, or feel free to explore the rest of our academy. Spotted an error or want to suggest a future article for the academy? Let us know here.