In the second part of our short series of guides for Chat Agents, we introduce conversation management. 

(if you missed part 1, click here.)

Not a Chat Agent? Click here for our guide on getting started for Administrators

Conversation Management

Begin by logging in to GeckoChat. Navigate to the Conversations tab. 

The conversation view is, broadly speaking, the sum of three parts: the left-sided list of conversation, the central conversation window and the right-sided contact details.

Left-side

Here we can see the name of the recipient of our messages (if no name has yet been collected, GeckoChat will improvise and generate a colourful temporary name!), when the last message was sent/ received and, by hovering your mouse over the via icon, you can see the channel the conversation has taken place on. 

In addition to this, you're able to see if a conversation is active - the grey pip turns green when a conversation is ongoing. 

A key functionality of conversations is only visible when hovering the mouse over this section. Notice the tick icon in the above screenshot? Clicking that will close the conversation. Doing this has some key implications; closing conversations triggers GeckoChat to sync the conversation log and any contact details you've collected to your CRM system. 

What if you accidentally close a conversation? No problem. Simply navigate to the Closed tab and then either choose to Reopen the conversation or Delete it. 

Clicking on a contacts name, as in the screenshot above will cause you to open the....

Central Chat Window

If you've ever used a messenger service of any kind before, chances are you'll have no trouble using GeckoChat. Messages from students come in on the left side of the window, whilst Chat Agent messages are displayed on the right. 

Underneath each message is a snapshot of the channel used to send the message, the time it was sent and an envelope icon. If the envelope is open, your message has been received. If it remains closed, it has yet to be opened/ viewed.

At the foot of the conversation area, we see a grey box. This is our message composition box. Let's go through this from top-to-bottom:

  • Channel Selection - Switch between channels by clicking the channel names at the top of the chat composition area. In the above screenshot, our account has two channels - Website Live Chat Support and Gecko Support Email Channel. If a user isn't responding on one channel - simply hop over to another and try there!
  • Message Editor - Notice the area with the placeholder text, Type a message...? This is where we compose our message. Some channels support rich-text messages (bold, italics, links, bullet-points etc.) To make use of this, just type your message out and highlight a word or sentence.

Let's explore the bottom row of this area, from left-to-right. (note: not every channel supports all of these features):

  • Notes - An area which to make notes which are recorded against this contact. Notes are only visible to GeckoChat users and are stored in the Notes section. Clicking the notes icon a second time will revert to the message editor. 
  • Upload Attachments - Attach pictures or included documents to be sent to the contact. 
  • Download Conversation - This feature allows you to download the entirety of the conversation as a .csv file. 
  • Saved Replies - Use an already-saved message. Useful if you don't want to have to type out the same response for the hundredth time! (note: only Administrators and Supervisors can create these.)
  • Mailmerge Tag Builder - Dynamically create responses. Tags will pull through saved information on the contact to include in messages. e.g. Want to send 15 identical messages asking contacts to confirm if the email address you have on record for them is still up-to-date? Instead of personalising the name and email for each message, simply use tags to mass send the following: Hi {{contact.first_name}}, is {{contact.email}} the best email to reach you on? 
  • CC and BCC - Carbon copy and blind carbon copy. Allow emails to be sent to more than one recipient at a time by listing other email addresses here. 
  • Forward Conversation - Quickly share conversations with other users by emailing them a copy of the conversation logs in one easy process.
  • Send - Once you've written your message, click this to send. 

Another crucial element is located just above the chat window; the Compose button. 

Clicking Compose opens a new window with an intelligent search bar. Clicking the search bar will show a list of intelligently generated contacts. An incredibly useful feature to note though is what happens when you begin typing in the To section. 

Typing a name will begin to filter through contacts. Typing in an email address will begin to search for all records on file (i.e. @gmail.com will show all contacts with that email suffix.) Typing in a brand new email and hitting enter will allow you to send a new message to a hitherto unspoken to contact. The same goes for telephone numbers (providing you have an SMS channel set up on your account).

In short, you have the power to initiate conversations with any existing or new contact.

Right-side

The right-side of the conversation screen is home to all the key information you have on a contact. Think of it as an information hub.

At the very top, we see a search bar. This intuitive tool allows you to search not only by contact name or details but by text/ phrases used in messages. Do you remember telling somebody about Visa support and that you'd get back to them, but can't recall who? Simply type Visa support into this search bar to dynamically generate a list of conversations which include that phrase. 

Working our way from the top down, we see the name of the contact and when they were last active. Clicking the black arrow pointing down opens a quick-menu to navigate to any other conversations with this contact, or to delete this contact. 

  • Contact owner - this allows you to choose which member of the team 'owns' this contact. Any further conversations that come in from this contact will automatically notify the owner. Assigned to: allows you to delegate responsibility for getting back to this contact to individuals or teams. 
  • Contact information - These are fields created by your system Administrators for useful information to collect. Simply clicking an empty or existing value in one of these fields allows you to update the record. Clicking the black arrow will reveal more options and fields to fill. When you Close a conversation, this is the information (along with the chat log) that will be synced with your CRM.
  • Language - This shows you the geographical region (based on IP address) of the contact.
  • Conversation Tags - Tags can be used to easily categorise and segment students for efficient processing (sounds quite sinister, doesn't it?!). A popular use case might be labelling contacts based on their level of study (Undergraduate vs. Postgraduate). Tags can be used in the search bar to quickly find contacts.
  • Add a Note - Any notes added by Chat Agents for this contact in previous conversations will be stored here.

Well done for getting this far! If you haven't already, have a play around with using the channels. There's a lot of detail here that becomes second nature with a few minutes acquaintance. 

In the next article, we look at how to use the GeckoChat mobile app to keep in contact on the go. 


Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.

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