Home > Make the most of Team Chat

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(Last Updated On: July 18, 2017)

If you’re using the SnapEngage Web Client, making good use of the Team Chat feature could significantly improve you and/or your team’s performance.

(And if you’re not using the Web Client, now is a great time to give it a try!)

What follows is a list of features, and tips on how to make them work for you.


Step 1: Set up your Agent Info

The first thing you should do, is set up your Team Chat Name and Photo by navigating to the “Agent Info” tab.

Note: The info you set up in this tab is only shown inside team chats. These names can be as casual as you and your team like, since the name and picture set up in the following tab will never be visible to the public.

Get to the Agent Info tab:
  • Click the Gear icon to bring up the Agent Preferences panel.
  • Click the Agent Info tab.

1-AgentInfo

Don’t forget to choose your Team Chat sounds!
  • Click the Gear icon to bring up the Agent Preferences panel.
  • On the “Sounds” tab, you can configure sounds specific to Team Chat.

This is very, very helpful, because you’ll probably want to configure different sounds for incoming Visitor chats than you have configured for Team Chat messages. Pay particular attention to the “Mention” sound, this is how other Agents will tell you when they need you right away, so set it to something that will definitely get your attention! (“Sneeze” seems particularly effective.)

1b-AgentSounds


Step 2: Start a Team Chat

To start an internal chat with someone on your team, first hit the little “Person” icon to open the “Online Agents” panel.

This panel will show you all agents who are currently logged in. (Similar to the “Transfer” panel.) It will also show you what their chat availability status is.

Note: The “Available” or “Paused” status in this panel relates to incoming chats from Visitors, and doesn’t necessarily reflect whether this agent is available for a Team Chat.

Start a chat with another Agent:
  • Click the “Person” icon to open the “Online Agents” panel.
  • Find an Agent you would like to chat with.
  • Click the “Chat” button next to that Agent.

2-StartChat

This will start a one-on-one Team Chat initially, but now you can add additional agents to the Team Chat!


Step 3: Add more Agents to the Team Chat

At this point, you should have a chat going with another agent. There are two things to note in the following image.

  • First, you will get a little green New Message indicator, to let you know when there are new Team Chat messages to view.
  • Second, there’s a new button in the top right, labelled “Invite,” which will let you bring more Agents into the same Team Chat.
  • The “Invite” process works exactly the same way as Step 2 above.

3-OpenTeamChat

Rename your Team Chat:
  • Click the Title of the team chat, (by default, this will be a list of all Agents in the chat).
  • Type a new title, and hit Enter!

3a-NameTeamChat


Tip: Make use of @Mentions!

This is probably one of those most useful features we are currently offering. If you need someone’s attention right away, use an @Mention!

How to send an @Mention:
  • Start by typing the @ character, then start typing that person’s name.
  • A list will pop up, click the name of the Agent you want to Mention.
  • Type the rest of your message, and send it!

4-Mention1


Tip: Use inline Images!

If you paste links to images from certain services, the team chat will show a thumbnail of the linked image.

(Currently supported services: Jing’s Screencast.com, Imgur, Dropbox, and Awesomescreenshot.)

  • Link directly to the image.

5-ImageInline


Let us know if you have any other tips!

Using Team Chat effectively will bring your sales and/or support team(s) up to a new level of Awesomeness.

If you have any more tips on making the most of the Team Chat feature, drop us a line!

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Published October 4, 2013