Home > Why is the HUB better than the Chat portal?

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(Last Updated On: August 1, 2018)

With a modern look, an easy interface and separate panels, the HUB is a newer and easier way for agents to respond to chats. In this article, we will see why the HUB is better than the chat portal. Find out how to upgrade here.

 

Favicon showing status and notifications of new chats

On your browser, you will now see the status, so it’s easier to identify when you are paused, if you are on another tab, and you will also see new chats coming in.


 

Timeline of previous chats in the middle column

When a visitor starts a new chat, SnapEngage checks whether that visitor has chatted in before. On the HUB, you don’t need to leave the window to see the previous interactions. In the case, below, you will see the same visitor has chatted in a few times before, and by clicking on the date and time, it will display the previous chat inside this column (not in a new tab).

 


 

Better organised with columns and visibility

You will find that the HUB is organised in a different panels, which makes it a cleaner interface.

  1. Live Chats – This is where you will receive live chat requests from visitors, and respond to them. You can have multiple ongoing chats concurrently within this tab.
  2. Recent Chats – These are chats from the previous 2 days that were handled by the agent. This is helpful if you need to go back to reference a chat you may have had recently.
  3. Chat Duration – This will show how long the chat has been ongoing.
  4. Widget – The current widget the chat is on.
  5. Chat Display – Here, you will receive chat messages from visitors.
  6. Actions Area – By default, the Reply tab is active so that you can easily respond to a customer. However, you can also Transfer chats to a different agent or widget. If you click the Actions tab, you get some more options:Upload File, Request File, Ban User (which sets a cookie ban for 30 days on the visitor’s browser), Request Secure Data, End Chat (keep in mind that there is no second confirmation here, the chat will end once this button is pressed). You can also close a chat by typing /bye in the text field).
  7. Text Field – This is where you will type messages to visitors, or type Shortcuts or Operator Variables. Then you will either click on Send or hit enter on the keyboard.
  8. Shortcuts – If you would prefer to click on a shortcut rather than typing it whilst in a chat, you can navigate through all of your shortcuts here.
  9. End Chat – This button will terminate the current chat. As mentioned above, there is no secondary confirmation here.
  10. Contact – All of the necessary visitor information can be found here, including their contact information, user environment and general location.
  11. Knowledge base – Agents can use this tab to search for help documentation or answers to frequently asked questions. You can read more about this here.
  12. Agent Links – You can link to external forms that can be filled in by the agent after the chat has ended, or even link to a webpage that holds some useful information that will help your team.

 

Team chats and individual chats are in different sub-tabs

  1. Team Chats – Here, you will see any group chats that you are currently a member of. Any chat with more than 2 people involved will count as a team chat.
  2. One-on-one – As suggested by the name, here is where your one-on-one threads with colleagues will be accessible. If one person in a one-on-one chat leaves the chat, this will show as -On my own-, but you can still access the chat messages or exit it completely so the tab disappears.
  3. Main Navigation – Here, you can navigate between team chat and visitor conversations. You will see new messages appear here as a number within a bubble, to make you aware there is a new message in either tab.

 

Preview of the time and last message on in the overview column

On the HUB you will be able to see the last message that you or the visitor sent, and how long ago the last message was sent, which is great when handling more than one chat.

The bubbles will also change colour to indicate that the visitor has been waiting for a while


The settings for HUB are all together in one place

 


Agents alerts are more visible

 

 


Improved UI

The HUB is much easier to see, with a bigger font, a more modern look and easier to use. You can slide the panels, and change the size to make it more comfortable for yourself. It also has a cleaner look for the dates and times in the visitor chat and the team chat.

 

 

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Published August 1, 2018