Reply in a Conversation

How to Send a Message

How to Reply and Enrich a Message

1. Select the assigned conversation you'd like to respond to.

2. Start typing in the 'Reply' field. If you prefer to type in a larger window, select the square button located at the top right of the box.

Expand Your Reply Window

1. Once complete, select the 'Send' button or hit the 'Enter' key to send your message.

Don't forget about using keyboard shortcuts to help quickly send out a reply!

• Shift+Enter: Start typing in a new line

• /: Canned Response option window appears

• Alt+P: Switch to Private Note

• Alt+L: Switch to Reply editor

Enrich Your Message

There are a few options for agents to personalize and enrich messages:

Emojis

Emojis enhance chat conversations by providing tone and emotion, making digital communication feel more personal and engaging.

To add an emoji, click the emoji icon and select an image.

Attachments

Signature

Rich Text Editor

We always recommend the following best practices for scripting messages in a way that keeps users engaged:

1. Empathy and Understanding: Use words that show empathy and understanding towards the customer's situation. Words like "understand", "appreciate", and "empathize" can help build rapport with the customer.

2. Positive Language: Use positive language to create a more pleasant and optimistic tone in the conversation. Instead of saying "I can't do that", say "What I can do is...".

3. Open-ended Questions: Ask open-ended questions to encourage the customer to share more information and keep the conversation going. For example, "How can I assist you today?" or "What can I do to make your experience better?"

4. Active Listening: Use words that show you are actively listening to the customer, such as "I see", "I hear you", and "I understand your concern".

5. Reassurance: Reassure the customer that you are there to help and will do your best to resolve their issue. Use phrases like "I'm here to help" and "We'll work through this together".

6. Avoid Negative Words: Avoid using words that may come across as negative or confrontational, such as "no", "can't", "won't", and "problem". Instead, focus on offering solutions and alternatives.

7. Personalization: Use the customer's name in the conversation to make it more personal and build a connection.

8. Offer Solutions: When addressing a customer's concern or issue, offer solutions and options rather than just stating the problem.

9. Follow-up: After resolving the customer's issue, follow up with them to ensure they are satisfied with the outcome and ask if there's anything else you can assist with.

10. Thank the Customer: Always thank the customer for their time and for choosing your service.