Reply in a Conversation
How to Send a Message
Select the assigned conversation you'd like to respond to.
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.
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 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 such as documents, screenshots, or photos can provide vital context or clarify complex issues, reducing misunderstandings and streamlining support and sales.
Agents can attach and send files to users by selecting the paperclip icon in the reply section.
Integrating agent signatures not only humanizes online interactions but also conveniently provides contact details for follow-ups, boosting user satisfaction.
Agents can create their own signature in the Profile Setup section. Learn more here: Add/Edit Your Signature
Using bold, italic, and bullet points helps highlight crucial info, organizes content, and makes messages clearer and more engaging for users.
Agents can use these text formats when they enable the rich text editor bar in the reply section.
We always recommend the following best practices for scripting messages in a way that keeps users engaged:
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.
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...".
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?"
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".
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".
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.
Personalization: Use the customer's name in the conversation to make it more personal and build a connection.
Offer Solutions: When addressing a customer's concern or issue, offer solutions and options rather than just stating the problem.
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.
Thank the Customer: Always thank the customer for their time and for choosing your service.
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