Chat settings

You can customize the view of the chat and make it more suitable for your site.

Move to Settings - Chat settings to start changing your chat. Each section has a preview on the right. It will help you understand what the chat will look like on your website.

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Chat visibility settings

How to hide the chat

You have configured everything and chat is now on your website. Set chat visibility if you don't need the chat to be always shown. There are three options:

  • Visible (minimized mode is always visible);
  • When there is a conversation only (minimized mode is visible only when there is at least one conversation);
  • Hidden (minimized mode is visible only when one gets a new message in chat).

Move to "Chat settings" tab in "Settings" to change chat visibility. Chat mode is at the bottom of the page. All chat settings can be changed in the second step of battery as well.

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Chat widget

Minimized mode

  1. Chat widget icon

Chat widget is shown in the minimized mode if a lead hasn't contacted an operator via chat yet. Once operator replies to lead, the widget icon will be replaced with the operator's avatar.


2. Chat button animation

Animations are played randomly every 45 seconds. You can use animation if you are using standard chat widget.


3. Chat color

Select color which will match your site's style and avatars. You can return default color as well.

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     4. Hidden message in minimized mode

You can hide the greeting message in minimized mode. The lead will see the last message from operator or auto message.


     5. Message in minimized mode

You can change the greeting message in minimized mode. Use something friendly :)


     6. Social media buttons

Icons of social media can be added just next to the chat, and leads can choose the most comfortable communication channel. To add it, you just need to tick the preferable social media and add the link to it as well.


     7. Chat position

Chat can be placed in any of the 4 corners of the screen. You can learn how to change chat position using CSS from this article.

 

Maximized mode

  1. Default name

Default name is shown in chat and email auto messages. If the default name is "Andrew", it means that the sender's address will be andrew@appxxx...

  1. Greeting

It will be shown to the leads in case they initiate a conversation with you.

  1. Chat operators' evaluation

Your website visitors and users can tell you what they think about your customer support - enable chat operator's evaluation.

 

Important: connect Conversation report for the Chat operators' evaluation to be available.

How it works:

  • the operator solves an issue and closes the conversation;
  • if the lead / user doesn't continue the conversation, it will close after the set time out;
  • then the lead / user will be asked to rate the operator:

Note: the operator may be rated only if there are more than 5 lines (as a sum of lines from lead and operator).

There are three options for the rating: bad, acceptable and excellent. When rated as Bad or Acceptable, the lead can add a comment.

The closed dialogue will show the evaluation:

Read more about support evaluation here.

 

  1. Show "Powered by Dashly"

You will be able to hide this inscription after payment for this additional feature.

     4. Chat background

Choose the most suitable background for the chat so that it looks seamlessly on your website:

5. Sound notifications

You can enable / disable the sound notifications for chat messages and auto / manual messages.

 

Working hours

Help your visitors understand if you are ready to answer soon.

The schedule affects the status (online or offline) and auto replies sending. The schedule works according to the time zone set for your account.

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You can define the working hours for every day, business days, weekends, or all week days.

If you work 24/7, then set Every day from 0:00 to 0:00.

To set lunch time, enable two periods of time: from morning till lunch, from "after lunch" till the end of working day.

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It is possible to set offline mode automatically if all operators go offline.

 

 

Internal settings

    1. Time delay before considering the conversation solved

Set the time delay for the conversation to be considered solved. The question will be considered solved if an operator closes the conversation, and the visitor doesn't send any message into this conversation for time period set.

    2. Timeout before sending conversation duplicate to lead email

If the lead doesn't read the message during the specified time period, the conversation will be duplicated to lead email.
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Auto replies

Not everyone can afford 24/7 support service. Sometimes it is unnecessary. With Dashly, you can set auto replies to work when your support team doesn't.

Important! Auto reply is shown to the lead in case they contact you via a new chat conversation.

For the auto replies configuration, move to Settings - Auto replies.

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Let's look through the points:

  1. You can enable auto replies for any period of time. What's more, you can indicate working hours, lunch time, night time and weekends.

    Important! "General reply" will be off when other replies are activated.

  2. Plan the schedule.

  3. Set the timeout for an auto reply. If operator answers before the time period runs out, auto response won't be shown. For example, you can set a 30 sec timeout. In case operators are busy,  the lead will see auto reply.

  4. Besides, you can select what data auto response should collect (phone number, email or nothing). Both email and phone number will automatically appear in the lead's card. If Dashly already knows some of this data, it won't ask again to enter it.

  5. Auto reply preview - see how it will look like in chat.

  6. Switch auto replies on and off.

 

Notifications

Don't want to miss any new conversations? Set up several notifications. Move the mouse to your avatar and click "Notifications".

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For each website you can set alerts to notify you about new messages in following conversations:

  • "Assigned to me" conversations;
  • "Assigned to no one" conversations;
  • "Assigned to someone else" conversations.

There are three types of notifications:

Desktop - notifications in browser;

Push - notification in mobile application;

Email - notifications which operator will receive via email.

All operators will receive a notification when there's a new conversation. When the conversation is assigned to an operator, only they will receive a notification.

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Configuring browser notifications

Google Chrome, Yandex Browser

  1. Click on the lock icon in the address bar.
  2. Move to "notifications" and tick "Always allow on this site".

Mozilla Firefox

  1. Click on the lock icon in the address bar.
  2. Click on the arrow and then "Details".
  3. In the permissions tab select "Allow" in front of the "Send notifications".

 

Saved chat responses

Instead of wasting your time typing same answers over and over again, you can input frequently used answers from the saved list in one click. Leads get quick response, and you save your time.

How to set up saved chat responses

  1. Move to "Settings" and find "Saved chat responses" tab.
  2. Add messages which you want to be saved and click "Add".
  3. Click "Save".

To use saved responses you just need to click on the icon. The message will appear in the input field, and you will be able to change it if needed.

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How to hide chat on certain pages

In this case you need to add the following script:

dashly.onReady(function () { dashly.removeChat(); });

 

How to hide the chat from certain leads

Hide chat from a particular lead if your support team suffers from their spam. Go to lead card, click the "more" button and choose "Hide chat from the visitor".

Then chat will be immediately hidden, and the lead won't be able to contact you via chat again. At the same time they will still receive all kinds of auto messages (chat, pop-up and email). This lead can reply only to auto messages.

If they try to make the chat appear via console and try to type something, they will see an error.

Important: all information about leads' actions will be still recorded and placed in lead card.

Important: you can unblock the chat in a lead card at any time.

The ability of lead to send emails won't be blocked.

 

How to open chat via script

To open chat by clicking on your button, you just need to add the following script to your button's code:

dashly.open()

With this settings chat will be opened even if it was hidden.

 

Hiding chat from leads

Hide chat from a particular lead if your support team suffers from their spam. Go to lead card, click the "more" button and choose "Hide chat from the visitor".

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Then chat will be immediately hidden, and the lead won't be able to contact you via chat again. At the same time they will still receive all kinds of auto messages (chat, pop-up and email). This lead can reply only to auto messages.

If they try to make the chat appear via console and try to type something, they will see an error.

Important: all information about leads' actions will be still recorded and placed in lead card.

Important: you can unblock the chat in a lead card at any time.

The ability of lead to send emails won't be blocked.

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