Live Chat Operator Experience

Using Live Chat as an Operator

Receiving a Chat Request

• When a visitor starts a chat, a notification appears in Discuss (in the "Live Chat" inbox in the left panel).
• If you are not actively in Discuss, a desktop notification pops up (if enabled in your browser).
• Click the notification to open the chat.
• Quickenerp shows visitor context if available: pages they visited on your website, their IP address, and any previous chats.

Chatting with a Visitor

• Type your response and press Enter.
• Use canned responses by typing :shortcut and pressing Tab.
• Use rich formatting: bold, italic, lists, and links.
• Send attachments (files, images) by clicking the attachment icon.
• Click Transfer to transfer the chat to another operator (e.g. from sales to technical support).

Ending a Chat

• When the conversation is complete, click End Chat.
• The visitor sees a "Thanks for chatting" message.
• If enabled, a transcript is emailed to the visitor.
• The chat history is saved in Discuss for future reference.

Live Chat Reports

Go to Discuss > Reporting > Live Chat Analysis:

• Total chats, chats per operator, chats per day.
• Average response time (how fast operators reply).
• Average chat duration.
• Customer satisfaction ratings (if enabled – visitors can rate the chat after it ends).