The chat follow-up email is a new feature released to automatically forward chat transcripts to the right person/department. After finishing a chat the chat operator assigns one or more result codes to the chat that are connected to specific email addresses. E.g. a chat with result code ‘lead’ can be directed towards the email address of the sales department. Chat operators do not have to copy paste texts. All the chat operator has to do is click “OK” en the chat is directed towards the correct email address. In case the chat operator has to make an important notification of the chat, this can be added manually. A convenient way to for example say that the chat demands a quick reply.
How do I install the chat follow-up?
You install the chat follow-up by going to the follow-ups page:
Management -> Chat campaigns -> choose your website -> icon settings (top right) -> follow-ups -> more options
Consequently, at the bottom of the page you can enter the email addresses per result code: standard, general, sales, support and other. You can enter more than one email address per result code by adding a semicolon and space between two email addresses. Did the chat operator not assign a result code to the chat, then the script will bes end to the email address that is inserted in ‘general’.
Adding a result code
You can create additional result codes by going to ‘goals’ in the column on the right. Go to ‘see settings’ to add new result codes. You can choose to enable assigning multiple result codes to a single chat, and whether chat operators can close the chat without assigning a result code. Automatically forwarding scripts is very efficient, for example when you have a specialist that you want to answer specific questions. Then, just add result code ‘specialist’ and connect his or her email address to it.
The chat follow-up feature saves your chat operators a lot of time, because they don’t have to forward chats to specific email addresses manually. Moreover, chat transcripts are always sent to the correct person or department.