Customer Support [v4.9.3]

For versions:4.9.3

Send File or Attachments

A message exchange between Customer’s and Agents can contain media attachments, such as document, images, audio, video, feedback, form, FAQ, even video conference call. The types of attachments that can be sent varies by channel.

To begin, go to customer support page, select ticket and click the reply button. Then, you can see a pop up of conversation chat, click the attachment button.

Send File

You can send files like documents, images, audio and video. A common data type that is used for sending file is :

File NameType FileMax. Size
Document[.doc], [.docx], [.pdf], [.xls], [.xlsx].2Mb (Default)
Images[.jpg], [.png].
Video[mp4]

In conversation chat, click the attachment button and select send file menus. Then, you will see a pop-up to find file in local, select file and click the Open button.

For example, send a file with type file is a .png. And then, you can preview the file in the conversation chat, you can click cancel button to cancel the send files, or click the send button to send the file.

If the file submission is successful, you will see the file in the conversation chat as shown images below.

Send Library

You can send a library like cards, option, images, documents, videos and audio. A common data type that is used for sending library is :

Digital Library Management Type File Max. Size
Card ‘gif’, ‘jpg’ and ‘png’. 2Mb (Default)
Option
Image ‘gif’, ‘jpg’ and ‘png’.
Document ‘doc’, ‘docx’, ‘pdf’, ‘xls’ and ‘xlsx’.
Video ‘mp4’ and ‘m4v’.
Audio ‘mp3’ and ‘wav’.

Sometimes, you might need to send promotion or other information product use asset in digital library. In conversation chat, click the attachment button and select send library menus. Then, you will see a pop-up to find or add a digital library.

For example, attach digital library with type digital library is ‘card‘. If the digital library has been sent successfully, you will see a digital library (carousel) in the conversation chat, as shown below.

Then, in the customer’s live chat, digital library card can see as shown images below.

Send Form

Sometimes, you might need to sending form attachments to customer chat. In conversation chat, click the attachment button and select send form menus. Then, you will see a pop-up to find form.

For example, select form and click attach button to send form to the customers chat. Then, if the attach form is successfully, form will appear in the conversation chat as shown images below.

The form that is filled out by the customer, will automatically be entered into the customer case list, as shown below.

And, the form will also be entered in the task list on the form management. In this tab, Supervisors can ‘approve‘ or ‘reject‘ forms.

Chat History

A chat history is an archive of transcripts from online chat or instant chat conversations. In this feature, Agents can save chat conversations between customers and agents from livechat.

In conversation chat, click the attachment button. Then, select and click the chat history menus. Chat history will be automatically downloaded in .pdf file format, such as images below.

Send FAQ

Sometimes, you might need to send knowledge or information about product to reply chat of customer. In conversation chat, click the attachment button. Select and click the send FAQ menus.

Then, you will see a pop-up to find FAQ. if you will update the FAQ before sending it to the customer, click the attach button, but if you will immediately send the FAQ to the customer without changing it first, click the send button.

If send knowledge to customer is successfully, knowledge will appear in the conversations chat, such as images below.

Video Conference Call

One of the best features in the Livechat 3Dolphins is video conference call. With this feature, you can talk with your customer. Video conference call is very easy to use, because enables you to carry out business procedures without the trouble of having to meet face to face.

On the conversation chat, to sent video conference call invitation to customer, click ‘Attachment‘ button and select ‘Conference‘. Then, a video conference call invitation will be sent to the customer, as shown below.

At the live chat of customer, click ‘Accept‘ button to start video conference call with agent.

After accept video conference invitation, at the customer livechat, video conference call will display such as images below.

If the agent’s stops the camera, in the customer’s video conference call display, the agent’s image will not be displayed. Vice versa, If the customer stops the camera, on the agent’s video conference call display, the customer’s image will not be displayed.

At the agent dashboard, video conference call will display such as images below.

Field component explanation :

IconNameDescription
Speaker StatsTo view the participants those joining the call.
Start/Stop CameraTo start or stop camera in the video conference call.
Leave CallOnce you’re done talking with customer, you can end the call by clicking the red phone icon at the bottom of the video conference call screen.
Audio ConferencingTo enable or hold an audio in video conference call.
Toggle Tile To display layout of video conference call with types is tile.
OptionAt the option menu, you can manage ‘profile‘, ‘setting (Device)‘, ‘manage video quality‘, ‘view full screen‘, ‘speaker audio‘ and ‘view shortcut‘.
ScreenshotIcon to fast capturing of video conference call.

When the customer makes a video conference call with the agent for the second time, the customer will be asked to enter a password, as shown below.

To send a video conference call password to a customer, you can see the password in the upper right side of the agent dashboard, like the picture below.

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