External chat
Inside the application
You can receive and send messages to your clients inside any of the application's sections and services by clicking the chat icon - External.
Tip
After the chat is closed, all client requests are saved in the client card as a "Chat" task
Standalone service
You can also work with chats in a separate microservice, which you can select when signing in to WorkZeal
Getting started
To start working with the external chat, set up one or more sources:
How to install the chat widget on a website
Working with the chat
Accepting a chat
When a chat is requested, the operator (a system user) receives a browser notification, and the chat from the client appears on the left. Click it, then click Accept chat.
If the client's email address is already in your database, the system will identify the client and the contact person. If the email address is not in the database, you can manually select a client from the list or add a new one.
Inviting colleagues
You can reply to a chat together with colleagues; to do this, invite a participant. The list shows the users who are currently online.
Transferring a chat
If a chat needs to be handled by another employee, you can simply transfer the chat. The list also shows only the users who are currently online.
Closing a chat
When the conversation is over, the operator closes the chat by clicking the Close chat button.
Actions after the chat is closed:
- The client is sent an email with the conversation history. If the client contacted you through social networks, the conversation stays in their direct messages.
- A task with the conversation history is created in the client card.
- If the operator did not link the chat to a client during the conversation, the system itself will offer to Create a new client. If you close the chat without linking it to a client, no task will be created for the chat.
Response templates
For typical questions, we recommend preparing response templates; this lets the operator spend less time processing a request. How to create a template:
To send a ready-made reply, select Templates in the Message field, find the one you need in the list and click Select. The reply is sent to the client immediately.