Responding to Incoming Chats in Zendesk Chat
How do I respond to an incoming chat in Zendesk Chat?
To respond to an incoming chat in Zendesk Chat, simply click 'Serve 1 Request' at the bottom left of your dashboard. This opens the chat window where you can see the visitor's initial comment and any automated messages.
Once the chat window is open, click inside the text entry box at the bottom to start typing your response. You can use shortcuts to quickly add text, or type your response manually. As you type, the customer will see that you're typing. You can also add emojis, attach documents or images, and request chat ratings using the controls at the bottom of the chat window. When you're ready to send your message, hit the Enter key. Continue chatting until the conversation is complete, then end the chat.
More related questions
How can I start a proactive chat with a visitor in Zendesk Chat?
Starting a proactive chat in Zendesk Chat is easy and allows you to engage visitors before they reach out. To do this, go to the 'Visitors' section on your dashboard and select a visitor from the 'Active Visitors' list. Once you've selected a…
What are the steps to transfer a chat to another agent in Zendesk Chat?
Transferring a chat to another agent in Zendesk Chat is straightforward. You can transfer chats to other agents or departments, provided there are multiple agents online in the department. To transfer a chat, select 'Invite Agent/Transfer to Agent'…
How do I end a chat in Zendesk Chat?
Ending a chat in Zendesk Chat can be done by either the agent or the visitor. If a visitor ends the chat, you have the option to continue or end it. To end a chat, hover over the visitor's name or ID at the bottom right of the window and click the…
Can I chat with other agents in Zendesk Chat?
Yes, you can chat with other agents in Zendesk Chat, either by adding them to an existing conversation with a visitor or in a separate chat without any visitors. To add another agent to a chat with a visitor, select 'Invite Agent/Transfer To Agent'…
How do I assign chat tickets to a Support agent in Zendesk Chat + Support?
In Zendesk Chat + Support, you can automatically assign chat tickets to a Support agent. This ensures that any tickets created from your chats are directed to the right person. To assign chat tickets, go to the Chat dashboard, click on 'Settings',…
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