How to start using Chat

Before chatting can begin, Chat must be set up by the account owner or admin. This can be done manually or through our intuitive onboarding process. This process also includes activating the chat launcher.  Click here to learn more. 

Now that Chat is ready to go, it’s time to get your team ready too.

All members on your team can have access to chat with visitors, whether they are a member, creator, admin or account owner. However, if a team member is assigned to a non-public facing team, they won’t be able to chat regardless of their permissions. Learn more about teams here.

Before anyone can chat, you need to:

  1. Set up your profile, including your profile image
  2. Make yourself available to chat

Get ready to chat: Set up your profile

Chat is more than a method to connect with visitors and answer their questions before they can bounce. It shows a personal side of the business, and that starts with a profile image. 

We recommend all team members update their profile image to show their headshot. 

To set up your profile and update your profile image: 

  1. Click on your profile image in the upper right corner. This will display as your initial(s) in a colorful circle when you initially set up your account. 
  2. Select Personal Settings
  3. Click on the gray Update button located next to the profile image. You can also adjust your name, title and other information for both customer-facing and internal needs. 
  4. You’ll be prompted to select your desired image to use as a profile image. We recommend all chat operators use their headshots or an appropriate image of themselves for better customer experience.  When ready, select Open. 
  5. Scale in or out on your photo or use your mouse to adjust the position of the crop. When it looks just right, select the purple Done button. 

Your profile image in both your Personal Settings and in the upper right corner should now display your uploaded image. 

Get ready to chat: Change your availability

With your profile image ready to go, the next step is to mark yourself as available. 

  1. Select your profile image in the upper right corner
  2. Click the toggle next to “Available to Chat” 

Whether you toggle it on or off, a blue notification banner will appear at the top center of the app to alert you that you are either “available to accept visitor chats” or “no longer accepting visitor chats.”