Meet our Nautilus Chat! This is our newest development that we hope adds value to your work flow. We wrote this guide to help new users learn how to log in, reply to chat messages, and fully optimize use of this new feature.
Table of Contents:
1. How to Log in to Nautilus Chat
Simply follow the link dedicated to your version of Nautilus Chat, and log in using your credentials. Our team will be providing users their specified credentials which include a User Name and a Password.
2. Changing Agent Password
After initial login, it is imperative that users change their assigned passwords immediately. To do so, press the profile button on the top right section of the page. Doing so will reveal two options:
* Change Password
Choose "Change Password" from the drop-down menu to make the necessary changes.
3. How to launch the Chat Window
The Chat Window is where you can see all the available chat messages from customers. Users can launch this window by clicking on the Chat Portal located on the upper-left hand side of the main page.
Doing so will lead agents to the Chat List. This shows all available chat requests that need attention.
4. Accepting an incoming chat request
Whenever a customer chooses to interact with a live agent, their request will show up on the Chat List. It will show pertinent details like the Requester's Name, their phone number, chat type, when the interaction started, their status, and actions taken.
As a live chat agent, simply click on the button to assign it to yourself.
5. Replying to a message
After being assigned a chat request, agents are shown the entirety of the interaction. This shows agents a complete timeline of the chat conversation, what solutions they were presented, and what led to them to that exact point.
Agents can type their message in the text box at the bottom section of the page. Pressing 'Enter' or the red arrow button on the bottom right will send the message.
6. Using Chat Shortcuts
From the agent's point-of-view, pressing the / key opens up all available shortcuts. Alternatively, choosing the right shortcut will also input the template assigned to it. In this case, let's say you choose the "Greeting" shortcut.
Doing so registers the Shortcuts and inputs the right message template. This saves an agent a lot of time rewriting the same message over and over again during the course of a shift. To edit or add more Shortcut, please inform Admin team as only Admin user has the access right to edit or add Shortcuts.
7. How to send an attachment
Agents also have the option of sending attachments via chat. Simply press the paper clip button beside the red "Send" button.
8. Ending a chat
Once an agent has successfully and thoroughly assisted a customer, they can end an interaction by simply ending the chat. To do so, press the three stacked dots on the top right section of the chat window. Doing so will reveal a drop-down menu that includes the "Close Chat" option.
9. Ending a chat with Summary
Sometimes a chat interaction can go on longer than is ideal, and keeping track of everything can be a hassle. Sum up the whole interaction with a simple note by pressing the three stacked dots on the top right section of the chat window, and press the "Close Chat with Summary" option.
10. Updating contact details
The Nautilus Chat will also include a Reporting feature that will be available in Phase 2 or 3. This report will include customer details, which agents can update by pressing the three stacked dots on the top right section of the chat window. This will reveal three options including the "Add/Update Contacts" button.
In doing so, this will reveal three sections that can be updated at any time including the customer's name, email address, and mobile number.