Conversations

  1. Left panel
  2. Chat with visitors
  3. Visitor info
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Left panel

The first thing you see, when logging in to the Smartsupp dashboard is the list of visitors and the sidebar. It is located on the left side of your dashboard. In this tutorial, we will look at what you can see and what you can do in the sidebar of the dashboard.
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  1. Agent’s photo, name, and status. Agents can change their status to online/offline here. If you are using groups, agents can see them here.
  2. Visitor’s initials and the chat status. Later in this tutorial, we will show you what each of these statuses means.
  3. Visitor’s name and the text of the last message.
  4. Time since the last message and the number of new messages from your visitor.
  5. The number of online and offline agents in your account. Agents can’t see themselves here.

Which chat statuses can you see?

  • New chat.
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  • New message(s) in active chat. The number of new messages is displayed in the bottom right corner.
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  • Active chat, but with no new messages from your visitor.
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  • You’re not in conversation with this visitor (for example if the chat was ended)smartsupp-conversation-en-07
  • Visitor left website
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  • Visitor is typing a message
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Chat with visitors

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  1. Name of the visitor.
  2. Tab with the ongoing chat.
  3. Tab with the history of conversations – when clicking on this button, you will be able to access all of the previous conversations, that you had with this visitor.
  4. Transfer chat – you can easily transfer the chat to another agent.
  5. Close chat.
  6. Other options – you will find the option to block visitor here.
  7. Button for selecting shortcuts.
  8. Text area – you can write your message here and send it by pressing the “Enter” key on your keyboard, or the send button.

Visitor info

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  1. Name of the visitor
  2. Email of the visitor
  3. Location
  4. IP address
  5. Name and version of the operating system and web browser.
  6. Note – your agents can add own notes to the visitor info
  7. Browsing history and referer
  8. Customer info – Do you have a webshop or web application? Show info about customers who are signed in on your website in Smartsupp (name, email, spend and more), where your agents can see it while chatting. Customer info is linked automatically if you are using our plugins for WordPress, Prestashop, Shopify or other know e-commerce platforms. In other case use this API.