Live Chat

Chat with your website visitors in live mode:

You can see all the messages from website users right in the CRM and chat with your website visitors in live mode.

This function is very closely related to customer success, which makes it reasonable to create groups of customer success employees prior to opening live chat.

To install and set up live chat, activate the application:

Run the application and add an entry for each website (or website section), where you are planning to enable live chats.

You can use multiple chats for different websites by adding several entries:

Adjust the application settings:

1 — name (any name: for example, website address);

2 — select the customer success unit (group) to receive chat messages;

— select feedback forms to be sent to website users for submission (for instance, purchase order request or request for additional contact details). You can create online feedback forms following these instructions.

Open the "Preview" tab to select the chat agent arrangement on your website.

4 — call from website. Use the link to the CRM telephony — "Call from website" — and offer your customers to call you right from the website by clicking the correspondent icon in the chat interface.

Open the "Actions" tab to set the conditions triggering certain actions in the chat.

Default settings are as follows:

  • Greeting message: 'Hi! Can I help you?' — triggered by the visitor's interest to your website content.
  • Busy message: 'All the agents are busy/offline now. We will get back to you shortly!' — triggered by a long pause in the conversation or when all the customer care agents are absent.

You can add any other events and organize them following any logic pattern:

5 — type of action: 1) display message; 2) display form; 3) default form "Introduce yourself";

6 — action condition;

7 — message text:

8 — type of condition (you can employ multiple conditions connected by "and");

9 — condition parameters:

Copy the code from the "Embed code" tab and paste it to your website pages anywhere above closing tags.

10 — body code;

11 — target code (triggers events: for example, displaying pop-up text 'Ask any question' when the "Place an order" button is clicked).

All website user messages arrive (followed by pop-up notifications) to the "External contacts" tab, where you can also chat in live mode:

You can also study website visitor statistics in the CRM: 

You must also see:

  • Online Forms Settings

  • Website User Analytics

  • You may also be interested in: Database Object Categories

    Back to Contents

    INTRUM CRM is a SaaS cloud solution and is hosted by our servers. The CRM is flexible and can adjust to your business needs. You will be getting all the necessary assistance from your personal adviser while using the system.