Website chat
17 articles
- Know who's chatting: identify signed-in usersAdd Alori("identify") once people sign in. The chat knows them, puts them in their company and saves your own fields in the CRM.
- How do I turn on the chat on my website?In your CRM, open Front desk and turn on On your website at the top. Nora, your support bot, then answers visitors on every page.
- Who answers the chat: Nora, my team, or both?You choose in Front desk. Nora answers first, you first with Nora as backup after 2 minutes, or only you with Nora suggesting answers.
- How do I change Nora's name, photo and first message?In Front desk, under Nora on your website, type a name and click the picture to add a photo. Type the First message visitors read.
- How do I put the chat on another website?In Front desk, under Install, copy the line and paste it before </body> on any page of your other site.
- How do I take over a chat from Nora, or give it back?Open the chat in Conversations and click Take over. Nora stops answering that visitor. Click Give back to Nora when you're done.
- How do I teach Nora better answers?Answer the chats Nora passes to you, keep your price list and Company memory up to date, turn on Customers can know this, and write Help articles.
- How do I see chat stats and ratings?Open Front desk. The top shows this week's chats, who answered and the average rating. Ratings shows visitors' stars for Nora and each teammate.
- How do I ask customers to rate us after a conversation?Front desk › Satisfaction emails a one-click survey when you close a conversation, when you choose and in your own words.
- How do I forward support emails to Alori?In Front desk, copy your Support email address and forward support emails to it. Each one opens a conversation, and Nora, your support bot, answers by email.
- How do I see how fast my team answers chats and support emails?Open Front desk › KPIs. It shows how long visitors wait for a person on the website chat and the help desk email. Nora's answers don't count.
- How do I see my customers' satisfaction?Front desk › Satisfaction shows how many customers are satisfied, from the survey email and the website chat's stars, with every answer.
- How do I send photos and files in a website chat?Click the paperclip beside the reply box, pick up to 3 photos or files, then send. Visitors can send you files the same way, and anyone can download them.
- How do I send quick answers in a website chat?Save answers you give often in Front desk, under Quick answers. In a website chat, tap one above the reply box, then send it. The visitor's name is filled in.
- How do I send the chat setup to my developer?In Front desk, under Install, type your developer's email and click Send. Alori emails them everything to set up the chat.
- How do I track what conversations are about?When you close a conversation, tap what it was about. Edit the subjects in Front desk › Settings and see the top ones in Front desk › KPIs.
- How do I put my own picture on the chat button?In Front desk › Settings, under What visitors see, click the round picture beside Chat button and pick your picture. Your website's chat button shows it.