Introduction – Standalone mode
3CX Live Chat configured as “Standalone – No 3CX” has a number of features available for the administrator and agents to simplify their day to day operations. This mode does not connect with an existing 3CX installation but operates in standalone mode within WordPress.
Configure Live Chat Box
Get more information on how to configure pre-chat, chat functionality, branding and offline mode, by visiting the guide on how to Setup your Live Chat box.
With the setup wizard finished, the site’s administrator is set as the default agent. Create additional agents by following the steps below:
- Go to “Live Chat > Settings > Agents”.
- In the “Add new agent” select from the dropdown an existing user of WordPress to be assigned as a Live Chat agent. New users should be first created by the administrator in the “Users” menu of WordPress.
Note: User’s with a “Subscriber” role will not be listed.
- Save settings to apply the configuration.
You can create departments that agents can be assigned to and users can select when starting a chat.
Firstly you’ll need to create departments. To do this go to:
- “Live Chat > Tools > Departments”. Click “Add New” and create as many departments as you need.
- Go to “Live Chat > Settings > Departments” to adjust the configuration.
- “Default Department”: Your default department selection will set the department that new chat sessions are automatically assigned to.
- “User Department Selection”: Enable this option to allow users to select their desired department. This will override the “Default Department” option.
The “Dashboard” view displays the latest website chat metrics so that agents are about to gauge a general view of overall performance. See how many active visitors and agents you have on your site and monitor engaged and missed chats.
Managing Visitor Chats
Login to your WordPress Dashboard and go to “Live Chat” to manage visitor chats. Users can switch between Online and Offline by clicking on the status indicator at the top.
When a new chat session is started, it will appear along with the user’s name, email address, location (if geolocalization is enabled), and “Pending” status.
To join a chat, select it and then click “Join Chat”. The chat status will change to “Chatting”. You can now converse with the user and send and receive files (if file sharing is enabled).
While chatting you can navigate between different conversions by simply clicking on them in the active users display.
To end the session click “End Chat”.
3CX Live Chat keeps a record of your chat history in “Live Chat” > “Chat History”.
You can filter chats by email or status.
You can view missed chats by clicking on “Actions and Filters”, selecting “Missed” from the “Status” dropdown menu and clicking “Search”.
You can use this feature to follow-up on visitor-initiated chats that were missed or not answered by an agent. You can view, download or delete any missed chat.
The “Detect Visitors Country” option displays the detected country and city for each active visitor next to their name in “Live Chat”. To use this feature:
- Install and activate the GeoIP Detection WordPress plugin.
- Update and save the geolocation data source in “Plugins” > “GeoIP Detection” > “Options”.
- Go back to “Live Chat > Settings > Geolocalization” and check the “Detect Visitors Country” option.
3CX Live Chat enhances the ability to customize your chat by adding your own custom fields. This feature can be used for adding a mobile number or country selection field.
Go to “Live Chat > Tools > Custom Fields” and click on “Add New”. Specify the name of the fields and it’s type.
You can send a transcript of the chat to the users or admin once the session is completed. This will allow the user to have a history of your discussion for their own records.
Go to “Settings > General Settings” and to the “Chat Transcript Settings” section.
- Check “Enable chat transcripts”.
- Choose between the “User” and the “Admin” to “Send transcripts to”.
- Select “Send transcripts when chat ends”
- Customize the:
- Email body
- Email header
- Email footer
- “Save Settings” to apply.
Quick Responses, is a handy time and energy-saving tool that helps your agents swiftly respond to frequently asked questions. By setting up pre-written answers for specific queries, your agents can simply click and select a quick response.
Adding Quick Responses
To add a new “Quick Response”:
- Go to “Live Chat > Tools > Quick Responses” and click on “Add New”.
- Enter a title – this should make the response easy for the agent to identify and should be related to the visitors query, for example, “Order not arrived or missing”.
- Provide a relevant message; URLs are clickable.
- Select a display order; you can order these by most frequently asked.
- Select the status.
- Click on “Add Quick Response.
Using Quick Responses
Chat agents can click on the Quick Response menu icon while in an active chat and select a quick response to add in the message entry field to send.
Block visitors that are spamming or use inappropriate language from reaching your agents.
Go to “Live Chat > Settings > Blocked Visitors” to block specific visitor IPs from chatting with you.