Chats vs. Leads

Chats vs. Leads

What is the difference between a Chat and a Lead?
Chats include any conversation that has been had with a website visitor,. Leads are the chats where the contact details have been collected.

Using the Leads tab
1. Navigate to the 'Leads' tab in the left side panel
You can see the following information:
Date Captured - Displays in the time zone selected in Settings tab
Unique Chat ID - you can use this to reference a chat if you are speaking with support
Name, Email & Phone - of the visitor as collected in the chat [see 'See transcript Leads' for more info]
Status - all leads will be pending approval until you change it to approved. It is not necessary to change the status of a lead. This is simply a tool we welcome you to use to help you mark off the leads once you have contacted the customer.
View Transcript - to read the conversation with the agent
View Lead - view additional information about the lead such as the page on which the chat began, as well as leave feedback / reject the lead if the mandatory FAQ flow was not followed by the agents.

You can filter the leads page by date range, copy the current selection, download to CSV file or print a copy.

Using the Chats tab
1. Navigate to the 'Chats' tab in the left side panel
You can see the following information
Date - that the lead was captured. Displays in the time zone selected in Settings tab.
Converted to Lead -  shows if this chat is also a lead
Chat interactions - the number of messages back and forth between agent and visitor 
Chat duration (secs) - how many seconds the chat went for
View Transcript - to read the conversation with the agent


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