In chat.io we prefer chatting over mailing. Chat is more personal and allows us to solve customers’ problems or reply to their questions faster. However, there are always some cases that end up on email and some customers just prefer this mode of communication. We’re using two tools to communicate: chat.io and our email inbox. That’s why we prepared an email integration. As one of our customers summarise it: I need to answer emails like I answer chats.
The chat.io and BotEngine integration is here! You can use it to create your own bot that will help you with: providing 24/7 support, supporting your customers after working hours, helping your customers even when you don’t have a support team, solving simple cases without involving real agents.
Some time ago we discussed chat.io Customer SDK and how you can use it to create a custom chat widget. But the SDK is not the only way to interact with chat.io environment. We provide chat API so that you can, for example, easily customise your chat widow, your agent app, or even set up a bot agent. What is API? In the article about chat.io Customer SDK I used the following definition of an API:
App that you use daily has to be as intuitive as possible. This is why we want to make chat.io easy, so that you don’t have to even think about it when you’re using it. We want you to rather feel it! Let me showcase this kind of thought using the chat statuses and archives at chat.io as an example. After a few chats, you’ll find it obvious!
Let’s face it: the digital industry loves acronyms to the bones since its early days. There are countless of them tossed around and some authors tend to use them interchangeably or quite loosely, which makes it even harder for non-specialists to wrap their heads around them. One of the most vital terms that you should know if you want to develop for chat.io and numerous other platforms are SDK and API.
One of the most valuable chat.io’s features, that distinguish it from other live chats, is chatting transparency which empowers teamwork. Every chat is easily accessible to all agents. You can see chats your teammates are handling and simply join them when your help is needed. The app lets you whisper to your colleagues either by sending a public message, which is visible to your customers, or a “private note,” which is only visible to you and other agents. Moreover, you can be invited to chat by your colleagues or invite them to your chats.
One of chat.io great advantages is the ability to stay in touch with your customers after they leave your website. How’s that possible? Thanks to our integration with Facebook Messenger, of course! The whole idea is simple: with a few simple steps you can create your own Facebook Messenger chat widget and reply to all Facebook messages from chat.io.
The welcome tile shows up at the beginning of each conversation in the chat window. Treat it as an introduction: you can use it to show a picture of your support team, your company logo or simply say ‘hi’. It can also be used to pass valuable information to the customer. You can tell them who you are, what you do or what are your working hours. If you want, you can add a picture to the welcome tile.
Hello! ¡Hola! Olá! Salut! Servus! გამარჯობა! Hej! Finally, new languages are available in chat.io. You can set up your native language in the chat widget! Simply go to the app and pick your language in settings. We have also spent some time tweaking the app and fixing bugs, such as: improving alerts on mobile devices; ‘seen’ status available in archives; starred section appears only when you star a chat; a spellchecker for Mac added; managing more than 100 Facebook pages in settings.
You’re not available to chat with your customers 24/7 but your chat widget is. With chat.io, your customers can send you messages after your working hours. When they do, they would like to know when to expect a response. This is where the offline message can help you out.
Hello! This time we’re introducing stars. Stars will allow you to mark a case that you were not able to resolve on the spot. When starring a chat, it’ll be kept in the Chats section for as long as you need! Simply hover your mouse over your customer’s avatar and it’ll appear on the left. Also, if you’re keen on changing the language of your chat widget, stay tuned for the next week – we have got you covered!
Hi, I hope you had a good weekend! Today, we’re introducing the chat link. It’s a simple way to invite customers to chat in places where you can’t install the chat widget.
Hello! In chat.io, users have a unique opportunity to help one another when chatting with customers. Since now they can invite other users if they need help of more experienced teammate or a person with a different expertise. Users can share entire conversations with just a few clicks. The recipient can then instantly follow-up on the case and reply within seconds. Go to the app and see how it works!
There are two moments in people’s lives that are stressful and wonderful at the same time. It’s when you’re going to run your final college exam and when you’re waiting for your first chat with a customer. Of course I’m kidding, but the truth is, chatting might be stressful at the beginning. You’ve just installed the chat.io code, you can see the chat widget on your website, you log in to your chat.
Hi there! The customer availability status is now live! It allows you to check if a customer is still on your website. Go to the app and see for yourself. It’s the green/grey dot right next to a customer’s name! We are working on Developer’s Console which will allow you to build your own integrations. Early adopters’enrolment is now open. You can also take a look at our API documentation to get started.
Hello! Maciej here with a quick update on what’s new this week on chat.io. Browser notifications – make sure that your customers will be notified about a chat, no matter what tab they’re on! For this to work, all that they have to do is to enable notifications for chat.io. Reports – track your team’s availability and see how many chats you handle during a day! Check your stats!
Hi again, The new chat.io desktop app is now available! The app will start with your system so you don’t miss any chats from customers. Since you will be logged in automatically, it’s one less thing to remember when you start your work (download for Mac or Windows). As you’ve probably noticed, we’ve also released a new daily summary email. It shows how many chats you had the previous day. More useful data coming!
Hi there! How was your week? As busy as ours? Take a look at what chat.io has in store for you this time! First off, there’s the offline message. Customers will now see when you’re not available! When all users are logged out or not accepting chats, chat.io will notify your clients about it and will ask them to leave a message. All these messages will appear in the unassigned section.
Good news everyone! We’ve just launched brand new mobile apps for iOS and Android. Grab them while they’re still hot! Both apps come with powerful tools like canned responses or push notifications that will make your work faster and more convenient. What’s more, your customers are now able to send files right from the chat window – no more 3rd party software to send and receive files via chat! But there’s more to come - this week, we are working on “offline message” - feature that tells your customers whether your agents are available or not.