{"id":79165,"date":"2021-04-19T23:32:59","date_gmt":"2021-04-19T23:32:59","guid":{"rendered":"https:\/\/www.tawk.to\/?page_id=79165"},"modified":"2025-09-22T03:19:04","modified_gmt":"2025-09-22T03:19:04","slug":"responding-to-a-chat","status":"publish","type":"page","link":"https:\/\/www.tawk.to\/academy\/responding-to-a-chat\/","title":{"rendered":"Responding to a chat"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"79165\" class=\"elementor elementor-79165\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d17127d elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d17127d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a47dda1\" data-id=\"a47dda1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dff23da elementor-widget elementor-widget-heading\" data-id=\"dff23da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Respond to a Chat<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e98d091 elementor-widget elementor-widget-heading\" data-id=\"e98d091\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">4. Responding to a chat\n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c2ac440 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c2ac440\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-bda6d00 elementor-hidden-phone\" data-id=\"bda6d00\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bdcac60 elementor-widget elementor-widget-spacer\" data-id=\"bdcac60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5d7173 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"b5d7173\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-list\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tContents\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-167ac24 elementor-nav-menu__align-start elementor-nav-menu--stretch elementor-nav-menu__text-align-center elementor-nav-menu--dropdown-tablet ha-has-bg-overlay elementor-widget elementor-widget-nav-menu\" data-id=\"167ac24\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;full_width&quot;:&quot;stretch&quot;,&quot;layout&quot;:&quot;vertical&quot;,&quot;submenu_icon&quot;:{&quot;value&quot;:&quot;&lt;i class=\\&quot;fas fa-caret-down\\&quot; aria-hidden=\\&quot;true\\&quot;&gt;&lt;\\\/i&gt;&quot;,&quot;library&quot;:&quot;fa-solid&quot;}}\" data-widget_type=\"nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<nav aria-label=\"Menu\" class=\"elementor-nav-menu--main elementor-nav-menu__container elementor-nav-menu--layout-vertical e--pointer-background e--animation-fade\">\n\t\t\t\t<ul id=\"menu-1-167ac24\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79189\"><a href=\"https:\/\/www.tawk.to\/academy\/dashboard-training\/\" class=\"elementor-item\"><p> 1. Setting up your account <br><span class=\"video-mins\"> 6min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79188\"><a href=\"https:\/\/www.tawk.to\/academy\/your-own-personal-profile-page\/\" class=\"elementor-item\"><p> 2. Your own personal profile <br><span class=\"video-mins\">page <\/span> <br> <span class=\"video-mins\">2min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79187\"><a href=\"https:\/\/www.tawk.to\/academy\/navigating-the-dashboard\/\" class=\"elementor-item\"><p> 3. Navigating the dashboard<br><span class=\"video-mins\"> 4min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79186\"><a href=\"https:\/\/www.tawk.to\/academy\/responding-to-a-chat\/\" class=\"elementor-item\"><p> 4. Responding to a chat<br><span class=\"video-mins\"> 4min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79185\"><a href=\"https:\/\/www.tawk.to\/academy\/shortcuts\/\" class=\"elementor-item\"><p> 5. Shortcuts<br><span class=\"video-mins\"> 3min <\/span><\/p><\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-167ac24\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79189\"><a href=\"https:\/\/www.tawk.to\/academy\/dashboard-training\/\" class=\"elementor-item\" tabindex=\"-1\"><p> 1. Setting up your account <br><span class=\"video-mins\"> 6min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79188\"><a href=\"https:\/\/www.tawk.to\/academy\/your-own-personal-profile-page\/\" class=\"elementor-item\" tabindex=\"-1\"><p> 2. Your own personal profile <br><span class=\"video-mins\">page <\/span> <br> <span class=\"video-mins\">2min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79187\"><a href=\"https:\/\/www.tawk.to\/academy\/navigating-the-dashboard\/\" class=\"elementor-item\" tabindex=\"-1\"><p> 3. Navigating the dashboard<br><span class=\"video-mins\"> 4min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79186\"><a href=\"https:\/\/www.tawk.to\/academy\/responding-to-a-chat\/\" class=\"elementor-item\" tabindex=\"-1\"><p> 4. Responding to a chat<br><span class=\"video-mins\"> 4min <\/span><\/p><\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-79185\"><a href=\"https:\/\/www.tawk.to\/academy\/shortcuts\/\" class=\"elementor-item\" tabindex=\"-1\"><p> 5. Shortcuts<br><span class=\"video-mins\"> 3min <\/span><\/p><\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-fd76c31\" data-id=\"fd76c31\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-445d222 elementor-widget elementor-widget-video\" data-id=\"445d222\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/zjXbMqcyQOk&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5cae969 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5cae969\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-decc91d\" data-id=\"decc91d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-1da1cb9\" data-id=\"1da1cb9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-1468676\" data-id=\"1468676\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-f9f04fe\" data-id=\"f9f04fe\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-51cef1ac elementor-align-justify elementor-widget elementor-widget-button\" data-id=\"51cef1ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-xs\" href=\"https:\/\/www.tawk.to\/academy\/navigating-the-dashboard\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-left\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Previous<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-ca1fe01\" data-id=\"ca1fe01\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-271d647b elementor-align-justify elementor-widget elementor-widget-button\" data-id=\"271d647b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-xs\" href=\"https:\/\/www.tawk.to\/academy\/shortcuts\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-right\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Next <\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-ccafed1\" data-id=\"ccafed1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-e44145d\" data-id=\"e44145d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-3d5b71f\" data-id=\"3d5b71f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-b8401cd elementor-hidden-phone elementor-tabs-view-horizontal elementor-widget elementor-widget-tabs\" data-id=\"b8401cd\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"h-tabs\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1931\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1931\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1932\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1932\" aria-expanded=\"false\">Links<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1931\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1931\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1931\" tabindex=\"0\" hidden=\"false\"><h4><strong>Responding to a chat<\/strong><\/h4><p>In the next video, we\u2019re going to show you how to respond to an incoming chat and we\u2019ll also look at all the little buttons and pieces you need to know.<br \/><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\"><br \/>So let\u2019s go ahead and start a chat on the Test987654 property. So if we go into the \u2018Administration\u2019 and \u2018Chat Widget,\u2019 we can use the direct chat link because we don\u2019t have [the widget] set up on a website. So we\u2019ll enter it into a new tab and we can start a chat here. Now, you\u2018ll see the chat pop up. So you can see that the visitor is located in Australia. This is the IP address and it\u2019s on property Test987654.<br \/><\/span><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\"><br \/>These buttons here will help you change the way you see incoming chats. So to respond to the chat, we just click on the chat and now we have the option here to use one of our aliases. So earlier, we set Stephanie as the default alias, but let\u2019s say we want to respond to this chat as Adrian D\u2019Ambra. What we need to do is select Adrian D\u2019Ambra on the \u2018Alias\u2019 menu and click \u2018Join.\u2019 Look back at the chat. You can see the image associated with the alias is up there and the name is up there as well. Now, you can use emojis when responding to a chat. You can upload files here as well from your computer.<\/span><\/p><p>The \u2018Whisper\u2019 option here is to allow team members to communicate with each other without the visitor knowing. So, if you have multiple people associated with an account, they\u2019ll be able to see the incoming chats. They can click on it and see the conversation thread. And if they want to communicate with you, or if you want to communicate with them without the visitor knowing, we can see that the visitor doesn\u2019t see that whisper.<\/p><p>At the top here, if you\u2019re responding to multiple chats, you can change the view. As you can see, we\u2019ve got more chats incoming, so we can click and join all these chats. We can join this one as John, we can join this one as Stephanie, and this one as Fred. So we\u2019ve got all the chats associated with us here.<\/p><p>Now, if I want to change my view, I can have up to four chats in one screen. So I can see everything that\u2019s happening across the four chats I\u2019m associated with. If you want to remove the tabs on the right-hand side, just click on the icon there. And if you want to see the active chats one at a time, just click on the buttons to cycle through your active chats.<\/p><p>\u00a0Now, in the tabs on the left-hand side, once we\u2019ve got the visitor\u2019s name and if we use a pre-chat form, this will auto-populate. We can add the visitor\u2019s name to this area here. The name is \u201cAdrian\u201d and the email address is \u201cAdrian@tawk.to.\u201d You can see where they are located (it\u2019s Australia, suburb Brighton), the IP address, if it\u2019s local time, what system they are using, what browser they are using and where they navigated to on their website as well.<\/p><p>Here, you can create a ticket so you can type the conversation from chat to email. Now, when you create a ticket, the visitor will receive your email, and the person you assigned the ticket to will receive the email as well. You can copy the transcript, print it, add a note, tag the chat or ban the visitor as well. So if they\u2019re being a nuisance, you can simply ban them and ban their entire IP so they can\u2019t start a chat with you again.<\/p><p>The \u2018Knowledge Base\u2019 tab gives you access to your knowledge base directly from within a chat. We\u2019re going to discuss shortcuts in the next video and you can look at the History. So, you can see if this visitor has had previous chats before and you can look at the history of the property to see if there are any previous chats in the property.<\/p><p>Once you\u2019ve saved the visitor\u2019s information, this will appear in your visitor\u2019s profile in Contacts and when you go to the Inbox and you select a message, the information will also appear in the details tab. And that\u2019s it!<\/p><p><span style=\"font-weight: 400;\">Learn more:<\/span><\/p><p><a href=\"https:\/\/help.tawk.to\/article\/how-to-answer-an-incoming-chat\"><span style=\"font-weight: 400;\">How to answer an incoming chat<\/span><\/a><\/p><p><a href=\"https:\/\/help.tawk.to\/article\/helping-other-agents-with-whispers\"><span style=\"font-weight: 400;\">Helping other agents with whispers<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1932\" aria-expanded=\"false\">Links<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1932\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1932\" tabindex=\"0\" hidden=\"hidden\"><h6 style=\"margin-bottom: 5px;\"><strong><a href=\"https:\/\/help.tawk.to\/article\/how-to-answer-an-incoming-chat\">How to answer an incoming chat <i class=\"fa fa-external-link-alt\"><\/i><\/a><\/strong><\/h6><p>Here is a video showing you <span style=\"font-weight: 400;\">how to answer an incoming chat<\/span>.<\/p><h6 style=\"margin-bottom: 5px;\"><strong><a href=\"https:\/\/help.tawk.to\/article\/helping-other-agents-with-whispers\">Helping other agents with whispers <i class=\"fa fa-external-link-alt\"><\/i><\/a> <\/strong><\/h6><p>Here is a video showing you <span style=\"font-weight: 400;\">helping other agents with whispers<\/span> .<\/p><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5eb1f5 elementor-hidden-desktop elementor-hidden-tablet elementor-tabs-view-horizontal elementor-widget elementor-widget-tabs\" data-id=\"b5eb1f5\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"h-tabs\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1901\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1901\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1902\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1902\" aria-expanded=\"false\">Contents<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1903\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1903\" aria-expanded=\"false\">Links<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1901\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1901\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1901\" tabindex=\"0\" hidden=\"false\"><h4><strong>Responding to a chat<\/strong><\/h4><p>In the next video, we\u2019re going to show you how to respond to an incoming chat and we\u2019ll also look at all the little buttons and pieces you need to know.<br \/><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\"><br \/>So let\u2019s go ahead and start a chat on the Test987654 property. So if we go into the \u2018Administration\u2019 and \u2018Chat Widget,\u2019 we can use the direct chat link because we don\u2019t have [the widget] set up on a website. So we\u2019ll enter it into a new tab and we can start a chat here. Now, you\u2018ll see the chat pop up. So you can see that the visitor is located in Australia. This is the IP address and it\u2019s on property Test987654.<br \/><\/span><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\"><br \/>These buttons here will help you change the way you see incoming chats. So to respond to the chat, we just click on the chat and now we have the option here to use one of our aliases. So earlier, we set Stephanie as the default alias, but let\u2019s say we want to respond to this chat as Adrian D\u2019Ambra. What we need to do is select Adrian D\u2019Ambra on the \u2018Alias\u2019 menu and click \u2018Join.\u2019 Look back at the chat. You can see the image associated with the alias is up there and the name is up there as well. Now, you can use emojis when responding to a chat. You can upload files here as well from your computer.<\/span><\/p><p>The \u2018Whisper\u2019 option here is to allow team members to communicate with each other without the visitor knowing. So, if you have multiple people associated with an account, they\u2019ll be able to see the incoming chats. They can click on it and see the conversation thread. And if they want to communicate with you, or if you want to communicate with them without the visitor knowing, we can see that the visitor doesn\u2019t see that whisper.<br \/><br \/>At the top here, if you\u2019re responding to multiple chats, you can change the view. As you can see, we\u2019ve got more chats incoming, so we can click and join all these chats. We can join this one as John, we can join this one as Stephanie, and this one as Fred. So we\u2019ve got all the chats associated with us here.<br \/><br \/>Now, if I want to change my view, I can have up to four chats in one screen. So I can see everything that\u2019s happening across the four chats I\u2019m associated with. If you want to remove the tabs on the right-hand side, just click on the icon there. And if you want to see the active chats one at a time, just click on the buttons to cycle through your active chats.<br \/><br \/>\u00a0Now, in the tabs on the left-hand side, once we\u2019ve got the visitor\u2019s name and if we use a pre-chat form, this will auto-populate. We can add the visitor\u2019s name to this area here. The name is \u201cAdrian\u201d and the email address is \u201cAdrian@tawk.to.\u201d You can see where they are located (it\u2019s Australia, suburb Brighton), the IP address, if it\u2019s local time, what system they are using, what browser they are using and where they navigated to on their website as well.<br \/><br \/>Here, you can create a ticket so you can type the conversation from chat to email. Now, when you create a ticket, the visitor will receive your email, and the person you assigned the ticket to will receive the email as well. You can copy the transcript, print it, add a note, tag the chat or ban the visitor as well. So if they\u2019re being a nuisance, you can simply ban them and ban their entire IP so they can\u2019t start a chat with you again.<br \/><br \/>The \u2018Knowledge Base\u2019 tab gives you access to your knowledge base directly from within a chat. We\u2019re going to discuss shortcuts in the next video and you can look at the History. So, you can see if this visitor has had previous chats before and you can look at the history of the property to see if there are any previous chats in the property.<br \/><br \/>Once you\u2019ve saved the visitor\u2019s information, this will appear in your visitor\u2019s profile in Contacts and when you go to the Inbox and you select a message, the information will also appear in the details tab. And that\u2019s it!<\/p><p><span style=\"font-weight: 400;\">Learn more:<\/span><\/p><p><a href=\"https:\/\/help.tawk.to\/article\/how-to-answer-an-incoming-chat\"><span style=\"font-weight: 400;\">How to answer an incoming chat<\/span><\/a><\/p><p><a href=\"https:\/\/help.tawk.to\/article\/helping-other-agents-with-whispers\"><span style=\"font-weight: 400;\">Helping other agents with whispers<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1902\" aria-expanded=\"false\">Contents<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1902\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1902\" tabindex=\"0\" hidden=\"hidden\"><div style=\"padding: 10px 30px;\"><h6><strong>Responding to a chat<\/strong><\/h6><p><a href=\"https:\/\/www.tawk.to\/academy\/db-training-ep-1\/\"><span style=\"font-weight: 400;\">Setting up your account<\/span><\/a> <br \/><span class=\"sm-txt\">Video: 6min<\/span><\/p><p><a href=\"https:\/\/www.tawk.to\/academy\/db-training-ep-2\/\"><span style=\"font-weight: 400;\">Your own personal profile page<\/span><\/a> <br \/><span class=\"sm-txt\">Video: 2min<\/span><\/p><p><a href=\"https:\/\/www.tawk.to\/academy\/db-training-ep-3\/\"><span style=\"font-weight: 400;\">Navigating the dashboard<\/span><br \/><\/a>\u00a0<span class=\"sm-txt\">Video: 4min<\/span><\/p><p><a href=\"https:\/\/www.tawk.to\/academy\/db-training-ep-4\/\"><span style=\"font-weight: 400;\">Responding to a chat<\/span><\/a><br \/><span class=\"sm-txt\">Video: 4min<\/span><\/p><p><a href=\"https:\/\/www.tawk.to\/academy\/db-training-ep-5\/\"><span style=\"font-weight: 400;\">Shortcuts<\/span><\/a><br \/><span class=\"sm-txt\">Video: 3min<\/span><\/p><\/div><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1903\" aria-expanded=\"false\">Links<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1903\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1903\" tabindex=\"0\" hidden=\"hidden\"><h6 style=\"margin-bottom: 5px;\"><strong><a href=\"https:\/\/help.tawk.to\/article\/how-to-answer-an-incoming-chat\">How to answer an incoming chat <i class=\"fa fa-external-link-alt\"><\/i><\/a><\/strong><\/h6><p>Here is a video showing you <span style=\"font-weight: 400;\">how to answer an incoming chat<\/span>.<\/p><h6 style=\"margin-bottom: 5px;\"><strong><a href=\"https:\/\/help.tawk.to\/article\/helping-other-agents-with-whispers\">Helping other agents with whispers <i class=\"fa fa-external-link-alt\"><\/i><\/a> <\/strong><\/h6><p>Here is a video showing you <span style=\"font-weight: 400;\">helping other agents with whispers<\/span> .<\/p><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Respond to a Chat 4. Responding to a chat Contents Previous Next Description Links Description Responding to a chat In the next video, we\u2019re going to show you how to respond to an incoming chat and we\u2019ll also look at all the little buttons and pieces you need to know. So let\u2019s go ahead and [&hellip;]<\/p>\n","protected":false},"author":38,"featured_media":0,"parent":48491,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-79165","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/79165","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/users\/38"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/comments?post=79165"}],"version-history":[{"count":44,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/79165\/revisions"}],"predecessor-version":[{"id":134952,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/79165\/revisions\/134952"}],"up":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/48491"}],"wp:attachment":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media?parent=79165"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}