Auto-responders are messages that, if enabled, are automatically displayed to end-users in certain scenarios, e.g. when all agents are busy or when a customer has reached your business outside of support hours. Default messages have been added for each type of auto-responder that you can either use as-is or edit to create custom messages.

To manage your auto-responders, log into the Clickatell Portal and navigate to My Workspace --> Chat Desk. Click 'Launch Chat Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.

 The following auto-responders are available:

• Directing to Agent message (WhatsApp & SMS): If no agents are available, an incoming chat is added to a queue and assigned to the first available agent. Manage customer expectations by informing them of this.

• Connecting Agent message (WhatsApp & SMS): Inform an end-user when they are being connected with an available agent via WhatsApp and what the agent's name is.

• End Chat and Opt-Out Keywords message (WhatsApp & SMS): Enable your customers to end a chat or opt-out of the service using specific keywords.

• Agent Busy message (WhatsApp & SMS): Manage customer expectations by informing customers when all agents are busy.

• Out of Support Hours message (WhatsApp & SMS): Let customers know they have reached you outside of support hours and that an agent will attend to their chat as soon as possible during core support hours.

• End Chat message (WhatsApp & SMS): This message is displayed to an end-user when either an agent or an end-user closes/ends a chat. Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.

Social media, instant messaging platforms and chat apps have changed the rules of engagement. Customers expect fast support and live chat customer service across multiple channels, and the wait time for queries to be processed by sales staff, customer service and social media teams can lead to a loss of customers and business.

Chat Desk is a live chat tool that enables you to unify your response teams across inbound channels for consistent, real-time messaging and on-demand customer service delivery.

Benefits include:

• Increased customer engagement - reach more customers, and serve multiple customers simultaneously

• Improved customer experiences - resolve customer queries in minutes by enabling customers to communicate with live agents on their favorite chat apps

• Reduced call center volumes and costs - decrease the number of incoming calls and email queries by supporting customers efficiently and effectively on chat channels

• Streamlined support and increased sales

• Optimized cross- and up-selling efforts by leveraging rich media​

Chat Desk, available on our Interact and Transact packages, is an easy-to-use web-based application that enables real-time communication with your customers via a single web interface. It allows your customers to contact you via multiple channels (including WhatsApp) while your customer service agents manage and respond to these customer messages from one, central web-based agent desk. Chat Desk also makes monitoring queries, chats, agent performance, and SLAs easier so you can ensure your customers are receiving the best and most efficient service.

The main features include:

• Chat Desk Dashboard (supervisors only) -  provides a summary of near real-time data relating to agent performance and availability and also provides a view of your customers' engagement behavior

• Supervisor Desk (supervisors only) - provides greater visibility to a supervisor into their agents' activities and interactions with clients to ensure their teams are providing efficient and quality service to end-users

• Agent Desk - enables agents to engage with end-users across multiple chat channels in real-time, including two-way rich media support, chat history retrieval, and the ability to transfer chats

   

 For more information, please refer to the Chat Desk User Guide.

Chat Desk Dashboard

The Chat Desk Dashboard provides a summary of near real-time data relating to agent performance and availability (past and present) and provides a view of your customers' engagement behavior (past and present). This data enables you as a supervisor to easily monitor the activities across your Chat Desk and to ensure that clients are being serviced efficiently.

There are three tabs, each displaying useful real-time information.

1.Activity Overview

This tab provides an overview of how your agents are currently performing.

2.Agents Performance

This tab provides an overview of your agents' activity. Agents are grouped by department (if set up). Expanding an agent's section gives a detailed view per individual chat.

3.Customers Overview

Under Live Customers, you can view data relating to customers who are currently engaged in live chats. The Customers History tab shows customer satisfaction ratings and graphs, net promoter scores and graphs, live chats by channel, and past sentiment.

For more information, see the Chat Desk User Guide here.

Agents & Reports in Clickatell Portal

The Analytics & Reports --> Agents tab in your Clickatell Portal also provides a graphical overview of your account activities. You can download the reports by clicking the "Download Report" link in the top right corner.

You get access to the following Chat Desk reports in the Clickatell Portal:

1. Full Analytics

2. Customer Satisfaction

 For more information, see the Clickatell Portal User Guide here.

1.Full Analytics

This report provides a full view of your Chat Desk data over different periods. The buttons at the top can be used to navigate to the Summary Report, Agent Report, or Templates Report. Each view includes metrics and the top and, scrolling down, you'll also find visual representations of these and other metrics.

Use the Definitions and Rules button at the top for more detail about each metric. 

2.Customer Satisfaction

The Customer Satisfaction report provides an overview of the current day's NPS and/or CSAT survey results (assuming you have set up these surveys in Chat Desk).

The following channels are currently supported on Clickatell's Chat Desk application:

• WhatsApp - engage in two-way conversations with your customers or initiate a chat via an approved message template.

• SMS - engage in two-way conversations with your customers via SMS.

• One-way SMS - send notifications to or initiate a chat with your customers.