Answer Website Chats
Reply to website visitors with their page context close at hand, then resolve the conversation when the work is done.
In the CRM: Conversations → Inbox → Live Chat filter
Pick up the website enquiry
A visitor who did not provide a name can appear as Website visitor. Name and email requests are optional settings chosen by the website owner. Staff see the websites assigned to them through Chat Settings.
- Open Conversations → Inbox and choose Live Chat in the channel filter.
- Choose the website in the account selector, or leave All accounts to review your authorized websites.
- Open the visitor’s conversation. Check the website name in the header.
- Read the visitor’s question and available context, then reply in Type message.
Read the visitor details without leaving the chat
The context below an incoming message can show the country flag, approximate location, IP address and entry page. Choose View more to expand the available details inside the conversation; View less closes them again.
The expanded details can include the referring page, current page, page title, time on the site before the first message, browser, operating system, language, timezone and the visitor’s local time. The website’s settings and information supplied by the browser determine what is available.
| Detail | How it helps the reply |
|---|---|
| Entry page | Understand which offer or service first brought the visitor into this visit. |
| Referring page | See where the visit came from when the browser shares it. |
| Current page | Help with the page the visitor was viewing. |
| Time on site before first message | Understand how long the visit had been underway before the question. This includes time in background tabs. |
| Visitor’s time and timezone | Discuss a suitable follow-up time. |
| Browser, operating system and device | Help the visitor use a form or page on their device. |
Use the context to move the enquiry forward
For a visitor on a remodeling page, ask about the project and help arrange a consultation. For someone on a booking page, guide them through the next step instead of asking them to repeat which service they need.
Use the details the visitor provides to continue the agreed follow-up. If a phone call or text is appropriate, use your assigned Mango9 extension and business number. Record the appointment or qualified enquiry in the relevant Mango9 screen.
Location is approximate, so confirm the actual service address when arranging work. Not recorded or Not shared by browser means that detail was not supplied for that message.
Set availability and finish the conversation
Use Live Chat status below the Inbox to choose Available or Away for this browser session. Routing and website hours determine how new enquiries reach the authorized team.
Use the conversation’s three-dot menu to Resolve conversation when the enquiry is handled. A resolved conversation offers Reopen conversation when more work is needed. Open source page opens the recorded website page when that action is available.
Typing indicators and read receipts follow the website’s settings. The attachment control appears only when the owner has enabled files for that website. Agent join and leave notices belong to the visitor experience and do not need to be sent as chat messages.
Handle an interrupted reply carefully
If a reply is not confirmed, the Inbox retains the draft and offers Retry unconfirmed message. Use that action to check and retry the same draft instead of repeatedly composing duplicate messages.
If a conversation cannot load, select it again to retry. If you cannot find a website, ask the owner to review your website access in Chat Settings.