Guide: Conversation Handling - TeamViewer Support
<main> <article class="userContent"> <h2 data-id="handle-a-new-conversation">Handle a new conversation</h2><p>In this section you can learn how to optimally handle an incoming conversation.</p><h2 data-id="new-conversation">New Conversation</h2><p>Whenever a new conversation comes in (and the Live Chat window is currently not selected) you will receive a notification and hear a special ringtone.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_notification.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_notification.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>You can open the new conversation by either:</p><ul><li>Clicking on the notification in the top right corner (orange rectangle in the following image) or</li><li>By simply selecting the Live Chat in the navigation bar on the left and clicking on the new conversation (red rectangle in the following image).</li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_open-chat.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_open-chat.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h2 data-id="assign-a-conversation">Assign a Conversation</h2><p>Depending on the configuration of your company, a customer either gets assigned to you directly or you have to assign the conversation to yourself. This can be done by clicking the <code class="code codeInline" spellcheck="false" tabindex="0">Assign to me</code> button in the top right corner of the Live Chat window.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_assign-to-me.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_assign-to-me.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>A conversation can be redirected to another User or a Team by clicking on the orange icon next to the <code class="code codeInline" spellcheck="false" tabindex="0">Assign to me</code> button.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_redirect-assignment.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_redirect-assignment.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h2 data-id="handle-the-conversation">Handle the Conversation</h2><p>Give your customer the best feedback and assist them via various TeamViewer Engage features like Co-Browsing</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_overview.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_overview.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="input-field">Input Field</h3><h3 data-id="use-of-text-blocks">Use of Text Blocks</h3><p>By entering '#', you can search for previously created Text Blocks to answer customer requests quicker and make routine messages more efficient.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_text-blocks.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_text-blocks.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="attachments-and-%22special-messages%22">Attachments and "special messages"</h3><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_attachments.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_attachments.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>Through the bar of icons below the type-in field, you can send attachments or use TeamViewer Engage-specific features (table from left to right):</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/GGC9POI9ROQ2/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/GGC9POI9ROQ2/image.png" alt="image.png" height="283" width="758" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Furthermore, the bar can be toggled by clicking on the chevron icon on the right side of the input field.</p><h3 data-id="ask-for-co-browsing">Ask for Co-Browsing</h3><p>Ask the user to start a Co-Browsing session with you:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_co-browsing-request.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_co-browsing-request.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>If the user accepts the Co-Browsing request, a small green indicator will show up.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sas_live_view_co-browsing_indicator.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sas_live_view_co-browsing_indicator.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>You can either navigate to the Co-Browsing session via the navigation bar on the left of by clicking the red blinking icon on the right side.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sas_live_view_co-browsing_button.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sas_live_view_co-browsing_button.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><p>Click Co-Browsing for further information/options for Co-Browsing sessions.</p><h3 data-id="ask-for-a-callvideo-call">Ask for a call/video-call</h3><p>You can simply ask the customer to do a call/video-call with you by clicking one of the following buttons:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_calls.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_calls.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="ask-for-desktop-access">Ask for Desktop access</h3><p>When clicking the following button, you can choose between the following two options:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_desktop.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_desktop.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><ul><li><em>Request desktop</em> will request the customer to share their desktop</li><li><em>Show screen</em> will show the customer your screen</li></ul><h3 data-id="ask-for-a-conference-call">Ask for a Conference call</h3><p>You can ask the customer to join a conference call by clicking the following button:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_conference.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_actions_conference.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="notes">Notes</h3><p>On the bottom you can switch to "Notes". Notes will be texted into the conversation, but are only visible for you and your team. They are a great way to end conversations which are not resolved allowing you to leave all information at one point.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_notes.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_notes.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p></p><p><br></p><h2 data-id="resolve-conversation">Resolve Conversation</h2><p>When a conversation has been handled, it should be moved to the <em>Done</em> section.</p><p>This can be done by either:</p><ul><li>Clicking on the green checkmark or</li><li>by selecting <code class="code codeInline" spellcheck="false" tabindex="0">Done</code> in the Status dropdown</li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_resolve-chat.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg202011/sus_live-chat_resolve-chat.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>
