Common Questions You May Receive:
Is there any additional cost for this feature?
- Nope. “This feature of our platform comes at no extra cost to you! It’s free because we want to empower you to take your business to the next level and provide you with every option possible to reach your leads.”
Why is the chat bubble not showing up on the website?
This could be occurring for a few reasons:
- You have not enabled the chat feature
- You are not signed in on the website
- You have a third-party chat widget covering the chat bubble
- Your company has the “Turn off chat outside office hours?” feature enabled
Can I chat with someone before they sign up?
- We wanted to make sure you are able to know who you are talking to at all times so you can utilize features such as chat templates, merge fields, and see past activity history of the lead. This will help you provide the best possible service to your leads. However, we are considering adding a lead capture feature within the live chat feature.
What is the character limit for chat messages?
- 1024 is the limit for templates (but chats should be short and sweet)
What kind of files can I send over chat?
- Maximum File Size: 2.5MB
- Supported File Types: .jpg, .png, .gif, .pdf, .docx, .doc, .txt, .csv
- You can only send one file at a time
Why didn’t I receive a chat notification?
- To prevent sending unnecessary notifications, a notification of a new chat only sends out once per hour per agent. However, if the Lead Manager stays open on your computer, there is a sound notification for each message received.
What’s the difference between the Automated Welcome (Outside of Office Hours) and Unavailable Responder?
- The first is a message for when you are out of the office for the day (aka outside of office hours). You must have chat office hours enabled for this to send.
- The second is a responder to inform your leads that you are temporarily unavailable. You must set yourself as “Unavailable” and be messaged by a lead for this to send.
Can I send emojis over chat?
- Our chat feature does not support emojis currently
I only want to see MY online leads. Is this possible?
- Within the chat window, you can view the online leads. Within this view, there is a toggle at the bottom left to toggle between all online leads and my online leads.
What is the small (green) dot I see next to my leads?
- When you see the green light next to their name THEY ARE ONLINE! “Green means go!”
- Yellow means they are idle on your website.
- Grey means that they are not online.