Chat with Customers
Last updated
Last updated
The Chat with Customers feature in the Inbox module of Yola provides agents with an efficient workspace to interact with customers in real-time. Whether responding to livechats or tickets, this tool offers intuitive features to ensure clear, professional, and timely communication.
To takeover or respond to a conversation, select a conversation from the left list and use the text area to write the message. By default, the toggle is enabled for Note to help you avoid sending an internal message to a customer.
When a conversation is already assigned to another agent but requires your attention, you can take over the chat as follows:
Open the desired conversation from the Inbox.
Type your message in the input field.
Click the Takeover & Send button to send your message and immediately assign the conversation to yourself.
Key Notes:
Once the conversation is reassigned, the "Takeover & Send" button will change to a regular Send button for subsequent messages.
The conversation's details will update to reflect you as the current assignee.
The AI-Enabled Writing Assistance tools in Yola's Inbox empower agents to communicate more effectively with customers. These features help agents improve grammar, refine tone, modify content, and translate messages in real-time, ensuring professional, personalised, and efficient interactions.
To use these features, follow the steps:
Navigate to a conversation in the Inbox.
Type your message in the input field.
Click one of the options on the toolbar.
Click the "arrow down" button or hit enter to update the text or click Esc to cancel the suggestion.
Ensure your messages are error-free and professionally written. This feature automatically corrects spelling mistakes and grammatical errors, making your communication polished and credible. Use case: Ideal for quickly fixing typos and ensuring professionalism in customer interactions.
Adapt your message to fit the context by customising its length or complexity. Options:
Shorten: Make messages concise for direct communication.
Lengthen: Add detail for complex or sensitive topics.
Simpler: Simplify messages for easier understanding.
Smarter: Enhance professionalism and sophistication.
Use case: Perfect for tailoring responses to customer preferences or clarifying complicated information.
Align your message’s tone to match your brand’s communication style or the customer’s expectations. Tone Options:
Professional: For formal or business scenarios.
Friendly: To create a warm, personable experience.
Casual: For informal and relaxed interactions.
Confident: To demonstrate expertise and authority.
Formal: For legal or ceremonial communications. Use case: Excellent for maintaining consistency in tone or adjusting to a specific context.
Break language barriers by instantly translating messages into your customer’s preferred language. Use case: Ideal for engaging with international customers or handling multilingual support seamlessly.
These tools significantly enhance efficiency, ensuring your responses are professional, polished, and tailored to customer needs.
