Answer live chats yourself

Steps

1. Sign in to your brand admin. See Open your brand admin.
2. In the menu, open Support → Live chat.
3. At the top of the page, set the status menu to Available. Click Set your name (it shows your name once you have set one) to choose the name customers see. A first name is enough.
4. On the left, open Waiting for new chats nobody has taken, or All open for every open chat.
5. Click a chat, then click Take this chat.
6. Type in the Write a reply… box and click Send. To use a saved answer, click Saved replies.
7. When you are done, click Close and confirm with Close chat.

Other buttons in a chat

• Take over: answer a chat our support team is handling. Our team can then no longer reply in it.
• Hand to our support team: our team answers it. Each reply they send uses one of your chat replies.
• Let go: put the chat back in the queue.
• Make a ticket: turn the chat into a ticket.
• Block: stop this person from reaching you.

To write a note only your team sees, click the Note tab above the reply box, type it and click Save note.

What happens next

Your replies are free and do not use your allowance. After you close a chat, the customer can still write back within a day, and the chat opens again. Mine shows the chats you have taken, and Our support team shows the ones our team is handling.

Common problems