Managing your chat inbox (for admins)

Managing participants in a chat inbox

At any point of time, you can access your chat inbox settings, modify the widget's look and feel or change any other settings without needing to make changes to your website code. Hiver will automati…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Personalizing your chat widget

Hiver’s chat widget offers customizations to meet your brand guidelines including the option to enable customer satisfaction reviews at the closure of a chat. Go to your Hiver chat inbox settings and…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Customer Satisfaction Surveys (CSATs)

With CSAT you can capture customer feedback on every chat. This is disabled by default. When you enable it, a 3-scale rating would be sent to the visitor when the chat is closed. Additionally, visito…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Email capture form

The 'Email Capture form' collects contact information (Full name, email address) from a visitor whenever they start the chat for the first time. It’s used for: Sending a follow up to the customer if…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Set widget behaviour when agents are unavailable

Unavailability settings help you set the messaging for visitors when all chat agents are offline OR not responding to chats within a certain time duration (which are then considered as ‘missed’ chats…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Managing agents' availability

In cases where agents are unavailable but have not marked themselves as such, admins/supervisors can step in and manually mark them as offline to prevent missed chats. To manually select agent's avai…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Chat transcripts

Transcript is a text record of the chat conversation between a visitor and an agent. It’s useful for: Cross-functional teams to collaborate on issues which could not be resolved in real-time chat. Vi…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Renaming a chat inbox

If you wish to rename your chat inbox, you can do so from the General settings of your chat inbox Go to your chat inbox settings > “General Settings”. Update the “Chat Inbox Name” field with the new…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

Deleting a chat inbox

In order to delete a chat inbox, you need to first open the list of your shared inboxes in admin panel. Follow the below steps to go further- Select “Shared Inboxes” from the left-side menu to see a…

Sujan Deswal
Updated 1 week ago by Sujan Deswal

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