Replying on chats

Sujan Deswal Updated by Sujan Deswal

  1. To avoid late responses or missing chats, we strongly recommend that you enable desktop notifications and sound alerts
  2. Go to “Mine” and you will see a list of live-chats that have been assigned to you and also new unread messages. Along with this, your name will be displayed under “Assigned to” section on the right-side Hiver chat panel. [Note: If you have self-assigned a chat then it will automatically be displayed under “Mine”.]
  3. [Imp. 1] Red dots indicate unread messages on your chats. Even when your chat inbox is collapsed - whenever there are new/unread messages in chats assigned to you, you will be able to see a red dot indicating as such. 
  4. [Imp. 2] When your chat inbox is expanded, the red dot will be visible on the “Mine” view to indicate new/unread messages on chats assigned to you. This feature is helpful when you're multitasking or if you missed a chat notification.
  5. Click on a visitor name under “My chats” to respond.
Note: The visitor’s name will only be displayed if the admin/supervisor has enabled the “Email Capture” option for the chat inbox which collects contact information at the beginning of each chat... 
[contd...] If “Email Capture” is not enabled, Hiver will automatically generate a random name for the visitor so that you can differentiate each chat uniquely. In this case, the visitor's email address on the chat will be left blank as Hiver doesn't have this information...
[contd...] While responding to the chat, you can use chat templates, emojis, and also attach files (Max file size is 40 MB)

Supported file formats for attachments

Here's a list of all file formats which are supported in chat replies

  • Images: bmp, gif, jpeg, png, tiff
  • Documents: 7z, csv, doc, docx, json, ods, odt, ott, pdf, ppt, tar, rtf, txt, xlsx, zip
  • Videos: avi, flv, mkv, mov, mp4, mpeg, webm, wmv, webp
  • Audio: aac, aiff, flac, m4a, mp3, ogg, wav, wma

How did we do?

Chat Assignment

Changing Chat Status (Open/Closed)