{"id":274,"date":"2016-03-14T14:18:27","date_gmt":"2016-03-14T11:18:27","guid":{"rendered":"https:\/\/chatra.io\/blog\/?p=274"},"modified":"2016-03-14T15:11:28","modified_gmt":"2016-03-14T12:11:28","slug":"second-coming","status":"publish","type":"post","link":"https:\/\/chatra.com\/blog\/second-coming\/","title":{"rendered":"An important update!"},"content":{"rendered":"

Attention, attention! We are happy to announce an important update: now you can grab most of the live chat benefits even when you are offline. <\/p>\n

We\u2019ve built a \u201cmessenger mode\u201d: redesigned an offline form, added agents’ pictures and made offline conversations lively. Here’s the list of changes we made:<\/p>\n

No offline form<\/h2>\n

We removed an old fashioned offline form:<\/p>\n

\"01-offline-form\"<\/p>\n

When all agents are offline, the widget now looks like this:<\/p>\n

\"02-offline-welcome\"<\/p>\n

A rigid and formal offline form has been replaced with a cute messenger box. The gray status indicator is now shining blue and you can see agents\u2019 avatars and time of the last activity \u2014 all these things make the widget look \u201calive\u201d even when agents are not available.<\/p>\n

<\/p>\n

It\u2019s not necessary to say that you are offline, but you can let your customers know that they should not expect an immediate answer. The texts for online and offline invitations can be edited in \u201cSet up & customize \u2192 Chat widget texts\u201d section: https:\/\/app.chatra.io\/settings\/general<\/a><\/p>\n

\"03-settings-general\"<\/a><\/p>\n

Pre-chat form<\/h2>\n

Anonymous visitors introduce themselves via a pre-chat form:<\/p>\n

\"04-preform-invite\"\"05-preform-fill\"<\/p>\n

You can adjust the fields, make them required or optional, change your copy and other settings in the \u201cPre-chat form\u201d tab: https:\/\/app.chatra.io\/settings\/preform<\/a><\/p>\n

Use proactive chat invitations when you are offline!<\/h2>\n

Another benefit of the new design \u2014 proactive chat invitations can work even when you are offline:<\/p>\n

\"06-smart-settings\"\"07-smart-message\"<\/p>\n

Adjust the settings of your current triggers or better create new ones in the \u201cTargeted chats & triggers\u201d tab: https:\/\/app.chatra.io\/settings\/actions<\/a><\/p>\n

Replies to visitors<\/h2>\n

We used to hide the text input field as soon as a visitor went offline. It didn\u2019t work so good:<\/p>\n

\"08-textarea-bad\"<\/p>\n

Now you can reply from the app, even to customers who have already left your website:<\/p>\n

\"09-textarea-good\"<\/p>\n

Visitors will see new messages if they come back to your website or will receive your reply to their inbox if they leave their email address:<\/p>\n

\"10-new-reply\"<\/p>\n

NB!<\/b> To send a message to a customer both via widget and email, reply from Chatra. If you use your mailbox or helpdesk to reply, the conversation in the Chatra widget won\u2019t be updated.<\/p>\n

Choose a preferred mode<\/h2>\n

\"11-statuses\"<\/p>\n

Online<\/strong> \u2014 chat with visitors in real time and receive notifications immediately.<\/p>\n

Invisible<\/strong> \u2014 you will not be receiving notifications about new chats until you are invited to join a conversation by another agent. You can also join any conversation manually if you want. Moreover, you can use this mode to help other agents if they delay in responding. For more information about the invisible mode, check this guide: https:\/\/chatra.io\/ru\/help\/#invisible<\/a><\/p>\n

If all agents are invisible, the widget goes into the offline, \u201cmessenger\u201d mode.<\/p>\n

Offline<\/strong> \u2014 Get no notifications, and receive messages from your visitors and reply to them from Chatra or an email client of your choice. <\/p>\n

Message status<\/h2>\n

Both you and your visitors will see if messages have been seen or not. Impatient visitors will now know you aren\u2019t ignoring their question, but simply haven\u2019t read a message yet.<\/p>\n

\"13-seen-2\"\"12-seen-1\"<\/a><\/p>\n

Mini-invitations<\/h2>\n

We designed a smaller version of online form invitation to greet your customers and show them the agents\u2019 statuses. It works both for new visitors and returning visitors who chatted with you before.<\/p>\n

It looks cute:<\/p>\n

\"14-mini-welcome\"<\/p>\n

Missed and unread chats counter<\/h2>\n

Chatra marks visitors\u2019 requests that haven\u2019t been read by any agent yet:<\/p>\n

\"15-missed-count\"<\/p>\n

How to turn new offline mode on<\/h2>\n

If you were using our offline form before, you have it enabled already. If not, check the box \u201cShow widget when agents are not online\u201d in \u201cSet up & customize \u2192 Customize \u2192 Offline\u201d tab: https:\/\/app.chatra.io\/settings\/general<\/a><\/p>\n

\"16-settings-offline\"<\/a><\/p>\n

Uncheck the box if you still want to hide the chat widget when you\u2019re offline.<\/p>\n

Let us know what you think about the new mode and share your feedback in the comments below, chat with us or email at support@chatra.io<\/a> :\u2014)<\/p>\n","protected":false},"excerpt":{"rendered":"

Attention, attention! We are happy to announce an important update: now you can grab most of the live chat benefits even when you are offline. We\u2019ve built a \u201cmessenger mode\u201d: redesigned an offline form, added agents’ pictures and made offline conversations lively. Here’s the list of changes we made: No offline form We removed an […]<\/p>\n","protected":false},"author":3,"featured_media":269,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,6],"tags":[],"_links":{"self":[{"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/posts\/274"}],"collection":[{"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/comments?post=274"}],"version-history":[{"count":5,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/posts\/274\/revisions"}],"predecessor-version":[{"id":279,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/posts\/274\/revisions\/279"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/media\/269"}],"wp:attachment":[{"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/media?parent=274"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/categories?post=274"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/chatra.com\/blog\/wp-json\/wp\/v2\/tags?post=274"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}