When a customer requires human assistance, it's crucial to respond quickly and efficiently. This guide explains how to seamlessly start a live chat with customers who opened a support ticket through Rep.
When a customer submits an inquiry to your support team from the Rep widget, the message is delivered to your mailbox as a new email message/ticket. It can be any mailbox, including support platforms Rep integrates with (Richpanel, Zendesk, Gorgias, etc).
In the support ticket, you'll see a notice that says, "A customer requires human assistance." Below this message, you will find a link that directs you to the customer's conversation with Rep on the Rep console.
If the customer is still online, you'll be able to chat with them in real time through that conversation.
By following these steps, you can ensure a smooth transition from a support ticket to a live interaction, enhancing the overall customer experience.
What if my Rep account is integrated with one of the support integrations such as Richpanel, Zenedsk, or Gorgias?
In this case, you have another way to start a live chat when the customer is still on the website. You can either:
- Follow the instructions provided above (to start the live chat through the Rep console), or;
- Reply to the ticket on your support platform.
On the customer's side, the experience will be the same - they'll be notified that an agent is starting a live chat with them through the Rep widget.