Getting started

Using Tidio Chat

Table of contents:

  1. User interface basics
  2. Adding new operators
  3. Reassigning conversations
  4. Uploading your pictures
  5. Switching offline
  6. Upgrading your account
  7. Chat on site

 

1. User interface basics

Receiving and replying to the visitor’s messages is very easy. This is how the widget looks like from your visitor’s point of view:

When a visitor hits enter and sends you a message, a popup will appear informing you about that along with a sound notification:

The new visitor will appear in the 'Unassigned' section of your sidebar in the Tidio Panel:

As well as in the 'Visitors' tab:

In the Visitors tab, you can also see some additional information on your visitors, including: 

  • Visitor's name - visitor's name displays as a randomly generated ID (i.e. '#2ftg9', '#5mff3' or '#lg0ku'), email address or an actual name. The latter two will display if you have the Pre-chat survey enabled (which you can enable in the Channels > Pre-chat survey section on the left side of your panel) or if the visitor provided his email during the conversation. 
  • Name of the operator who is currently handling the conversation - which displays as a gray, horizontal bar right next to the visitor's name. If you are not seeing it there, it means that no one is chatting with the visitor at the time. 
  • Flag - indicating the country your visitor is typing from. This data is gathered by visitor's IP. 
  • Browser icon - representing the browser your visitor is currently using to contact you.
  • URL - live preview of the particular URL your visitor is currently visiting.

Now, how to engage visitor into a conversation? It's very simple - just click on the new pending conversation; doing so will take you to the chat window:

An interesting thing to be noted here: since there was no reply to the customer for a longer time, an automated message appeared informing him that there is a high volume of incoming chats. This is our automation feature, which allows you send automated message under specific circumstances. More about this feature on this site.

In the upper right corner of your conversation window, you will see a location map along with basic info on your visitor - name / email / ID, URL visitor started the conversation from, browser, operating system and IP address. In the event of enabling the Pre-chat survey, all info gathered from it will display there as well (i.e. phone number). 

visitor's location map

You can write the customer back by typing the message in the window and hitting 'Enter' on your keyboard. It's also possible to send a file or a picture during a conversation by clicking on the paperclip icon on the right side of the messaging field.  Your customers can also do that from their end, by clicking on the cogwheel icon and choosing 'Send file' option:

And here's how the final exchange looks like:

 

2. Adding new operators

Each Tidio account allows you to add up to 3 operators to help you with responding to your visitor’s queries. To do so, please proceed to the Settings > Operators section on the left side of your panel and click on the blue ‘Add an Operator’ button:

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Once clicked, a popup window will open, in which you will be asked to enter your new operator’s name and email address, that will be used to access the panel. After entering the data, a temporary password will be generated - simply click on the ‘Add’ button to complete the process. A confirmation email containing the operator’s password will be sent to the email address you specified. From that point, your operator is free to log in via www.tidiochat.com or the desktop / mobile app to access the panel.

Of course, it’s possible to have more than three operators at a time - to learn more about that, feel free to click on the ‘Upgrade’ button in the upper right corner of your panel.

3. Reassigning conversations

At any point during the conversation you can transfer the chat to another operator if he's more suited to answer the visitor's question, you need to step out for a minute or have too much workload yourself. To transfer a conversation, simply click the three-dots menu right under the location map, and select 'Reassign operator' option:

From there, just select the appropriate person from the list and hit 'Assign':

And it’s done!

The chat window will display a message indicating that a new operator has joined the chat and that the conversation has been transferred:

Finally, when you consider the conversation finished, you can un-assign yourself from it by clicking on the 'Leave' button located in the upper left corner of your panel. If all operators have left the conversation, the next time visitor sends you a message, it will display in the 'Unassigned' column, just like any other incoming chat - all operators who are currently online will see the notification about an incoming message and will be able to jump right into the conversation. You can also leave a conversation by using the three dots menu option or simply hitting CTRL + Delete on your keyboard:

4. Uploading your pictures

A detailed guide explaining the kinds of avatars in your panel, as well as the recommended sizes and file formats, can be found right here.

5. Switching offline

When you consider your work to be done for the day, feel free to change your status from Online to Away, or log out of the panel completely. Doing so will cause your widget to switch to the offline form - your visitors will be notified that you are not available at the time and will be able to drop you a note along with their contact email. Here's how the offline widget looks like:

Both changing your status and logging out of the panel can be done from the slide-out menu, which you can open by clicking on the operator's picture in the upper right corner of your panel (if you haven't uploaded a picture yet, you will see a placeholder image - here you can find our short guide to the pictures in the panel). After clicking on it, you should see a screen like the one below, where you log ouf of the chat for the day:

6. Upgrading your account

Upon signing up for Tidio, you will receive a 7 day trial of unlimited version of the app. During that time, all features we have in store are fully available for you to use; after the trial expires you will be asked whether you'd like to subscribe to the paid plan or downgrade to the free Basic version.

When the trial expires, you are still able to use the chat for free for unlimited time - however, if you are interested in making the most of the app, don’t hesitate to read our detailed step-by-step guide on upgrading your account.

7. Chat on site

The ‘Chat on Site’ feature can be found in the ‘Channels > Chat on Site’ section on the left side of your Tidio panel. Inside of it, you will find the URL, which opens the chat in a new tab in the browser. This feature comes in handy if you’d like to design a custom button on your site and simply link the chat site to it, as well as include it in your emails and social media pages.

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And these are the basics of using Tidio to communicate with your customers! If you have any other questions regarding the way our app works, feel free to browse through our knowledge articles or contact us directly via chat widget on www.tidiochat.com or via email at [email protected]

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