Chat Center Basics

With CallRail's chat widget, you can gather valuable lead data in real-time while connecting with customers that submit chat messages via your website. Our Chat Center allows you and your team to gather important information from your customers and build trust through your interactions with them.  

To use Chat Center, you'll need to install the JavaScript snippet. Please note that the chat widget your customers will see will appear on each page of your website where the snippet is installed. This will happen immediately after your chat widget is created

What’s Available in Chat Center 

You can answer and view recent chat conversations within Chat Center. Here, you’ll find: 

  1. A list of available chat messages for you or someone else to answer
  2. A list of active chat conversations that shows ongoing conversations for you to view
  3. A list of recent chat conversations that displays chat messages from the past 24 hours

Customer details are present on the right side when chatting or viewing an active or recent chat, including a person’s name, phone number, and location.

You can also view a customer’s interaction history and score chat conversations as qualified leads, plus assign tags and values. You can leave notes about your conversation by clicking on the Notes tab in the lower-right corner.  

Score Chat Conversations as Qualified Leads

You can score chat conversations as qualified leads from your Chat Center dashboard.

  1. Click Chat Center at the bottom left of the page.

  2. Select a chat from the left menus.

  3. Find the "Qualified" header under the Workflow tab in the bottom right of the page.

  4. Select the thumbs up icon to score the chat as a qualified lead, or click the crossed-out thumb to indicate the chat was not a lead.

  5. You can assign tags or value by clicking on the + icon within the Workflow tab.

  6. You can also score chat conversations in the Chat Log under the Qualified column.

Write a Note About a Chat

You can leave notes about a chat from your Chat Center dashboard.

  1. Click Chat Center at the bottom left of the page.

  2. Select a chat from the left menus.

  3. Find the Notes tab in the bottom right of the page. 

Edit a Visitor’s Name

You can edit a visitor’s name from your Chat Center dashboard. 

  1. Click Chat Center at the bottom left of the page.

  2. Select a chat from the left menus.

  3. Click the pencil icon in the top right of the page and type in a new name for the chatter. 

View Session Info and End a Chat

You can view session info and end an active chat from your Chat Center dashboard. 

  1. Click Chat Center at the bottom left of the page.

  2. Select a chat from the left menu.

  3. To view session info, which includes information like the chatter’s source, device type, landing page, referring page, and visited pages, click Session Info at the top of the chat window.

  4. To end a chat, click the End Chat button at the top of the chat window.