Chat tracking is available for Agents on the Lead Center Standard plan and up (Standard, Premium, Premium HIPAA, Early Access Premium, and Legacy Transition Offer). Read this article to see how to update your pricing plan.
Lead Center's chat tool allows you to track and respond to each chat message sent via your website. Each time a customer sends a chat message, we’ll instantly alert you by desktop message or email. Your chats will be available in Lead Center, right along with your calls, texts, and form submissions for a unified view of all your communications and customers.
You can set business hours for your chat widget to ensure your customer's conversations aren't missed. When the widget is toggled to OFF, it will notify customers that no agents are available and allow them to leave a message. You can adjust your hours of availability at any time, and changes go into effect immediately.
If you haven't already built your chat widget, do that first, then use the instructions here to set your business hours for chats.
Setting your hours of availability
- Click Analytics in the left navigation.
- Click Tracking at the top of the page and choose the company where you'd like to enable chat (if you have more than one company in your account).
- Select Chat Widget in the left menu.
- Pick the days and times in which chat should be available on your website by clicking the pencil icon to Edit your hours of availability. If you need to add multiple timeframes, click + Add Time. Select Save when finished.