How-To FAQs

How does a customer start a chat?

Customers will be able to start a chat from any product page on the website. Customers will always get routed to their closest team member where possible.

What can I see about my customer?

You will see your customer’s name in the header of your chat, along with their location and how recently they were active on the website. By tapping the shopping bag icon in the top right corner you'll also be able to see any products they've viewed on the website and if they've purchased anything.

What can they see about me?

Customers will only ever see your first name, store location, and your profile picture. Make sure you upload a clear, professional headshot of yourself.

How do I go available?

When you open the app, you can tap on the button marked “Go Available” to go available. To ensure that customers are not left waiting without response, make sure you only ever go available when you're ready to accept a chat.

How do I know when a new chat is waiting?

You'll receive a push notification when a new customer has started a chat. Make sure you have your notifications for the app enabled on your device or you won't be alerted when a customer chats.

How do I accept a chat?

When you've received a new chat, it will come through in the form of a countdown. To accept the chat, press the button marked “Accept,” before the timer runs out.

How can I see what my customer is viewing?

When you first enter into a chat with a customer, you'll see a drop-down panel which allows you access to view what your customer is viewing on the site. You can tap the shopping bag icon at any time to see what your customer has viewed.

How do I send a product card?

Product cards are a great way to convert a customer. Every time you recommend a product, send an accompanying product card. This will link your customer straight to the web page when they tap on it. You can search product cards by category, product keywords (ie. Black Jacket), or use the barcode scanner if you have the item in front of you to pull up the right card.

What if I can't find a product I'm looking for?

All the products on the website can be found in your product search. You'll be able to search by item category, by item keyword, or use the barcode scanner to pull up the product you need. If you can't find a specific product try searching a few different search terms to find it, it may be categorized differently online to how you'd expect.

How do I send a photo or video?

Tap on the camera icon and the camera roll on your device will appear. Select the photos you'd like to send from your pre-populated camera roll, or tap the photo panel to take a new photo. You can slide the panel to the left or to the right to switch to video. Once you've taken the photo or video, you can retake, or send over to your customer. When it has been received, the "seen" message will display below the image or video. If your connection is slow, it may take a little longer to send.

How do I invite my customer in store?

Invite your customer into your store by sending a calendar invite. Tap the calendar icon, give your appointment card a title (eg. Suit fitting) and then set a time and date for the appointment. The location will automatically be pre-populated with the location of your store, however you can change this if you happen to be in a different location. Once sent, your customer can add this to their calendar to remind themselves, as can you.

How do I send a saved reply?

Tap the Saved Replies icon to pull up pre-populated responses to frequently asked questions. Here you will find responses to refunds, shipping and customer service related questions. Simply choose the response you'd like to send to your customer, and then click send.

How do I finish a chat?

Once you've chatted with your customer and you're ready to end the chat, tap the arrow in the top left hand corner and you'll see the dropdown on actions. Tap "Finish Chat" and you'll be returned to your chat screen ready to accept a new chat when it arrives. If you end a chat prematurely, a customer can always restart it; they'll be reconnected with you if you're still available in the app.

How long should I wait before ending the chat?

Once you’ve finished answering, and the conversation has been concluded, feel free to end the chat.

How do I transfer a chat?

We always recommend you aim to finish any chats you start yourself, however, from time to time you may need to transfer a customer over to another location or someone with a different set of expertise. Make sure you always let your customer know why you're transferring them. Tap the arrow in the top left corner and choose from the drop down the "Transfer Chat" option. It will give you a list of available team members by location to choose from.

If no one is available, you won't be able to transfer the chat. Select the team member you'd like to pick up the chat; you'll then need to write an internal note on why you're transferring the chat. Your customer will never see this note. Once you've clicked "Transfer", the team member you're transferring to will have a limited time to accept the transfer so your customer isn't waiting for a prolonged amount of time. It will tell you once the chat has been successfully transferred, or if no one has been able to accept the chat.

How do I block a customer?

If a customer becomes abusive or makes you feel uncomfortable, you can block them by tapping the "Block" button from the end of chat drop down. The customer will not be told they have been blocked, but they will not be able to interact with the chat on the website anymore. Always advise your Manager if this occurs. If a customer has been blocked for an unsuitable reason, the support team can reverse this.

How can I view my performance?

You can view your performance at any time on the home screen. Here you'll be able to see the number of customers you've spoken to and your average star rating.