Introduction
When you have to train up multiple chat handlers you need to have the confidence that the chat system they are going to use is both simple to use; but has powerful intuitive options. Triangle's chat application is both of these.
Many of our existing clients have switched from other providers chat systems, stating that the Triangle chat interface coupled with the SMS statistics suite makes the perfect marriage.
Handlers have also given us great feedback to improve our system to make their jobs easier.
Features
- Chat handlers log into a secure environment.
- Incoming chat messages displayed on the opening screen. If the customer has already been answered by a certain chat handler then only that handler will see that customer for 15 minutes, then the customer is effectively thrown into the wider pool for another handler to answer.
- Ability to add additional information to each customer, in the form of Name, date of birth etc; a free notes field is also provided.
- Ability to see the entire chat history; coloured coded for incoming and outgoing.
- Allow chat handlers the decision to send Free promotional message to customers.
- Send SMS with links to picture content.
- Send WAP pushes with picture / video downloads. (These cannot be billed messages)
Upcoming Features
- Ability to create a conference chat scenario.
- User A will text in keyword CONF to 80508, they will then be assigned into a conference group.
- Maximum of 5 people in any conference chat group.
- The message from User A will be sent FREE to the other members.
- The chat Handler will effectively send a message to the group but only the person who initiated the message will be billed again.
- So the mathematics are 2 * Billed and maximum 8 messages free for every incoming message, so this still makes economical sense.
Administrator Specifics
To create a chat administrator in version 2.0 of the Triangle system the following changes need to be made.
- Make sure within the service options that the Chat Service radio button is selected.
- In version 2.0 certain elements need to be hard coded into the code.
- Within the SMS Chat centre header the service ID needs associating to the system.
- We then simply need to create the navigation options for this client to direct them to the chat centre.
External Links
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