In this article, we're sharing the most important information & highlights on using Tidio. By reading this, you'll know how to get the most out of Tidio.
In this article, you'll learn:
- How to operate the Tidio user interface
- How the Visitor Tab works
- What information about visitors can you find
- How to add new operators
- How to manage the conversations
- How to transfer chats to different operators
- What communication channels Tidio supports
- How to change your avatar
- How to go offline
- How to use offline email notifications
- How Operating Hours work
- What is Chat Page
User Interface Basics
Receiving and replying to visitors' messages is easy! This is what the widget looks like from your visitor's point of view:
When a visitor hits Enter and sends you a message, you will get a pop-up and 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 about your visitors, including:
Displays a randomly generated unique Visitor ID (e.g., #2ftg9, #5mff3, or #lg0ku), an email address, or an actual name. The Email will display if you have the Pre-Chat Survey enabled (which you can find in Channels > Pre-Chat Survey ) or if the visitor provided their Email during the conversation.
Name of the Operator handling the conversation
Displays as a grey, horizontal bar next to the visitor's name, e.g., @you). If you do not see it there, no one is chatting with the visitor at the time.
Indicating the country your visitor is typing from. This data is gathered based on the visitor's IP.
Representing the browser your visitor is currently using to contact you.
A live preview of the particular URL your visitor is currently visiting.
Now, how to engage your visitor in a conversation? It's effortless – click on the new unassigned conversation and click on the join conversation button. Doing so will take you to the chat window:
Information on the visitor
You will see a location map and basic info on your visitor in the upper-right corner of your conversation window. This part will display a name/email/ID, the visitor's viewed pages, browser version, operating system, and IP address. If the Pre-Chat Survey is enabled, all information that the survey collected will display there (e.g., a phone number).
You can respond to visitors by typing your message in the conversation window and hitting Enter on your keyboard. If you would like to send a file or a picture during a conversation, click on the paper clip icon or drag and drop the image inside the chat's conversation window. Your customers can do that from their end too!
To enhance your messages, try Tidio's Reply Assistant (AI) that's designed to help customer service agents deliver high-quality, well-composed replies to customers faster. With the power of AI, Reply Assistant AI can generate good-looking responses from the input provided by the agent.
Below, you can see the Tidio chat widget in four forms of appearance - chat icon, chatbot message, get started mode, and an active chat.
Add new operators
The free, basic version of the Tidio account allows you to have three operator seats. If you wish to add more operators or use our premium features, consider upgrading to the Starter, Communicator, or Tidio+ plans. To add a new operator, please go to Settings > Team > Operators section and click on the blue Add an Operator button:
Once clicked, a pop-up window will open, and you will be asked to enter your new Operator's data. After entering all the information, a temporary password will be generated and sent to the new Operator's email address. Then, 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 moment, your Operator is free to log in via www.tidio.com or the desktop/mobile app to access the panel.
Manage the conversations
Fore a more detailed guide on live chat conversations and managing chats, please see this article.
If you would like to pick up the conversation – click on the system notification or choose a chat from the Unassigned column in the conversations panel. The Operator who assigned themselves to it is responsible for that chat. The next step is simply reading the visitor's message, typing in your reply, and letting the conversation take its course.
Whenever a visitor considers the chat finished, it's enough to minimize the widget. When they open the chat widget again, the conversation will be visible to them right where you left off. The chat will stay in the active conversations panel for the Operator until they unassign themself from it. To unassign – click the Leave or Mark as Solved button in the upper part of the chat window, next to the visitor's name.
Transfer to another operator
At any point, the conversation can be transferred to another operator if you need to step out for a minute or your workload is too heavy at the moment. To transfer a conversation, click the three-dots menu right under the location map and select the Reassign option:
From there, select the appropriate person or department from the list and hit Assign:
And it's done! The chat window on the other Operator's side will display the message that the chat has been transferred.
Finally, when you consider the conversation finished, you can un-assign yourself from it by clicking on the Leave or Mark as Solved button located at the top of your panel.
If all operators have left the conversation, the next time the same 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 and will be able to jump right into the conversation.
At Tidio, you can receive 4 types of messages in your conversations tab of the panel. A normal chat message, Email, and a Facebook Messenger message. They all appear differently, and that is how you will be able to recognize them:
Every chat message will always have the ID assigned based on the first letter/email of the user's name. While responding to the chat, your choice should always be to respond via the 'chat message.' This should be automatically set to reply via chat if the visitor is on your website.
Emails that you receive in your mailbox integrated with Tidio will appear with the blue envelope to specify that this is an email. You can choose to respond to those emails from the Tidio panel. That option is usually set to Email automatically when the visitor is offline, but in case if you like to switch it yourself, that is how it looks like:
When you have your Facebook Fan Page integrated with your Tidio account, all the messages sent to your Facebook page will appear in Tidio. They might reflect the user's profile picture instead of the letter or a numeric and have a Messenger Icon to indicate that the message came from Messenger.
When you have your Instagram Business Account integrated with your Tidio account, all the messages sent to your Facebook page will also appear in Tidio. They might reflect the user's profile picture instead of the letter or a numeric and also have an Instagram Icon to indicate that the message came from Instagram.
You can upload the Operator's avatar in the Settings > Personal > Account section.
When you feel your work is done for the day, you can change your status from Online to Offline. This will cause your widget to notify your visitors when they can expect a reply from you. They will still be able to send you a message along with their contact email, which you can forward directly to your email inbox. Here's what the widget looks like:
Changing your status and logging out of the panel can be done from the slide-out menu. 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). After clicking on it, you should see a screen like the one below, where you can change your status or log out of the chat:
Offline Email Notifications
If you would like to receive email notifications for any messages you receive while logged out or set to Offline, you can configure that under Settings > Notifications section. There is a 5 minutes delay time which is counted from the last message received. This is made to avoid sending you all the messages in separate emails. Instead, the system will collect all those chat messages that have been written on the chat and send them to you in just one mail 🙂
To set up the offline email notifications - make sure the box under the email column is checked for new messages. The new chat request box is checked automatically to ensure you will receive both - the new chat requests messages and messages from the conversations you're already assigned to.
The email notifications are always sent to the email address you used to create a Tidio account. Suppose you would like to add an additional email to keep receiving emails to another personal email address. In that case, you can enable the Forward email notification option and a different email manually.
Your offline & online hours. You can use the Operating Hours option within your Tidio Panel. That way, the notifications will automatically be snoozed between the hours of your choosing. You will find that option by going to Settings > Operating Hours section:
You can locate the Chat Page feature in the Settings > Channels > Live Chat > Chat Page section on the left side of your Tidio panel. Inside you will find a URL that opens the chat in a new tab of your browser. This feature comes in handy if you'd like to design a custom button on your site and link the chat page to it. You can also include it in your emails and social media pages.