In this article, we're sharing the most important information and highlights on using Tidio. By reading this, you'll know how to get the most out of your project.
In this article, you'll learn:
- How to navigate the Tidio user interface
- What information about visitors you can find
- How the Customers section works
- How to manage the conversations
- How to add new agents
- How to transfer chats to different agents
- 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 the Chat Page is
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 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:
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!). You can also use the option to add a hyperlink to any text you write, before sending it.
To enhance your messages, try Tidio's Reply Assistant, designed to help customer service agents deliver high-quality, well-composed replies to customers faster. With the power of AI, the Reply Assistant can generate good-looking responses from the input provided by the agent.
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).
Any visitor currently on your website will also appear in the Customers section.
The Customers section
In the Customers section, you can also see some additional information about your current website visitors, listed in the Now live tab:
Visitor's name
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 Settings > Live Chat > Pre-Chat Survey ) or if the visitor provided their Email during the conversation.
Name of the agent 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.
Entry time
Indicating how long ago the visitor entered your website.
Flag
Indicating the country your visitor is typing from. This data is gathered based on the visitor's IP.
Browser icon
Representing the browser your visitor is currently using to contact you.
URL
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 Start chat button. Doing so will take you to the chat window:
Managing your 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 list in the Live conversations panel. The agent 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 agent until they unassign themself from it. To unassign – click the Solve button in the upper part of the chat window, next to the visitor's name:
Sometimes, when there's more than one agent assigned to a conversation, you may see the Leave button instead. This button allows you to leave the chat when there are multiple agents assigned to the chat. Another agent can later mark the chat as solved when the conversation is finished and resolved.
Add new agents
As the person who set up a Tidio account, you are its Project Owner - the first (and most important) agent. You can add other team members, however!
To add a new agent, please go to Settings > Team > Agents section:
... and click on the blue Add an agent button:
Once clicked, a pop-up window will open, and you will be asked to enter your new agent's data. After entering all the information, a temporary password will be generated and sent to the new agent's email address. Then, click on the Add button to complete the process.
A confirmation email containing the agent's password will be sent to the email address you specified. From that moment, your agent is free to log in via www.tidio.com or the desktop/mobile app to access the panel.
Transfer to another agent
At any point, the conversation can be transferred to another agent 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:
You also have the option to reassign a chat by selecting it from the dropdown list on the top bar.
And it's done! The chat window on the other agent'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 Solve button located at the top of your panel.
If all agents 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 agents who are currently online will see the notification and will be able to jump right into the conversation.
Communication Channels
At Tidio, you can receive 4 types of messages in your conversations tab of the panel. A normal chat message, a Facebook Messenger message, a Instagram message or a WhatsApp message. They all appear differently, and that is how you will be able to recognize them:
Chat Message
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, you should always respond via the 'chat message.' This should be automatically set to reply via chat if the visitor is on your website.
Messenger
Integrating your Facebook Fan Page with Tidio will make any messages sent to your Facebook page accessible in Tidio. These messages may display the sender's profile picture instead of a letter or number and will include a Messenger icon to show they originated from Messenger.
Once your Instagram Business Account is connected to Tidio, messages sent to your Facebook page will also appear in Tidio. These messages might show the sender's profile picture instead of a letter or number and will feature an Instagram icon to indicate they came from Instagram.
When your WhatsApp number is linked to Tidio, your incoming WhatsApp messages will show up in Tidio as well. These messages may include the sender's profile picture rather than a letter or number and will display a WhatsApp icon to denote their source.
Avatar
You can upload your own avatar in the Settings > Account section:
Once inside, you will see the option to upload a new avatar, and modify other details for your agent profile:
Going Offline
Please see this guide for more details on using your online/offline status in Tidio.
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 a dedicated menu. Click on your avatar in the bottom-left 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.
Operating Hours
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:
Chat Page
You can locate the Chat Page feature in the Settings > Live Chat > Chat Page section on the left side of your Tidio panel.
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