How to turn on private mode in a chat?
URVA Connect facilitates managers/ Supervisors to see chat between the agents/ RMs and their respective customers using Private Mode option.
Follow below steps to do so:
Mobile App:
- Open URVA Connect app.
- Click on customer chat thread.
- Now click on
icon on message bar.
- Now the chat will turn into private mode.
- Now you can tag your manager's/ colleague's name starting with @.
- Then you will get the list of users.
- Click on any name and then type the message.
- The message will be sent to manger.
- Now Manager can view the entire chat between RM and Customer .
Web App:
- Open URL: feetport.app
- Login screen will appear, enter Org Code.
- After that, enter your Username and Password, then click Submit.
- Now you will be able to see home screen of URVA Connect
- Go to Conversations to view chats with customer.
- Click on any customer thread. The chat window will appear.
- Click on Lock icon
beside the message bar.
- Now start typing name starting with @. You will get the list users.
- Start typing name and then choose from the list.
- Now start typing your message and then send.
- The message will be sent to tagged person with a lock icon.
- Now one can freely talk with the tagged person and the customer will not receive any of these messages.
Related Articles
How the manager can view the chats of the users and the customers ?
Manager as a supervisor can view and monitor the chats between the RM and Customers. RM can add his supervisor in his conversation between him and the Customer by simply putting the chat in private mode. RM has to follow below steps and the manager ...
How to start a chat on URVA connect?
Start chat with a customer on web: Open URL: feetport.app Login screen will appear, enter Org Code. After that, enter your Username and Password, then click Submit. Now you will be able to see home screen of URVA Connect. Click on scan icon from top ...
How to view chat threads based on filters?
Chat filters are helpful in identifying chats on the basis of platforms. As multiple Customers are handled by a single RM, it can be difficult for him to identify chats. Chat filters can be used by following these steps: Mobile App: Open URVA Connect ...
How to close chats in URVA connect?
Follow the steps to resolve/ chat: From URVA web, go to OPEN tab. Click any chat to open. You will see a tick mark option to close the chat. Click "OK" on the confirmation pop-message. The chat will be moved from OPEN tab to CLOSED. You can view all ...
How to re-assign chat to other user?
In case an RM is on leave or unable to reply to a customer's message, URVA Connect allows him to assign the chat to his senior or to his team mates. This provides a complete Customer Service with no loss of business. Mobile App: Assign the chat from ...