Chat inbox chat-inbox
When a visitor asks to speak to someone, the chat arrives in the Chat inbox in Adobe Marketo Qualifier. This page is the representative’s view of a live chat: what you see when it arrives, what context you get, and what you have to do before you can close it.
To open the chat inbox, in the left panel under Activities, select Chat inbox.
Receive a chat receive
Your status appears in the top-right corner of the inbox. Available means you can receive chats now. Your live chat availability hours decide whether you are eligible at all; see Set live chat availability.
How a chat reaches you depends on the routing type set on the Live Chat integration:
- With round robin, every eligible representative is notified at the same time and the first to accept takes the conversation.
- With direct agent, the chat always comes to the named representative.
- With custom routing, the chat goes to the representatives assigned to the highest-priority rule the visitor matched.
Two tabs organize your conversations:
- Active — conversations currently in progress.
- All — every conversation, including ones that have ended.
Pick up the conversation pick-up
You never start cold. Before you type anything, the inbox gives you everything the visitor already told the concierge.
The transcript marks the handoff with two system lines, Live chat session has been initiated and Agent <name> has joined the chat, so you can always tell which part of the conversation was the concierge and which part is yours.
Type in the message box and select Send to reply.
Score the conversation conversation-score
Before you end a chat, rate how qualified the visitor is. The score is set by you, the representative who actually spoke to the visitor, which is what makes it trustworthy downstream.
In the Profile details panel, under Conversation score, select a rating. The dash means no score, and the flame icons rate the conversation from least to most qualified.
Please score the conversation before you close the chat appears and the chat stays open. After you score it, a confirmation appears and you can close the chat.
The score is written to the Engage with Live Chat in Concierge activity in Marketo Engage, where it is available as a constraint on filters and triggers. Use it to drive retargeting, lead scoring, personalization, and CRM handoff. See Brand Concierge data in Marketo Engage.
End the chat end-chat
Select End chat to close the conversation. The visitor can also end it from their side, and is asked to confirm first.
When a chat closes, its conversation status is recorded as one of two values:
- Ended — the conversation was closed deliberately, by you or by the visitor.
- Dropped — the visitor left the site and the conversation timed out from inactivity.
Next step next
See what all of this writes back to your marketing database in Brand Concierge data in Marketo Engage.