Inbox live is the office's screen for watching the chat team right now. It shows how many customers are waiting, which sellers are taking chats, who is on a break, and each seller's numbers for today. The page refreshes by itself every 15 seconds.
Where to find it
Admin › CRM › Inbox › Inbox live. Inside the Inbox it is the Live tab.
Only the owner and people with Inbox — every chat see it (Admin, Manager and Supervisor start with it). A seller does not.
How it works
The four cards at the top:
- Customers waiting now, with how many are post comments and how long the oldest has waited.
- No seller: customers waiting with nobody to give them to, because no seller who can take them is Available.
- Sellers taking chats, and how many are on a break.
- New chats today, across all your pages.
The seller table has one line per seller, Available ones first:
- Now: Available, On break (with the reason and minutes), Not taking chats (with when they were last seen), or Switched off.
- Open chats, and their open-chat limit if they have one.
- Customer waiting: click the number to see those chats.
- The answer-clock column: new customers they have not answered yet, whose clock is running.
- Oldest waiting: shown in red at 5 minutes or more.
- Given today, Answered today and Avg first answer.
- Moved away (late): chats that went to someone else because they did not answer in time.
- Orders today from their chats, Break today in minutes, and Last answer.
If you have more than one page, a By page table shows how many customers wait on each page and how many new chats each got today.
Example: Rangdhanu Fashion's Live screen shows 6 customers waiting and 2 with "No seller". One seller is Available with 4 waiting, two are on a break. The office calls one seller back from the break, or moves chats by hand.
Good to know
- "Today" starts at midnight.
- Opening the page also moves the clock on: late chats move and waiting chats are given out, the same as the Inbox does.
- "Not taking chats" means the seller is switched on but has not pressed Available, or has not had the inbox open for a while.
Common problems
- "No sellers yet." Nobody is on the sellers list. Add sellers and their shares in Inbox settings.
- Many customers under "No seller". No seller who serves that page is Available, or everyone is at their limit. Ask a seller to go Available, or move chats by hand.