Process Flow for Chat

In order to use Talisma Chat, you need to mark yourself available for chat. To do so, in the Chat Workspace of Talisma Client, click Tools > Available for Chat.

Proactive Chat refers to a chat session initiated by a Talisma User. As a Talisma User, you can track a visitor’s browse history on a web site, and initiate a chat session if you feel that the visitor needs assistance.

When you initiate a Proactive chat session, a Message is created, containing the contents of the chat transcript.

Reactive Chat enables you to respond to visitors who seek assistance when browsing your organization’s Web site. It is particularly useful when visitors want to explore the Web site independently, while still being able to reach out for assistance when they require it. The visitor clicks a chat button or link, to request for a chat session.

When the chat session is routed to you (or to any other User), a Message is created.

You can monitor visitors on the corporate Web site from the Talisma Chat Workspace. Information about visitors browsing the corporate Web site is displayed in the Site Visitors pane of the Chat tab in the Talisma Chat Workspace.

You can view the list of new visitors. A new visitor is one whose contact information is currently not available in Talisma Main Database. To view a list of new visitors, select the Chat tab in the Chat Workspace, and select the Site Visitors pane. Details about the visitor, including E-mail Address, URL, Country, IP Address, and the time when the visitor started browsing are displayed.

When a visitor requests for a chat session, you will be notified about the arrival of a chat request. You can either accept, deny, or close the chat request.

You can start a chat session with a visitor who is currently browsing your corporate Web site. To start a Proactive chat session, you must select a visitor from the Site Visitors tab in the Chat Workspace, and click Start Chat. The visitor is notified with a message to accept the chat request.

If the visitor accepts the chat request, the Chat pane is displayed on the visitor’s browser window. You can chat with the visitor by typing messages in the Message area.

When you accept the chat request, a chat session commences. You can engage in a chat session by answering the visitor’s queries using simple messages and Canned Responses. During a chat session with a visitor, you can send links, web pages and files.