Decrease time spent on routine customer inquiries and prioritize meaningful conversations using Channel Talk's Support bot.

Support Bot

The Operation add-on streamlines processes by automating repetitive tasks and offers valuable insights for business growth through chat analysis.

Operation

Initiate communication with your customers through the powerful and user-friendly marketing feature of Channel Talk.

Marketing

Explore the pricing options and subscription methods available on Channel Talk, and select a plan that suits the needs of your business.

Billing & Subscription

Simplify customer service and internal collaboration by using Channel Talk's Team Chat for both customer interactions and team communication.

Team Chat

NaverTalk

Streamline customer support by connecting your email inbox to Channel Talk, allowing you to manage inquiries in a single platform. And to provide a personalized experience, you change the sender's email address through email DNS settings.

Email

Kakao

Link your Instagram to handle direct messages from customers and promote your brand with new Instagram posts through Channel Talk.

Instagram

Streamline customer interactions across multiple platforms by integrating external services with Channel Talk.

Integrations

Basic chat settings are gathered here. You can create a greeting message or set your operating hours.

Chat Settings

Customize the Channel Talk plugin and chat lounge to reflect your brand and connect with customers.

General Settings

Apply your company's existing team structure to Channel Talk as well. Invite team members to the channel, group them according to purpose, and enhance communication efficiency.

Teammates

Learn how to set up Channel Talk, from channel profile to security settings.

Settings

Channel Talk can be easily installed on your homepage. Simply follow the provided installation guide to set up the Channel Talk plug-in and start communicating with your customers.

Installation

A successful CRM strategy begins with understanding your customers. Easily locate and manage your regular customers using the Contacts feature on Channel Talk.

Effective communication with customers is key to growing your business. Discover how to connect with them using Channel Talk

Live Chat

Are you new to Channel Talk? This article is just for you!

Getting Started

Call

meet-call

Download dataDo you want to do your own analysis of the data? On the dashboard, you can easily download the data which makes up our analytics page. You can download the data either as an Excel (XLSX) file or a JSON file.You can download up to 10,000 chat data per fileThese downloads are only available to those managers with Download data permission.When downloading the data you need to set a password and write a purpose for the download.Only the English language is supported on the filesIf you lose the password, the file cannot be recovered, you have to re-download the fileHow to downloadDownload via AnalyticsGo to [Operations] - [Analytics]After filtering and selecting the desired conditions, select the download button.Select file type, and message data.Click download.If there is a lot of data, it may take a few minutes.Download via Inbox search resultsUnder the user chat tab, click the magnifying glass and et the search conditions accordingly.After selecting your desired conditions, go to [Actions ]- [Download data].You can only download up to 200 chats at one time.Description of chat metricsData worksheet tabTab valueDescriptionUserChat dataData from the chat including information and time dataUser dataCustomer dataSupportBot dataData received from the support botMarketing dataData from chats opened through Marketing campaignsManager dataOperator DataBot dataData from the Channel botUserChatTag dataTags related to chatMessage dataContents of the uerchatUser chat datasheetData ValueDescriptionRemarkidUser chat idOn the Message data, you can reference the origin User chatuserIdCustomer IDnameCustomer NamedescriptionChat DescriptionstateUser chat StatusOpened / Snoozed/ ClosedcontactMediumTypeType of messenger (external)- appLine : Line messenger- appInstagramMessenger : Instagram messengermarketingIdMarketing Message IDYou can check the specific marketing message on the Marketing datasheetmarketingTypeMarketing message type- Onetime message: oneTimeMsg- Campaign : campaignsupportBotIdSupportbot IDYou can check the SupportBot data on the supportbot data sheetmanagerIdsFollower IDYou can check the followers on the Manager data SheetassigneeIdAssignee IDYou can check the assignee data on the Manager data sheettagsChat TagsfirstOpenedAtUserChat first opened timeThis variable shows the time at which the customer first opened their UserChatopenedAtUserChat opened time- Time for New user chat created- Time for reopened user chat after closed and snoozed statusfirstRepliedAtAfterOpenTime when manager replied after Userchat was openedIf the chat was opened again it changescreatedAtTime from first opening the Channel lounge to starting a chatButton press timewaitingTimeFirst response time: the time from when the customer first sends a message until a manager respondsIf a new chat is opened it remains the sameavgReplyTimeAverage response time-This is the average total reply time to the total number of replies in said chats (totalReplyTime/replyCount)- It will be renewed when the chat is reopenedtotalReplyTimeTotal Reply Time- This is the total amount of time it took for the manager to reply- If a new chat is opened it does not changereplyCountTotal number of manager’s responsesIf a new chat is opened it does not changeresolutionTimeHow long did was the UserChat from opened to closed status-(closedAt - openedAt)- If a new chat is opened it does not changeoperationWaitingTimeWaiting time during Operation hoursIf a new chat is opened it does not changeoperationAvgReplyTimeAverage reply time during Operation hoursIf a new chat is opened it does not changeoperationTotalReplyTimeTotal reply time for during OperationIf a new chat is opened it does not changeoperationReplyCountTotal reply count during Operation hoursIf a new chat is opened it does not changeoperationResolutionTimeResolution time of chats only during opersting hoursIf a new chat is opened it does not changeclosedAtUser chat closing timeIf a new chat is opened it does not changeSupport Bot data SheetData valueDescriptionRemarkidSupportbot IDrevisionIdSupport bot moderation IDsectionPathRecord of the support bot path section that the customer chose on the edited versionManager Data SheetData ValueDescriptionRemarkidManager IDchannelIdManager assigned channel IDaccountIdChannel Talk account IDusernameOther mentioned manager ID@ mentionsnameName presented to the customeremailEmailmobileNumberPhone numberroleManager permissions- Owner- MemberremovedManager removed statuscreatedAtDate manager joined ChanneldefaultGroupWatchGroup message notification settings- All activity: all- Important only: info- Nothing: none- Based on the time data was downloadeddefaultDirectChatWatchDM alert settings- All activity: all- Important only: info- Nothing: none- Based on time the data was downlowdeddefaultUserChatWatchUser Chat notification settings- All activity: all- Important only: info- Nothing: none- Based on time the data was downlowdedoperatorOperator mode settingsBased on time the data was downlowdedoperatorEmailReminderOperator response email settings when operator mode is onBased on time the data was downloadedBot datasheetData ValueDescriptionRemarkidBot profile IDchannelIdChannel IDnameBot profile IDcreatedAtBot profile creation dateUserChatTag datasheetData valueDescriptionRemarkidChat tag IDchannelIdChannel IDnameChat tag namedescriptionChat tag descriptionfollowerIdsManager assigned chat tag IDcreatedAtAssigned chat tag dateMessage datasheetData valueDescriptionRemarkChatIdUserchat IDPersonTypeMessage sender information-Bot: All automated responses- Manager: manager- User: userPersonIdMessage sender ID- Supportbot : bot ID- Manager: manager ID- Customer: customer IDCreatedAtMessage creation timePlainTextMessage contentFAQCan you search only the chats which have all searched tags?Unfortunately, that feature is unavailable. If you search for more than one tag, every chat with at least one of those tags will be included. If you want to check the data only with multiple tags (unions) you must download the data and search via excel.Can you see the pending chats in the statistics?It is a very difficult process to check current pending chats. It is easier to check via customer inbox to see current pending. You can also create formulas via excel to infer such a metric.There’s no chat data in AnalyticsIf chat data is not shown on the analytics dashboard, it is either a temporary phenomenon (there is no available chat data). If you create a test user chat and the data is still not present please contact customer service as soon as possible,

Chat Data Download 

What is chat auto-assignment?Chat auto-assignment feature is that the chat is distributed according to the manager(assignee)’s ability. If you set the maximum number of auto-assignments, Channel Talk automatically distributes chats according to the real-time response volume.In order to find the most suitable person in charge, Channel Talk approached it as a &#34;Team&#34; rather than an individual. If you assign the team in charge that is most knowledgeable about customers’ inquiries, the system finds and automatically assigns one person in the team who can respond in real-time to engage with customers’ inquiries immediately.The manager who handles chat consultations quickly will receive more chats, and new employees who need more time, will be assigned to fewer chat consultations so that they can take their time in responding. This feature helps you to increase your work efficiency and save customers time.Auto-assignment settingsSet up a teamTeam settingsYou can customize your team settings. If you want the system to assign the chat automatically among team members, turn the “Assign chats automatically” on.How to set: [Channel settings] - [Teammates] - [Team] - [Assign chats automatically]What if you don&#39;t have a team yet? (→ Check how to set up a team)Setting the maximum capacity of auto-assignments per personThe maximum number of auto-assignments (Capacity) is the number of ongoing(opened) chats that can be handled by a team member. If you set the number of automatic assignments according to each manager&#39;s capacity, the chat will be automatically distributed without exceeding the maximum limit.You can set the limit up to 100.How to set: [Preferences] - [Manager settings] - [Inbox] - [Auto-assign limit]Check the auto-assign limit in InboxIf the number of chats in progress is exceeding or is equal to the limit, the number of chats in progress is displayed in orange numbers in the Inbox.In this status, the system no longer assigns a new chat, but you can manually assign a new chat by clicking the ‘Assign to me’ button.You will still receive new user chats that meet the requirements set by the chat automation rule/support bot action.If the number of chats in progress is below the limit, the number of chats in progress is displayed in black numbers in the Inbox.Assign a team to the chatManually assign a teamWhen a new chat comes in, you can manually assign the team who knows best about the customer’s inquiries.Automatically assign a teamIf you are subscribing to an operation add-on, you can set the chat automation rule to assign a team in charge of an inquiry.Example 1) By setting a chat automation rule, you can assign a ‘Personal Shoppers’ team to a chat when the message contains the word ‘recommendation’ (→ Learn more about chat automation rules)Example 2) By setting the action in the Support bot step, you can assign a ‘Personal Shoppers’ team to a chat when the customer leaves an inquiry after clicking the [Speak to a representative] button (→Learn more about the Support bot)3. Automatically assign an assigneeChat auto-assignment CriteriaChat is automatically assigned to the manager when (1) the maximum number of auto-assignments is within the limit, (2) is not in Do Not Disturb mode, and (3) has the fewest number of ongoing chats.Chat auto-assignment works when the number of ongoing chats is less than the maximum auto-assign limit.Managers who have turned on Do Not Disturb mode are excluded from chat auto-assignment. (→ What is Do Not Disturb?)The chat will be given to the manager with the fewest number of ongoing chats. If the number of ongoing chats is the same among the members, the system will randomly pick one manager. (Chats in Snoozed or Closed statuses are not included)Example)In the following situations, when a new chat comes in, the system will automatically assign it to Manager A:ManagerNo. of ongoing chatsMaximum auto-assignment limitDo Not DisturbResultA615OFFChat is assigned to manager AB810OFFThe number of ongoing chats is higher than Manager AC312ONExclude from auto-assignment as Do Not Disturb mode is onD64OFFThe number of ongoing chats is higher than the maximum auto-assign limitCases where chats are not automatically assignedIf the chat auto-assignment does not work even if you assign a team to the chat, please check whether the following applies:When all team members exceed the maximum auto-assignment limitIncrease the maximum auto-assignment limits for team members, or update chat status to “Closed” for ended chats to free up the number of ongoing chats.When all team members are in Do Not Disturb modeTurn off the Do Not Disturb mode to secure a team member who will be available to accept chats.If the team&#39;s auto-assignment setting is offTurn on the chat auto-assignment setting in the team settingsCheck the status of each manager(individual team member)In [Operation] - [Chat manager], you can check the auto-assignment limit, notification settings for unassigned chats, and Do Not Disturb mode status for each manager(individual team member).FAQCan each manager be assigned the same number of chats?Channel Talk’s chat auto-assignment function is designed to provide a real-time assignment based on each manager’s capacity. If you do not consider the individual response time and distribute the chat equally among the team members, the customers assigned to the new hires may have to wait for a longer time compared to experienced team members.The manager who handles chat consultations quickly will receive more chats, and new employees who need more time, they will be assigned to fewer chat consultations so that they can take their time in responding. This feature helps you to increase your work efficiency and save customers time.Equal distribution is difficult to completely apply in this updated function, but we plan to consider applying it in the future.I want to automatically assign to all members of the company, not to a specific team.You can create a team and invite all members of the company to join the team. Then by assigning the team for chats, all members will be available for the chat auto-assignment.Are “Snoozed” and “Closed” chats included in counting the chat auto-assignment limit?Snoozed and Closed chats do not affect the chat auto-assignment limit. Only ongoing chats are considered.Chat auto-assignment works when there are fewer ongoing chats than the maximum chat auto-assignment limit.If both managers are in the same conditions, who will be assigned to the new user chat?When both managers have the same number of ongoing chats and both are not in Do Not Disturb mode, the assignee will be picked at random.What if I don&#39;t set a maximum number of auto-assignments?The maximum auto-assignment limit is set to 10 by default.If the manager sets the maximum auto-assignment limit to 0, they will not receive any user chats automatically.If the maximum auto-assignment limit for all team members is 0, no one will be assigned a chat. But you can manually assign a manager for each chat as an assignee.I received a new user chat through the auto-assignment feature but I want to change the assignee to someone else.If you update the user chat to “No assignee”, a new assignee will be automatically assigned again. However, the previous assignee is not completely excluded from the nominations. Depending on the number of real-time responses, the same person may be assigned as an assignee again.You can manually change the assignee, even if they are not part of the assigned team.What happens if I change the assigned team for the chat?When changing the assigned team, if the current assignee is not part of the new team, the assignee will be removed.Automatically reassign assignees from members of the newly assigned team.Example) In a situation where there are members A, B, and C in the marketing team/members B, C, and D in the design team:You want to assign the design team for the chat and currently, member A is the assignee, the assignee status will be changed to ‘unassigned’ because member A is not part of the design team.If member B is the assignee and the assigned team in charge is changed from the marketing team to the design team, the assignee status will not change because member B belongs to both teams.

Chat Auto-assignment

Common automation examples70-80% of the work CS departments face are simple repetitive inquiries. Our Chat Automation Rules give you the ability to handle such tasks easily and effectively while providing a robust customer consultation experience.Customized Operator assignments and tags based on conversation contentIdentify customers with keyword search, assign operators automatically based on such keywords, and categorize those interactions through tags.Example) Refund Inquiries: I applied for a refund but the purchase was not updated on my card.“Shipping/Refund” automatically sets the customer tagDelivery inquiry “Automatically assigns delivery specialist”How to set:Trigger: When the customer sends a messageFiltering: Message content - contains ‘refund’Action: Add chat tag / assign a specialistNotify Operators when customers are waiting too long for a responseWhen your customer service replies are delayed within an interaction, automatically notify you head of CS through internal conversations so your customers don’t have to wait for pertinent information.Example) Your customer has been waiting over 30 minutesAutomatically send the internal note to the assignee to not miss the chatHow to set:Trigger: When the customer is waiting for the manager’s responseFilter: Business hours is true / Chat status is Opened / Assignee who will receive the internal noteAction: Reply in the chatProviding personalized responses based on membership levelWhen a VIP customer leaves an inquiry, we send a personalized greeting to the VIP customer, and at the same time, we assign a dedicated manager as the person in charge and quickly send an internal notification so that the customer does not wait.Example) When the VIP Customer creates the chatAssign a dedicated manager &amp; Add VIP Customer chat TagsSet an automatic message to the customerSet an internal message to your team members to remind them about the opened user chatHow to set:Trigger: When the chat is opened - Only when first openedFilter: User Tag - VIPAction: Assign someone who will handle the chat / Add hat tag - VIP / Reply in chat (Internal note &amp; Reply to customer)Set up chat automation rulesTriggersA trigger is a condition needed in order for the chat automation rule to start. When the trigger conditions are met, the system prepares to execute the chat automation rules.When the chat is openOnly when first opened: Only applies when a chat room is first openedEvery time: Applies when the chat is reopened or after snoozed status is endedWhen the customer/manager sends a messageWhen the customer/manager waits for responsesYou can set the waiting timeWhen the chat is closedFilteringOnce the trigger is met, the consultation automation rules will be initiated. Filtering can then be used to set what situations will work. You can filter by chat information, user information. the content of the customer&#39;s message, and business hours.User info: Customer Information such as language or countryChat info: Chat information such as assigned manager, follower, or chat status.Message content: Messages sent by customers or managers can be filtered by specific keywordsBusiness hours: Apply automation rules during operating hours or non-operating hoursActionsUse triggers and filtering to set which actions will be automatically taken in a chat when all conditions are met.Assign / Unassign: Assign the manager for the chat or remove the assigned managerAssign / Empty team: Assign the team for the consultation or remove the assigned teamAdd followers: Add followers who can help to resolve customer’s inquiryAdd chat tags / chat description: Add chat tags/chat descriptions to categorize and manage the chat inflowSend a message to User chat: Send a message to the customer or communicate with your team member via internal noteSend a message to Team chat: Send a message to the team chat with the user chat linkUser tagsCustom action (coming soon)Change stateYou can set the chat status. You can either leave the chat status open without doing anything or close the chat.If the chat is opened and you select “open”, the chat will be remained open.FAQWhat happens when multiple chat automation rules exist in the same conditions?Chat automation rules are arranged based on their priority. If there are multiple rules under the same conditions, the rule located at the top of the list will operate first.Can you set the automation rules by day or hour?Unfortunately, it is not possible to set up the chat automated rule to operate at specific times. Currently, you can only set the automation rule during operating hours only or non-operating hours only.A message is automatically sent to the closed chat. How to avoid this?If you don’t want to send the automated message to a closed chat, add a filter through[Filtering] - [Chat info] - [Chat Status] - [Opened]

Chat Automation Rules

How to set chat goalsGo to [Operation] - [Chat Goals] - click [+Add goal].After setting the period and event you want to track and click [Save].Set the time periodThe goal achievement is evaluated based on events that occur within the predetermined timeframe, which starts from the manager&#39;s initial reply to the customer&#39;s message.You have the option to select a time frame of 1, 3, 7, 15, or 30 days. Events that happen outside of the selected time frame will be regarded as unachieved goals.Select the event you want to achieveSelect the customer action you want to set as a goal after the chat is over.Review the chat goal in InboxYou can check the chat goal status of each user chat on the right side panel of the inbox.None: The chat goal has not yet been set.In process: The manager hasn&#39;t sent the first reply to the customer&#39;s message yet.Missed goal: The set chat goal was not achieved.Achieved: The chat goal was achieved within the set time period.Once the chat goal is achieved, the status will be updated to [achieved] status.If a previously closed consultation is reopened and the manager addresses a new inquiry, and the goal has altered, the evaluation commences with the updated goal. Once achieved, the achievement time and the new goal are updated and displayed.Analyzing Chat goal resultsYou can check the goal achievement rate for each member.Goal achievement rate calculation formula: Number of user chats that achieved goals / Number of chats that endedYou can check the status of goal achievement by date in real-time. (Will be added on June’s product update)FAQIf the chat goal is changed in the middle, which goal will be tracked?The chat goal will be evaluated at the time of the manager&#39;s first response to the customer&#39;s message. If the chat is resumed with a new inquiry, it will be reassessed with the updated chat goal.How do I track goals when a closed chat is reopened?When a closed chat’s goal status was [Achieved] and the chat is reopened:If the goal setting hasn’t been changed - Since the goal has already been achieved, the chat goal is displayed as achieved.If the goal setting has been changed - A new inquiry from the customer will be assessed against the goal set at the time the manager responds.If the chat goal is not achieved and the chat is reopened, the goal will be assessed again from the time the manager responds to the customer inquiry.I don&#39;t see the Chat Goals field in my Inbox.You must subscribe to the operation add-on for the chat goal function to be applied. You can set a goal, but it will not be tracked unless you subscribe to the operation add-on.

Chat Goals

Explore the basis of AnalyticsFiltersFilter through specific metrics such as period, manager, follower, and tags. In addition, if you press the magnifying glass button you can get quick access to the chats which make up that dataset. Here are the available filtering options:Assignee and Follower: You can filter and view managers who are participating in the chat as either assignee or follower.Team: You can filter and view the team responsible for the chat.Chat goal: You can filter and view whether or not the chat goal has been achieved.Chat tag: You can filter and view the tags assigned to the chat.Integration: You can filter and view chats received through external messengers, phone calls, and emails.ResponsivenessYou can look over the response time for every incoming inquiry, you can further inspect the data by setting filter conditions.Next to each statistic category, you can see the rate of change(ROC). It shows the change in the statistic relative to the preceding time period. If there is no data in the preceding period, then the ROC is set as -.E.g.) If you are filtering your statistics for the month of April (01/04→ 30/04) then the ROC statistic will show you the change from the statistic for the 30-day period of March (01/03→30/03)Understanding the graphsFirst response time (WaitingTime / OperationWaitingTime)This is the statistic that measures the period of time from the user’s first message until the operator’s response.This metric is still measured if the operator sent the first message. In such a case, it measures the customer’s first message and the manager&#39;s follow-up message. In other words, it measures the time from a customer’s first message until the operator’s response after such a messageEquation: FirstRepliedAtAfterOpen - OpendedAtOperationWaitingTime = FirstRepliedAtAfterOpen (Operation time) - OpendedAt (Operation time)Example)The Customer sends their first message at 1:03, and after the chat is opened the operator responds with their first message at 1:10. Therefore, the First response time for this chat is 7 minutesThe Customer sends their first message at 9:22, but then sends a second message at 9:25 and the operator responds at 9:30. Therefore the first response time is 8 minutes (30-22)The Operator sends a message at first to the chat room at 11:00, but the customer doesn&#39;t respond until 11:30. Then at 11:32, the operator responds back. So, in this case, the first response time is 2 minutes.Average Reply time (AvgReplyTime / OperationAvgReplyTime)This metric measures the average reply time for chats for your team. It will measure the time between your customers&#39; first response, and your manager’s last message, and then normalize it over the entire length of the chat room. In layman’s terms, it is the average response.Equation: AvgReplyTime = TotalReplyTime / ReplyCountOperationAvgReplyTime = OperationTotalReplyTime / OperationReplyCountResolution Time (ResolutionTime / OperationResolutionTime)Measure the time from opening a chat until the time close the same chat.ResolutionTime = ClosedAt - OpenedAtOperationResolutionTime = ClosedAt (During Business Hours)- OpenedAt (During Business Hours)One-stop Closing RateOne-Stop Closing Rate is a metric used to measure how many chats only have one operator assigned as a manager.Even if the person in charge of the chat switches from A→B→A it is still considered one-stop closing because the same operator opened and closed the chat.All of these statistics, except for first response time, use data from closed chat only. First response time uses Opened, snoozed, and closed chats as data.View OptionsSummary statistics: Median | AverageTime: All | Operating Hours onlyGraph View: Timeseries | DistributionOperating hoursChannel Talk gives you the ability to look at a breakdown of your statistics but only for your operating hours, being able to increase in-hour efficiency.Operating hours are set hours in the day when your customer service is actively seeking inquiries. As such, the operating hour&#39;s statistic allows you to parse the data only occurring when your team is present.Example) If you have your office hours set from 9am - 12pm, and 1pm - 6pm:If a new chat comes in at 10am and a manager responds at 11am → this interaction will count towards your analytics.If a new chat comes in a t 11am but a manager responds at 12:30pm → this will not count towards the operating hours statistic.If a new chat comes in at 8am but a manager responds at 10am → This interaction will likewise not count towards operating hours statistics.If a chat comes in at 11am but a manager responds at 3pm → This counts towards the operating hour&#39;s statistics.Finally, if a chat comes in at 3pm but ends at 11am the next day → Does not count toward statistics.If your operating hours are changed while checking statistics, the operating hours will be applied to the data and the analytics may change depending on the operating hour&#39;s change.Example) Let’s consider the case of operating hours for the month of June were 9am - 6pm for the first ten days of the month, then for the remaining twenty days changed to 10am - 5pm.On June 9th, a new user chat is opened at 9:30am and on the same day a manager responds at 5:30pm → Counts toward operating hours statistics.On June 12th, a new user chat is opened at 9:30am and a manager responds at 5:30pm → It will not count towards statistics because the operating hours changed.InflowInflow is a metric measuring the total number of new chats, closed or opened chats, visitors, tags, pages, and other important filter metrics.Check the total number of visitors and consultations within a given periodVisitorsThis metric is the total number of Unique Visitors (UV) who visited the homepage or app who also opened your Channel lounge.If the same customer visits multiple times a day then they will only count as one UV.Except for Page Visitors, inquiries received from external messaging inquiries (Instagram) are also counted as one visitor.ChatsThis shows the total number of chats in a given period.If a customer starts a conversation again in a closed chatroom, the conversation will be counted as a new chat with a different start date.If the same customer opens multiple chatrooms each chatroom counts as a separate chat.Check the distribution of opened/closed chats that occurred over a set period of time and dateOpenedSum of all new chats during the predetermined period of timeClosedSum of all closed chats during the predetermined set of timeThe number of chats is also color-coded, with the darkness of the color shade implying a large number of chats.Parse your chat inflow by tags, pages, and routeChat TagsUnder the Chat Tags statistic, you can measure which tags are inquiring and opening chats and their ratio compared to other tags.You can also break down certain tags into their subtags (such as if you had a “US” tag and then multiple subtags of “northeast, southeast, midwest, south, west, and northwest” for each region).Chats without any tags also are included in this statistic.PageYou can check from which pages on your website do chats come. For example, if someone opens the chat on the homepage it will count towards a homepage chat. Even if a customer moves to a different page and reopens their chat window, it will still count towards the original page.There is no page information provided if the chat is opened via:Support bot that is attached to a marketing campaignExternal messengers(Instagram, Line, etc.)RoutesDuring the set period, this statistic breaks down from which method chats come. For example, it breaks it down into support bots, marketing campaigns, and external messengers.If multiple campaigns, support bots, or on-time marketing paths are running concurrently, they will be aggregated into general categories of “support bot, campaign, or one time message.If an operator first starts a chat by opening a new user chat, or through a plug-in link, it will be shown as “other”.TrendThis shows the trends of each category over a selected period of time.PerformancePerformance is a leaderboard for your team. It allocates a score to each operator based on a number of factors such as the number of chats assigned, One-Stop Closing Rate, First Response Time, and Resolution Time. Moreover, you can check the processing status of all the assigned chats to an operator (opened, snoozed, closed).Operator LeaderboardThe leaderboard is a calculated score of multiple operator-specific variables. The leaderboard score is based on how efficiently each operator handled all of their chats, such as first response time, one-stop closing rate, and resolution time. As the number of assigned chats goes up, the more that operator’s score has weight on the leaderboard.The leaderboard shows operators who have had at least one chat during the selected time period.Chat StatusYou can also parse the data into business hours, and also summary statistics such as average score and median score.The graph shows the number of new chats over the selected time period (horizontal axis) whereas the vertical axis shows the number of chats. Color represents the status of the chats.If all open chats are closed the day previous, and there are no new chats incoming, then the graph will show zero for your current day.You can monitor the trends and status of your chats, and you can make sure that no chats are left to fall between the cracks. (Learn more about chat status)

Analytics

What is a chat tag?To manage chats well, they need to be properly categorized. To help you do this, Channel Talk offers a powerful ‘Chat tags’ function. Manage your chats efficiently by attaching tags, and analyzing them to get ideas on how you can grow your business.How it differs from the ‘Category’ chat management tool?Even if a customer makes a variety of inquiries in a single chat, you can classify these questions by attaching multiple tags, known as ‘Multi tags’.You can set up sub-tags (depth) within a single tag to organize questions into a separate directoryHow to create a chat tagThere are three ways to create chat tags.Create a tag in OperationGo to [Operation] - [Chat tags] and click “Create a tag”.Create a tag in InboxIn [Inbox] - [Tags] click “Add tags” to create a tag.Create a tag in the user chatIn [Inbox] - [User Chat] - [Chat Info] - [Chat tags], add a tag, and click [Apply].Tag settingsInput / into the ‘Name’ field to create up to 3 sub-categories.For example: For inquiries regarding Exchanges, use the ‘Product Inquiry/Exchanges’ tag; and to classify Exchange inquiries as Size or Color-related complaints, use the ‘Product/Exchanges/Size’ and ‘Product/Exchanges/Color’ tags respectively.You can classify tags by color. Use the same colored to classify tags by functions and subjects.Add a description on the tag to let other team members know why you created the tags.Apply chat tagsDuring a chat with a customer, you may be talking about 2~3 different topics. Channel Talk helps you manage your chat by allowing you to add multiple tags to a single chat.You can set up a maximum of 8 tags for one chat.Apply chat tags manuallyOn the right panel of the User chat screen, click ‘Chat Tags’ under ‘Chat Info’ to apply tags. Tags can be applied to both ‘Opened’ and ‘Closed’ chats.Apply chat tags automaticallyHow to set up Chat Automation RulesYou can do this by going to [Operation] - [Chat Automation Rule] → click [Create a new rule]For example, when a customer requests an exchange, you can create a rule to automatically triggers and attaches a Product Inquiry/Exchanges tag to that specific inquiry.To find out more about Chat Automation Rules, click here.How to set up a Support Bot actionBy setting up a Support Bot, you can automatically tag customer inquiries that have made a specific request.For example, you can configure the Support Bot settings to automatically add a Refund/Return tag to a customer who has submitted an Exchange request.The Support Bot is a paid feature. Subscribe to the ‘Support bot add-on’ to have full access to this useful feature. For more information please refer to the Support Bot guide.How to use Chat TagsChat tags are applied to ‘Opened’ chats in real-time. This allows you to identify which inquiries are being most frequently made, which may assist you to understand which parts of your business need more attention.Chat tags can also help your business grow by pinpointing frequently asked questions and requests in ‘Closed’ chats. Analyzing these can help you understand what areas of your business need improvement.InboxHow to check your Inbox for tags in ‘Opened’ chatsIn your Inbox, you can check the number of ‘Opened’ chats currently in session. The number of ‘Opened’ chats are displayed next to the relevant tag and through this, you can identify the problems within your business at a glance.More information about tags appearing in Inbox:Tags in the left panel are automatically organized in alphabetical order.Tags are not case-sensitive.Only sub-tags are displayed in the chat history and at the top of the chat room.How to search for Chat TagsClick the &#34;Magnifying glass icon&#34; next to ‘Inbox’ or use the shortcut Ctrl+F to search for a chat.In the search filter, either select or enter ‘tag:’ to view and search for the set tags for the current channel.To learn more about searching tags, refer to Search chat history.If you search for multiple tags, it will bring up all the search results for each of those tags. For example, if you search tag: Payment and tag: Delivery, all chats with both tags attached will appear in your search results.AnalyticsHow to check Chat Tags in Chat AnalyticsThrough Chat Analytics, you can check the number of inquiries made with a specific tag and the frequency ratio of this tag to other inquiries. Closely looking at this data can help you identify problem areas within your business.Tags can be sorted by ‘Name’ and ‘Inflow’.Tags with sub-tags will have a [&gt;] button. Click to expand and view sub-tags.When you click on a tag name, chats with that tag will be automatically searched and retrieved.If you are not subscribed to the Operation add-on, please check it out!The chat tag feature is available when you subscribe to the Operation add-on.When you are subscribed to the Operation add-on:You can create and manage chat tags on the chat tag settings.You can check the attached chat tag in the menu on the left of the inbox and in the user chat list.Bulk action allows you to tag multiple user chats at once.You can search user chat by chat tags as one of the filtering options.When you are not subscribed to the Operation add-on:You can only create and apply the chat tag in individual user chatsIf you are subscribed to the Support Bot add-on, you can use [Support Bot Action → Add chat tag].The tag will not be visible in the bottom left of the inbox and in the chat list.FAQI deleted a tag but it keeps reappearing.If a Chat Automation Rule or Support Bot action is set to add a tag you want to delete, the tag will be recreated and added by the automation rule. To stop this from happening, you need to edit the tag actions within the automation rule first.How do I change the tag names as a bulk action?To change or delete multiple tags attached to chats using the search filter:Press Ctrl+F.Enter ‘tag:’ followed by the tag you wish to delete and press [Filter].Click on the check box to select all chats. Press [Actions] - [Edit Chat Tag] then disable by unchecking the tag (deleting) or change to a new tag by checking it (adding).What happens if I input more than 8 tags into an Automation Rule?Only the first 8 tags set will be applied.Sub-tags are deleted when I delete a Chat Tag.If you delete a Chat Tag, sub-tags will also be deleted.Deleting a tag (including sub-tags) does not delete the tag that was set in the original chat.