Managing Chat

Overview

The Chat feature enables real-time customer interaction across your digital presence. When enabled, the chat functionality appears on your pages, MySite, and shared content, allowing representatives to engage with visitors directly.

Accessing Chat Management

1. Log in to the Fluid Admin portal
2. In the navigation sidebar, select Marketing
3. Select "Chat" from the submenu

Chat Configuration

Basic Settings

• Show Chat Bubble: Enable/disable the chat widget
• Show Company Logo: Display company logo when rep hasn't uploaded an avatar
• Chat Preview Message: Customize initial message visitors see
• Preview Window: View real-time changes on the right

Customer Message Form

When a customer clicks the chat bubble on one of your pages, they'll see a simple contact form with the following fields:

• Name: Customer's full name
• Phone: Contact phone number
• Message: Space for customer's inquiry or message

These messages are delivered directly to the representative and can be managed through the Messaging section of the admin portal.

Best Practices & Monitoring

• Configuration

  • Test chat appearance on multiple devices using the preview window
  • Only one chat configuration can be active at a time
  • Always save changes using the Update button

• Message Management

  • Keep welcome messages brief and friendly
  • Update automated messages periodically
  • Monitor response times
  • Review chat transcripts regularly

• Performance Metrics

  • Track conversation counts
  • Monitor customer satisfaction
  • Measure conversion rates
  • Analyze engagement patterns