Chat Opportunity Communication & Qualification
DirectChat makes it easy to connect with potential customers in real time, whether they’re chatting from your website or texting from their mobile device. Here’s how to manage those opportunities and provide a fast, professional response.
Where to View DirectChat Opportunities
You can view DirectChat opportunities in two places:
The Conversations Menu
The Customer Deal Card
Conversations Menu
DirectChat opportunities are marked by a yellow chat icon.
Click on the "Chat" button on the lefthand menu to view only Chat opportunities
If the customer is still live on your website, a green indicator dot will appear in the upper-left corner of the chat icon.
This is your opportunity to engage while they’re still active on your site.
To reply to the selected chat type your message using the chat tab in the dialogue box at the bottom of the center column.
You will see a preview of what the customer is typing in the center column. It is a best practice to not reply until the customer sends the message to the end user.
Customers on the dealership website will see when an end user is typing a reply but will not see a preview of the message.
Customer Card
Open the customer’s deal
Use the Chat option under the Activity Tab
Or go to the Conversations tab and use the chat option at the bottom of the screen
All messages are tracked automatically in their deal card.
Qualifying the Chat Opportunity
Qualifying a chat opportunity will start a new deal with source type Chat and source description Ignitify Chat.
Once you have collected the customer’s name and contact information you can create a new deal using the Qualify Customer box on the right in the Conversations Menu or on the left Customer Contact Card from the Customer Deal Card. To simply add customer contact information to the chat without starting a new deal uncheck the Start New Deal box before clicking the Qualify button.
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Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!