Customize Invites, Welcome & Lightning Messages
Invites are pre-made messages that you can use quickly when engaging a visitor proactively.
Default Welcome Message is presented as the first message at the beginning of every engagement.
Lightning Messages are used any time you're engaged with a visitor for increased efficiency.
Intro to Invites
Invites are used when an operator proactively reaches out a visitor, as opposed to Lightning Messages, which are used during an engagement.
The Invite appears in the invitation sent to a visitor.
Select an Invite Before Sending to Visitor:
After observing a visitor and clicking "Call" to send a proactive invite, select a pre-made invite message or enter a new message into the text field.
Incoming Call Message on Visitor Side:
Here's what the proactive invite looks like for a visitor.
Intro to Default Welcome Message
Default Welcome message is static for every engagement that occurs on the site: it should be kept general and include any desired disclaimers (e.g. “Welcome to XYZ’s communication platform. In an effort to protect your privacy, we ask that you not type sensitive information into this chat window."). Welcome message can be configured in Advanced Admin, under General tab and when you edit a queue settings under OmniQ tab.
Default Welcome Message settings under Settings > General tab:
Default Welcome Message which is set up under OmniQ tab will apply only to that specific queue and overrule the Settings > General tab Default Welcome Message:
This is how the Welcome Message looks like on the visitor side.
Intro to Lightning Messages
Lightning Messages are pre-saved messages that you can quickly use while chatting with visitors.
They are a great way to start off a conversation, store responses to FAQs, and introduce upgrades like CoBrowsing or Audio/Video.
As you start typing, your Lightning Messages will auto-fill for increased efficiency.
Customize Your Invites & Lightning Messages
Your Glia account comes pre-filled with several default Invites & Lightning Messages. Be sure to personalize them and replace any ellipses [...] in the defaults.
The same process applies for adding, editing, and removing Invites & Lightning Messages.
- To Add: click the (+) sign, enter your messages, and click "Save".
- To Edit: double click an existing message, make your modifications, and click "Save".
- To Delete: click to select a message, then click the (-) sign. Click to confirm.
Currently, Lightning Messages are managed on the operator level (every operator has his/her own messages).
We've heard from operators that it would be helpful to categorize messages into folders and share them with other team members, so we're building out functionality to support those needs. Stay tuned for updates!
In the meantime, take advantage of the auto-complete feature for improved efficiency!