Chatlio Quick Start

We recommend you bookmark this page for easy reference or add the link to “channel purpose” in Slack.

Have a question?

If you have any questions at all, please do not hesitate to contact us using the Chatlio chat widget below. We are happy to help.

Setup and installation

Before starting to use Chatlio, make sure you have already setup and installed Chatlio.

Update Slack notification preferences for Chatlio

After you setup Chatlio, we recommend you turn on notifications for the Chatlio connected support channel.

Chatlio Slack notifications

If desired, you can also set mobile notifications for Slack to be sent as soon as possible. Go to https://slack.com/account/notifications > “customize your notification settings”, select “Send push notifications as quickly as possible when I’m not active on the desktop”.

Additionally, you can turn on alerts so that Chatlio notifies you every 30 seconds for 5 minutes if no one has answered a visitor. From Slack issue the Chatlio command /chatlio response-reminders.

Basic overview/usage

Chatlio is a way for organizations to talk directly with their customers, users, potential customers, etc, on their website(s) directly from Slack. Once you have the widget installed on your website, there are two modes that the widget operates in, “Online” or “Offline”.

Online mode Offline mode
Chatlio widget online mode Chatlio widget offline mode


Online mode

The Chatlio widget is “online” when one or more Slack users in the Chatlio channel have a Slack status of “active”. When online, visitors (people viewing your website with Chatlio) can open the Chatlio chat widget and ask questions. When a new visitor asks their first question, Chatlio sends a message to the main Chatlio channel in Slack with information about the vistor and a link to a dedicated Slack channel. Eg.

To respond back to the visitor, a Slack operator simply joins the newly created channel and starts sending messages. All messages entered in the dedicated channel go directly back to the visitor. Slack operators can invite other Slack users to the channel, use emoji’s, send files/links, etc. to visitors just like any normal Slack conversation.

In addition, you can request screenshots from your users, or send chat transcripts via email or webhook.

There are many other Chatlio commands you can learn more about below.

Ending a conversation

A conversation can be ended directly from Slack by issuing the /chatlio end or simply by typing /leave command in the dedicated conversation channel. If configured in Chatlio dashboard, this will email the chat transcript and/or post the transcript to a webhook of your choosing. Ending the conversation archives the channel in Slack, removing it immediately from the Slack sidebar.

If the operator does not end the conversation, Chatlio will automatically archive the channel after 12 hours.

If the visitor returns later to chat, Chatlio un-archives the channel with all the previous chat history available for viewing.

Conversation Ratings

If “Chat end” is enabled in the Chatlio dashboard then after a conversation has been ended the visitor will be presented with a feedback form allowing for the chat to be rated & and will enable the user to submit a transcript of the conversation to themselves. This feedback will be posted directly to the #live-chat channel and available to view from the Reports Dashboard

Feedback form Submit Feedback/Transcript
Chatlio widget online mode Chatlio widget offline mode

Offline mode

Chatlio switches to offline mode for one of the following reasons.

  • There is no Slack user who is “active” in the Chatlio connected Slack Channel. Chatlio will check status approximately every 30 seconds.
  • You manually turn off Chatlio by issuing the /chatlio off command in Slack. Type /chatlio on to turn Chatlio back in to automatic status mode.
  • You set a set the operating hours you wish to have Chatlio on in Chatlio Dashboard.

When Chatlio is in offline mode you can choose whether to show an email form or hide the widget altogether. Go to Chatlio Dashboard behavior section to configure to configure.

Chatlio offline form

Chatlio commands for operators

There are several Chatlio commands available in Slack for operators to control Chatlio. You can consult the full list of commands here or by issuing /chatlio help in Slack but here are some useful examples:

  • Most importantly, type /chatlio help to see a full list of the most current commands
  • /chatlio end for ending the current conversation
  • /chatlio email <email address> to email the current chat transcript
  • /chatlio request-screenshot to request a screenshot of visitor screen
  • /chatlio on and /chatlio off to manually turn on/off Chatlio

Customize

Customizing Chatlio Appearance

To modify the look and feel of Chatlio, follow our guide here.

If you need to configure multiple language support with Chatlio, check out configure() configure() in our JS API.

Customizing Chatlio Behavior

To modify the behavior of Chatlio, follow our guide here. Examples of behavior that can be changed:

  • Whether to show Slack name/avatar to visitors or not
  • Where to send transcripts
  • On/Offline state
  • Ask visitors to enter email/name prior to chatting
  • What pages to show Chatlio

API

Using the Chatlio API

We offer a full featured javascript API to give you the ultimate control over your Chatlio widget. It allows you to open/close widget programatically, send in your own visitor/customer data, eg. email, name, dynamicaly set text for multi language support, etc. And much, much more.

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