In this article, we share the most important information and highlights about using Tidio. Reading this article will help you maximize your project.
User interface principles
Receiving and responding to visitor messages is easy! This is what the widget looks like from your visitor’s perspective:
When a visitor presses Enter and sends you a message, you will receive a pop-up alert and a sound:
The new visitor will appear in the Undefined section in the sidebar of the Tidio dashboard:
They will also appear in the Customers section.
The customer section
In the Customers section, you can also see additional information about current visitors to your site, listed in the Currently Active tab:
Visitor’s name
Displays a randomly generated unique visitor ID (e.g., #2ftg9, #5mff3, or #lg0ku), email address, or real name. The email address will appear if you have enabled the customer survey beforehand (which you can find in Settings> Live chat> pre-chat survey) or if the visitor provided their email during the conversation.
Name of the operator handling the call
It will appear as a gray horizontal bar next to the visitor’s name, for example, @you). If you don’t see it there, no one is talking to the visitor at this time.
Entry time
Indicates how much time has passed since the visitor entered your site.
flag
Indicates the country from which the visitor is writing. This data is collected based on the visitor’s IP.
Browser icon
Represents the browser your visitor is currently using to contact you.
URL
A live view of the URL your visitor is currently on.
Now, how do you engage your visitor in a conversation? It’s very easy – click on the new conversation without a definition and click the Start Conversation button. This will take you to the conversation window:
Visitor information
You will see a location map and basic information about your visitor in the upper right corner of the conversation window. This section will display name/email/ID, the pages the visitor viewed, browser version, operating system, and IP address. If the pre-customer survey is enabled, any information collected from the survey will appear there (e.g., phone number).
You can respond to visitors by typing your message in the conversation window and pressing Enter on your keyboard. If you want to send a file or image during the conversation, click the paper clip icon or drag and drop the image into the conversation window. Your customers can do this from their side too!
To improve your messaging, try Tidio’s Response Assistant, designed to help customer service agents send high-quality, fast-revised responses to customers. Powered by AI technology, Response Assistant can create engaging responses from operator input.
From the bottom, you can see the Tidio chat widget in four appearance types – chat icon, flow message, start mode, and active chat.
Add new operators
As the person who created the Tidio account, you are the owner of the project – the first (and most important) operator. However, you can add more team members!
To add a new operator, go to the Settings section.> Team> Operators :
… and click the blue Add Operator button:
After clicking, a pop-up window will appear asking you to enter your new operator’s details. Once all the information is entered, a temporary password will be generated and sent to the new operator’s email address. Then, click the Add button to complete the process.
A confirmation email containing the operator password will be sent to the email address you entered. From that moment on, your operator can log in via www.tidio.com or the mobile/desktop app to access the dashboard.
Manage the calls
For a more detailed guide on chat conversations and chat management, see this article.
If you want to continue the conversation – click on the system notification or select a chat from the undefined list in the Active Chats panel. The operator who assigned himself to it is responsible for that chat. The next step is to simply read the visitor’s message, type your response and let the conversation proceed.
When a visitor sees that the chat is over, simply minimize the widget. When they open the chat widget again, the conversation will be visible to them where you left off. The chat will remain in the active chats panel for the operator until they remove their own setting from it. To remove the setting – click the Open button at the top of the chat window, next to the visitor’s name:
When there is more than one operator assigned to a conversation, you may see the Leave button instead. This button allows you to leave the chat when there are multiple operators assigned to the chat. Another operator can later mark the chat as resolved when the conversation is over and resolved.
Transfer to another operator
At any time, you can transfer the call to another operator if you need to step out for a moment or if your load is too heavy at the moment. To transfer a call, click the three-dot menu below the location map and select the Reassign option:
You also have the option to reassign a chat by selecting it from the drop-down list on the top bar.
And that’s it! The chat window next to the other operator will display the message that the chat has been transferred.
Finally, when you think the conversation is over, you can remove your setting from it by clicking the Leave or Resolve button located at the top of your panel.
All operators currently online will see the message and will be able to jump into the conversation immediately.
Communication channels
In Tidio, you can receive 4 types of messages in the conversations tab of the board. A regular chat message, a Facebook Messenger message, an Instagram message, or a WhatsApp message. They all appear differently, so you can identify them:
Chat message
Each chat message will always have an ID assigned based on the first letter/email of the username. When responding to a chat, you should always respond via ‘Chat Message.’ This should be automatically set to respond via chat if the visitor is on your site.
Messenger
Integrating a Facebook fan page with Tidio will make any messages sent to your Facebook page accessible in Tidio. These messages may display the sender’s profile picture instead of a letter or number and include a Messenger icon to show that they were sent from Messenger.
When your Instagram business account is connected to Tidio, messages sent to your Facebook Page will also appear on Tidio. These messages may display the sender’s profile picture instead of a letter or number and include an Instagram icon to indicate they came from Instagram.
When your WhatsApp number is linked to Tidio, your incoming messages from WhatsApp will also appear on Tidio. These messages may include the sender’s profile picture instead of a letter or number and will display a WhatsApp icon to indicate their origin.
Profile picture
You can upload the operator’s profile picture in the Settings section.> Account :
When you log in, you will see the option to upload a new photo, and change additional details for your profile:
Logging out of the Internet
When you feel like you’re done with your work for the day, you can change your status from “Online” to “Offline.” This will let your visitors know when they can expect a response from you. They can still send you a message along with their email address, which you can forward directly to your inbox. Here’s what the widget looks like:
Changing your status and exiting the board can be done from a dedicated menu. Click on your profile picture in the bottom left corner of your board (if you haven’t uploaded a picture yet, you’ll see a place picture). After clicking, you should see a screen like the one below, where you can change your status or exit the chat:
Email notifications when offline
If you would like to receive email notifications for any messages you have while you are online or offline, you can set this up under the Settings section.> Notifications . There is a 5-minute delay measured from the last message received. This is done to prevent all messages from being sent in separate emails. Instead, the system will collect all messages written in the chat and send them to you in just one email.
To set up email notifications when offline – make sure the box under the email column is checked for new messages. The New chat request box is automatically checked to ensure you receive both new chat request messages and messages from conversations you are already assigned to.
Hours of operation
Your online & offline hours. You can use the Active Hours option within the Tidio control panel. This way, notifications will automatically stop between the hours you choose. You will discover this option by entering the Settings section> Operating hours :
Chat page
You can find the Chat Page feature in the Settings section.> Live chat> Chat page on the left side of your Tidio dashboard.
Advanced features
Tidio has several advanced features that can upgrade your user experience:
- Chat automation: You can set up automatic responses to frequently asked questions so your visitors get instant answers.
- Data analytics: Tidio provides detailed analytics on your conversations, so you can better understand your customers’ needs.
- Integration with other tools: Tidio supports integration with tools like Zapier, so you can connect your chat with other apps.
- Multi-channel support: You can conduct conversations not only through your website, but also through Facebook, Instagram, and WhatsApp.
Chat automation
Chat automation allows you to set up automated responses to frequently asked questions. This can save you a lot of time and improve the customer experience. For example, if a customer asks about your business hours, you can set up an automated response that provides that information.
To set up automation, go to the Settings section.> Automation in your control panel.
Data Analytics
Data analysis is an important tool for understanding your customer behavior. Tidio provides detailed reports on your calls, including the number of calls, call duration, and the most common topics.
To access data analytics, go to the Reports section of your control panel.
Integration with other tools
Integration with other tools like Zapier lets you connect Tidio with other apps to streamline your work. For example, you can send messages from Tidio to Google Sheets or Mailchimp.
To set up an integration, go to the Integrations section in your control panel.
Multi-channel support
Multi-channel support allows you to have conversations not only through your website, but also through Facebook, Instagram, and WhatsApp. This allows you to be available to your customers on all the channels they are on.
To set up multi-channel support, go to the Settings section.> Channels in your control panel.
summary
Using Tidio can upgrade your customer experience and improve communication with your website visitors. With features like automation, data analytics, and multi-channel support, Tidio offers a comprehensive solution for any business.
If you have any further questions or want to learn more about Tidio, don’t hesitate to contact Tidio support or check out the helpful articles on their website.