Okay.
Welcome back to part two of setting up live chat.
And of course, at the end of the last lecture, I left you looking at this page, which is the dashboard.
Now, in a moment we're actually going to start creating your first live chat.
But before we do, you will remember that I've emphasized a couple of times that we want to make use
of video completely for free, but you might also have noticed something like this up in the top right
hand corner where it says, I've got seven days left in my full featured trial and then prompting me
for an upgrade.
Now we don't want to use the full featured trial because we only need the free version.
So to ensure that we're using the free forever version, come over here to AC usage and plan.
Click on the little arrow and towards the bottom.
You should see something like this.
To downgrade your account to the free version, click here.
I click on click here and then I click on downgrade.
And now we can use video for free forever.
And so first up what I want you to do is to come all the way down to the bottom left hand corner here
where you see settings.
Click on settings.
And then in this long menu here click on installation where you can see this.
The widget is currently not visible to your customers.
Follow the steps below to enable live chat for your visitors.
So step one we need to go to the Shopify Theme Editor.
And it's made it really easy because all we need to do is to click on this little button where it opens
up the theme editor.
You see video chat here, and just make sure that this little slider is on the right hand side.
And then come over here and click on save.
And then go back to video, where now all we have to do is to actually go to our website to make sure
that we can see live chat set up.
So clicking on go to your website, it opens up my store and I draw your attention down here to the
bottom right hand corner because you can now see chat with us.
And that means you've now set up live chat on your store completely for free forever.
And when I click on this, it opens up the message box.
So I hope you would agree that that is super cool.
So now what I'd like to do is to show you what it's actually going to be like to chat with a visitor
to your store.
And so in the message box here, I'm going to write this.
Hi, I love your products.
Which leash would you recommend.
And then click on send.
And then by default it's going to ask me for my email address.
And we'll get into this in a little bit more detail in a future lecture, because video is also a fantastic
way of collecting emails.
But for the moment, I'm simply going to enter my address, which is Tim at E-commerce mindset.com and
then click on send.
So now the message has been sent, which means we now want to know two things.
First thing where did that message go.
And secondly how can we reply.
So first off where did it go.
Well let's go back to the video.
And you might have actually heard a little notification bell there.
But nevertheless what I want to draw your attention to is this part over here, the inbox.
And you can see that there's a little one.
And if I click on this it opens up this menu where we have live conversations, which of course is what
we're doing right now.
And at the moment there is one unassigned live conversation.
So let's click on this.
And here is the conversation itself from Tim at E-commerce mindset.com.
And it says, hi I love your products.
Which leash would you recommend.
So that's where the message went.
But how do we reply to it.
Well of course we click on Join Conversation.
And now I can simply type a message to respond.
Where I'm going to write our jog with your dog leash is a best seller, but what sort of dog do you
have?
And then click on reply and then going back to the site as if I were the visitor.
Of course, I've now received the message where I'm going to respond by writing I have a Labrador clicking
on send, going back to the video and here is the response.
And with that, I'm sure you can see how simple and straightforward it is to offer live chat to all
of your visitors and massively improve your customer service.
So now that we've got live chat set up, the next thing we want to make sure is that when somebody does
send us a message that we are properly notified.
After all, we're not going to be spending all day sitting in front of this screen waiting for customers
to send us messages.
So how can we make sure that we are properly notified?
Well, the first way is with a gentle notification bell, which of course you've heard now and again
while I've been going through this lecture.
And those little sounds are referred to by Titiyo as web notifications and to control web notifications,
come down to the settings and then to notifications.
And here you can see that for a new message, I could be notified by email, which I'll come back to
in a moment, but also by a web notification.
And that I also have a selection of sounds.
But right now it's a dong.
So all of that is great as long as we are in front of our computers.
But of course there are going to be periods of time when you're offline, for example, when you're
asleep.
And don't forget your store is open 24.
Seven across the world, and that means that people could be sending you chat messages at any point
in time.
So how can we manage that?
Well, that's where email comes in and I draw your attention to this down the bottom here where you
see forward email notifications and it says to receive email notifications to a private email, add
it below.
You will be notified every time someone sends a chat message when all operators are offline.
And so to make that happen, what I need to do is to enable this and then put in the email, which of
course is going to be info at best bargains.com.
So now when I'm offline, when I'm asleep and somebody sends me a chat message, it will go straight
to my email.
And then when I wake up in the morning, I'll be able to check my email and respond to the chat message
that was sent.
Now, it might not just be when you're asleep.
You might also decide that you're going to take the weekends off, for example, or maybe sometime during
the week, in which case you can control all of this via the operating hours.
And if I click on operating hours and enable them by sliding over this little slider thing where you
can see that by default, live chat is available from 7:30 a.m. to 5:15 p.m. throughout the week, except
for the weekend where I'm going to be offline.
Now, of course, you can very easily change this, for example by simply sliding this little bar around
to change the times.
Now, of course, it's entirely up to you how you want to set this up, but the point is that between
the web notifications and email, you can be sure that you're not going to miss any of the chat messages
that you are sent.
And then, just for completeness, because you might be wondering, well, if I am offline, what are
my visitors going to see?
Well, you can control that by coming up here to appearance and then scrolling down to Widget Visibility.
Open up widget visibility.
And here is the offline message, which of course you can edit.
But at the moment it says we're currently unavailable.
We'll get back to you when one of our operators is able to respond.
Please provide your email address so that we can get in touch with you.
And then over here on the right hand side, you can actually see how that looks in action.
So really congratulations.
If you've now set up live chat on your store.
And just to say, because I've no doubt you've noticed there's an awful lot of functionality to video
and we are going to be using more of it later on in the course, because I'm going to be showing you
how we can also use video to convert our visitors into actual sales.
But right now, I just wanted to keep you focused by only showing you the parts that you need to set
up.
Live chat, which I hope you would agree is a really fantastic addition to your store.