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In order for an UltraCart user to access Conversations they must have the Conversations → Manage SMS/Web Chat permission.
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Launching Conversations
To Launch Conversations click Click on the high level menu options shown below to launch conversations.
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Understanding the Navigation
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Webchat
SMS
Archives
Settings
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Settings
The settings area is Settings are broken down into four areas. Click on the links below to learn more about each of these configuration areas.
Webchat
The webchat interface is broken down into screen contains three different groupings:
My Conversations - Active conversations customers you are actively talking toare having with you
Active - Active conversations customers that are having with other agents are actively talking to
Available - customers that are waiting in the queue for an agent to talk with them
In the upper The top right hand corner of the webchat interface is your status. This will default to whatever you have configured on your My Profile, but can be changed by you at any time. The options are Available, Busy or Unavailable. Chat will only appear on the StoreFront if there is at least one agent that is not Unavailable.
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When a customer join’s joins the webchat queue they will appear in the Available section as shown below.
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Once the conversation is started the entry will appear in the My Conversations area. The middle section of the user interface screen is the active conversation where you carry on the conversation. The right handle pane provides session context. The context will update as the user browses the site or changes their cart contents.
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The SMS section of Conversations is very similar to webchat. The one main big difference is that there is no session context right hand pane. Joining or leaving an SMS conversation is strictly done to keep track of which UltraCart user is currently interacting with the SMS customer.
Archives
Conversations automatically update Active conversations will also display in the archive Archives section after two minutes after their last activityof inactivity or after marked complete. A conversation will remain open even though it is visible and searchable in the archives. Conversations are only closed when both the customer and agent leave the chat. This will make the conversation searchable. This means archives may contain both active and inactive conversations. When you click on the Archives tab it will show you an infinite scroll list of the conversations.
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Q) What is the pricing for Conversations?
A) Right now it is Conversations are free during the beta period. Once it has been thoroughly tested, the pricing for Conversations should be substantially less than comparable external chat applications when a certain number of free agents included at various UltraCart service plans.
Q) What happens if I have multiple UltraCart accounts linked?
A) The Conversations system actually operates at the parent account level. It does not matter which account you are logged into when launching Conversations as you . You will have a unified experience across all the accounts that are linked.
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A) Conversations has the ability to leverage the StoreFront Visual Builder runtime and the fact that UltraCart is rendering the StoreFront page to make webchat available when appropriate without requiring additional HTTP calls and using uses a runtime that only adds about 10KB ~10KB of compressed content. Other populate chat programs make up to 10 additional HTTP calls on every page load and require JS runtimes in the 300-750KB payload range.
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