INTRODUCTION TO TAWK.TO

Info:  There has been an update to Tawk, which has changed the "dashboard" around a bit.  It looks like the icons have moved to the top (from the side) and your name/profile is at the bottom left.  

 IF you can't see the other people who are online working TAWK with you (AMV Support)  Do this.  (below)

https://gyazo.com/04c496d5bdf197f3837c82fda44369f5

To answer a call is the same, however, 'whisper' is different.  It is in a drop-down below the reply under the conversation. 

https://gyazo.com/cb65e4e033219716a3464f02144a152b

------------OLD INSTRUCTIONS--------- BELOW STILL VALID with the exception of the icons have moved, this will be updated soon.

Gyazo 1. Top left house picture is "history".. You can read calls to find out what questions were asked and how they were handled.

https://gyazo.com/9f1baf7dfb8a58dec2ff624ab548f0a1

Gyazo 2. The *heartbeat* symbol lists the people who are logging onto the AMV site. (ignore this place - do not make contact at this point. An automatic message comes up that states we are here to help. WAIT for the member to contact us, do not ask to help someone before you are asked, doing so will clutter up the history creating incorrect stats and unnecessary calls.

https://gyazo.com/b8c5f575d483614b6257afecd6b74bd5

Gyazo 3. Chat bubble symbol: Clicking this brings you to the page which shows current active chats. When a customer needs help, their name (or a number) will appear to the right of this Active Chat area. Click on their name and press the JOIN button at the bottom of the page to communicate with the customer. (There are no current customers in this example)

https://gyazo.com/b58a2cf1a223f7f5f6663ca2ba742753

Gyazo 4. Book Icon - knowledge base. Read through these. You can copy the info and paste it to the chat for some folks with questions about joining and logging in. If you copy and paste be sure to disregard the question; "save changes" when you return to the chat.

https://gyazo.com/4703ea56434b600881ae4a3f7b71a0f7

Gyazo 5. Drop down from your icon/avatar pic. Your online status can be changed. Desktop Notifications need to be on. Set the tones and the volume under "Manage sounds and notifications".

https://gyazo.com/b886eda7ec1474eefce3c8ce67343243

Gyazo 6. Example of what my sound and notification settings look like.

https://gyazo.com/c1f88dee4400b2c7c7b1b01260ff50aa

Gyazo 7: The chat you see here is generated by the customer from the main Alternate Metaverse website (https://alternatemetaverse.com/main/index.php). In the lower right corner of the main AMV website page is the "We Are Here" Help window. When a customer activates this window they will then be connected to the TAWK TO Support site where YOU as a mentor can assist them.

https://gyazo.com/f1cb8ee82459c792b7cc3121d8906e98

Gyazo 8: This is what it looks like when someone needs help.

https://gyazo.com/4243db80cbe89fb2516ecf369f9c5f7b

Gyazo 9. First, click on the pink box which has the customer's name or number in it and it populates with your name. Next, touch the JOIN button at the bottom of the page to communicate with the customer. You have now joined the conversation and are *live* with the customer.

https://gyazo.com/dd16c44d360879fb3402fb3784ed077c

Gyazo 9 A. Where the box was *pink* which means unanswered, it's now black and you see the agent's name attached to the call.

https://gyazo.com/ae6cda5dea8b73d98232bc7c368b03ee

Gyazo 10. A co-worker may assist you using the whisper function (the customer cannot see the whispered remarks).

https://gyazo.com/c75eb325bd496eb458ba08db6f1528fe

da 9/12/22

oe 10/8/20