Embedded Files
Chat conversation is one of the channels how Inspiring Vacations customers communicate with us. This function enables website users to easily contact our support line. Manila Customer Service Team and Melbourne Sales Team have access to the chat inbox.
CHAT INBOX
The Chat Inbox can be located in HubSpot under the CRM Tab.
By clicking Inbox, you will be directed to the main Inbox page.
On the left hand side of the page, there will be several tabs.
As a CS agent, the two important tabs to look out for will be the Chat and Bot Tab.
Chat Tab - This is where the live chat conversation goes to
Bot Tab - This section is where the customer communicates with the Bot function and will only be directed to a live agent after they provide a valid email address. After the customer provides a valid email address, the conversation will then be moved to the Chat tab.
CHAT PROCESS FLOW
CUSTOMER INITIATES A CHAT
✔ A chat widget appears on the website for customer inquiries.
✔ Customers can select topics like Bookings, Payments, Promotions, and Tour Info.
✔ A chatbot may assist with common queries before transferring to a live agent.
CHAT BOT OR LIVE AGENT RESPONSE
✔ Chatbot Response (Automated FAQs):
Provides answers to frequently asked questions.
Suggests relevant articles or directs users to self-service pages.
Collects customer details if escalation is needed.
✔ Live Agent Support:
If the chatbot cannot resolve the issue, a customer service representative joins the chat.
The agent reviews the query and provides real-time assistance.
RESOLVING THE QUERY
✔ Instant Resolution: If the issue is simple, the agent provides an answer immediately.
✔ Ticket Creation: For complex issues (e.g., refunds, booking changes), the agent creates a support ticket in HubSpot CRM for follow-up.
✔ Escalation: If required, the inquiry is escalated to a supervisor or relevant department (e.g., Payments, Operations).
CS AVAILABILITY
A CS agent must ensure that he/she is available to take a chat conversation while on shift.
To do so, she must click on the You're away the top left hand corner of the Inbox page.
At the end of every shift, the CS agent should also ensure that the availability status is changed back to You're away.
HUBSPOT NOTIFICATION SETTING
update as of 25/06/25
With the recent changes in Chat Assistance, please make sure your HubSpot notification setting for chat is ticked.
This way, you’ll be notified if a chat gets assigned to you.
Just a quick SOP reminder:
If you’re on a call, your HubSpot status should be set to Away—and vice versa when you're available.
Keywords: chat process, live chat, customer chat, chat handling steps
Page updated
Google Sites
Report abuse