The state will show the status of the LIVE CHAT the customer request is in. 

1. If it shows IN QUEUE that means the customer is in a queue waiting to be assisted.
2. If it shows WAITING that means the customer is waiting for a reply or waiting to be transferred.
3. If it shows CHATTING that means the customer is chatting with a staff member.
4. If it shows CLOSED that means the customer has closed the chat from their end or the chat has closed unexpectedly from the customers end.  You can still connect with the customer by clicking on their name, if the chat closed unexpectedly.
5. If it shows LOADING that means the chat system is loading the chat for the customer or for the staff.  This could be because of a poor connection from the customer side or the server is busy.  If you say this state, please be wait for the chat to load.
6. If it shows LEFT that means the customer has left the chat.  This is different to the state status of CLOSED.
7. If it shows INVITED that means a staff member has invited the customer to chat with them.  Make sure you don't accidentally chat with a customer who has already been invited by another staff member, unless that staff member is not able to chat with the customer.  If you see that customer has a state status INVITED and they have not answered, speak with the staff member and see if the staff member wants you to take over.

 

OTHER THINGS SHOULD KNOW REGARDING ICONIC's LIVE CHAT FEATURE FUNCTION:

1) Live Chat - New Customer on LIVE CHAT notification.  What is it and how to use it?

 

2) Live Chat - CUSTOMER ENQUIRY REQUEST on LIVE CHAT notification.  What is it and how to use it?

 

3) Live Chat - CUSTOMER LEFT MESSAGE on LIVE CHAT notification.  What is it and how to use it?