Agent commands
Typing Olark commands in a chat window gives your agents quick access to the most useful tools for creating leads, transferring chats and helping customers.
To use an Olark Command, just type in the command you wish to use into your chat box, and our system will automatically detect it and do what you want it to do. Don't worry - the visitor you're talking to won't see anything.
These commands can be used in the chat console. They should also work in third party XMPP clients - give them a try!
Agent shortcuts do not work in third party clients.
Full list of agent commands
- !help
- !tag
- !transfer
- !unfollow
- !push
- !block
- !develop
- !name
- !phone
- !transcript
- !case
- !lead
- !end
- !send
- !feedback
- !trigger
- !note
- ![integration-name]
!help
Displays a list of common commands for the agent. Specifically, the next 5 commands on this list.
!tag
Add tags to your conversation. You can use tags to label conversations with keywords or to help find groups of conversations more easily in the future. Tags appear as labels on transcripts and can be configured to appear as labels in your CRM too.
Here at Olark, we're partial to using !tag
followup to make sure that we don't drop the ball when a customer needs post-chat followup from us.
For example:
!tag followup
You can even add multiple tags per !tag
command:
!tag followup sales getting_started
_Protip: spaces separate tags. In the example above, transcript would be tagged "followup," "sales," and "getting_started." You can use underscores or dashes if you need a multiple word tag ("gettingstarted," for example.)
!transfer
Transfers a conversation to another agent. If you want another agent to handle a conversation, type !transfer
into the chatbox. You can optionally add a message to the other agents. All the other agents will be notified in their chat clients, just like any new chat.
For example:
!transfer
Joe, can you take this?
Once a chat is accepted by another agent, you will be notified, and the chat icon will switch from green to red. Using Groups? Not to worry! Transferring a chat opens it up to all available agents.
!unfollow
Stop receiving page-change notifications for the visitor. Once you use this command, you can't turn page following back on for that chat.
!push
Send a visitor to a different website URL, without them needing to click a link. If you send them to another page within your website where Olark is installed, your conversation will continue automatically once the new page loads. If you send them to a page or website that is not associated with your Olark account, the chatbox will not be able to load on that page.
Be careful with this one - you don't want to interrupt anything your visitor might be doing! We recommend warning them before sending them to a different page.
For example:
!push
olark.com/pricing
!block
Ignore all messages from a user. Sometimes people are jerks, and it's best to just ignore them. With Olark's !block
command, you can do so really easily. Just type !block
into your chatbox and you won't receive any more messages from that person for 24 hours.
!develop
Great for testing out your Olark settings. The visitor will see the results of this command. This allows for some built-in developer tools to show up on the visitor's side of the chat.
It lets you:
- pretend to be a brand new visitor
- pretend this is a new visit to the site
- pretend to change pages
Check out our !develop guide for more tips!
!name
Use this command to remember the name of your visitors. The next time they come to your site, you have their name ready to go. This means you can offer a much more personal experience for your visitors.
For example:
!name
Olark Joe
Works just like the !name
command, but for the visitor's email. You'll see this information during a chat and it will be visible in the chat transcript as well. The !name
, !email
, and !phone
commands may not transfer into your CRM if the visitor has an existing name/email assigned to them and you try to override their existing one.
For example:
!email
support@olark.com
!phone
Works just like the !name
command, but for the visitor's phone number.
For example:
!phone
01234567890
!transcript
Returns a link for the chat transcript. Link is viewable by all agents on the account, from their account dashboard.
!case
Pushes the transcript for your chat to all of your connected integrations and provides direct links to them. This command must be typed while the chat is still active for it to work properly. For Salesforce users, this command sends individual transcripts into Salesforce as a case.
!lead
For Salesforce users, this command sends individual transcripts into Salesforce as a lead and provides a direct link to the lead. This command must be typed while the chat is still active for it to work properly. For other integrations, this command does the same thing as the !case
command.
!end
Sends the visitor a pre-defined message that the chat has ended. If you are using the limit chats per agent feature, it will also free up a chat slot.
You can read more on how this works in our article Ending chat conversations
!send
The !send
command allows you to forward a chat transcript via email during a chat conversation with a visitor. In your chat conversation, type one of the following and hit return:
!send
- emails the transcript to the visitor's email (if available)!send test@olark.com
- emails the transcript to test@olark.com!send test@olark.com, another.test@olark.com
- emails the transcript to both email addresses
For a more detailed explanation with notes, read the full help article on using the !send command.
!feedback
The !feedback
command allows you to send a Chat Rating to the visitor at anytime during your conversation.
For a more detailed explanation, read the Chat Ratings help guide.
!trigger
For users that have multiple integrations enabled, using the !trigger
command allows them to see a list of enabled integrations.
!note
The !note
command allows you to quickly add comments to a conversation. All notes are hidden from visitors. Notes appear inline in the conversation as well as under the Activity tab on the right hand side of the agent chat console. All notes are saved on the transcripts page.
For a more detailed explanation, read the full help article on using the !note command.
individual integration triggers
For users that have multiple integrations enabled, using the ![integration-name]
command allows them to trigger a specific integration. For example issuing !mailchimp
during a chat, will only trigger the MailChimp integration, if enabled.