New: chat buttons, personal links and quote requests are live

Help visitors who want a person

Chats → Wants a person: find the visitors who asked to talk to someone on your team, see why they asked, and reply. Post each request to Slack through Zapier.

When a visitor asks to talk to a person, your agent records the request with their reason, tells them it’s recorded for your team, and asks for their email if it doesn’t have one. It does the same when someone says it isn’t helping, or asks about their own account, billing, or a legal or tax question it shouldn’t answer. Those chats wait for you in Chats → Wants a person.

Chats with the Wants a person view: the chats where visitors asked for someone on the team, with the open chat and the visitor’s details.

  1. Open the requests

    In Chats, switch the view at the top of the list to Wants a person. The newest request is first. Home’s Needs your attention shows how many visitors asked this week, with Open.

    Needs your attention on Home with 6 visitors asked to talk to someone this week and the Open button highlighted.

  2. See why they asked

    Select a chat. The line Asked for a person in the conversation gives their reason and when they asked. Whatever else came of the chat, such as an email or a form they sent, shows in the lines around it.

    A conversation where the visitor asked about compliance, with the line Asked for a person, Please clarify the business’s compliance requirements, highlighted.

  3. Reply

    If they left an email, select Email (1) on the right to reply from your own email app, or Copy (2) to paste the chat into a note for a colleague.

    The top of the visitor’s details with Email marked 1 and Copy marked 2.

Get told the moment someone asks

Darwin doesn’t send an email for each request. To get one in Slack as it happens, use Zapier’s Visitor Asked for a Person trigger: see Post requests for a person to Slack.

Good to know

  • Your agent doesn’t promise visitors a follow-up or a reply time, so reply when you can.
  • Opening a chat doesn’t join the visitor’s conversation.
  • The Chats report counts these requests as Asked for a person. See Chats report.

Help topics

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