📘 BW Chat Guide (Formilla)
Purpose
This guide explains how to use Formilla Chat while on floor duty so we can respond to website visitors promptly and provide a strong first point of contact.
When This Applies
All team members assigned to floor duty are expected to be logged into Formilla and available to monitor incoming website chats during their scheduled shift.
Step 1: Log In to Formilla
Please log in to Formilla using the link below:
Login URL:
https://www.formilla.com/dashboard.aspx
Username:
[email protected]
Password:
DJ2018!
Once logged in, you will see the Formilla dashboard. (Make sure you are ONLINE)
Step 2: Monitor Incoming Chats
On the left-hand side of the dashboard, you will find the active client chat sessions.
This is where new visitor conversations will appear. Please monitor this area closely during your floor time so you can respond promptly when a new message comes in.
A quick response helps create a better experience for the visitor and increases the chances of converting the conversation into a lead.
Step 3: Proactively Reach Out to Visitors
In addition to responding to incoming chats, we encourage you to send chat requests manually to website visitors whenever appropriate.
This allows you to start the conversation first and offer help before the visitor sends a message.
Use good judgment when reaching out. The goal is to be helpful, welcoming, and available.
Step 4: Personalize Your Message
Before sending a chat request, you can customize the message.
Keep your message friendly, professional, and easy to respond to.
You do not need to overcomplicate the first message. A short and helpful greeting is usually best.
Step 5: Continue the Conversation in the Dashboard
Once the visitor replies, the conversation will continue directly inside the Formilla chat dashboard.
From there, you can respond in real time, answer questions, and gather the information needed to assist the client properly.
Make sure your responses remain professional, helpful, and aligned with our lead-handling standards.
Lead Handling Reminder
If the visitor becomes a lead, follow the appropriate procedures outlined in these resources to ensure the lead is handled correctly.
