As many of you would have realised by now, you can choose to receive notifications of incoming visitors or chat requests on your IM when you’re away from the dashboard.

Recently we have also added a new feature that allows you to reply to incoming chat messages directly from your own IM Client. Yes, this means if you only have a few customers to attend to, you won’t have to stay logged in to our Zopim Dashboard!

Unlike other chat solutions, we don’t believe you need to stay logged in to our application all the time. As wenxiang mentioned in an earlier blog post, our philosophy is simple: To allow you to attend to your customers in the most convenient way possible.

For heavy users, we will still recommend the dashboard as it allows you to handle multiple conversations easily and gives you access to much more information about your visitors (eg. search terms, referring url, past chat histories, etc..) You should still log in daily to check out the messages your customers left you while you were offline.

Currently Zopim supports MSN, Gtalk, Yahoo and AIM.

Who should use this?

  • Users with light traffic and an occasional chat request once in a while
  • Users who want to remain available for live support during off-peak hours

The ‘Reply via IM’ feature is convenient for users with only one or two concurrent chats at any one time. It starts becoming messy when you have more than 3 concurrent chats.

Why use this?

If you’re logged in to their IM all day, using IM to reply to chats is like a ‘Why not?’.

We also understand that there is a bit of context switch whenever you switch to the dashboard to handle an incoming chat request. Replying via IM means less context switching for you, especially if you’re multi-tasking.

Why clutter your browser tabs with another application if there’s only a few intermittent chat request once in a while.


To set your IM for notifications and chat replies, go to ‘Settings’ > ‘Instant Messaging Settings’.

Follow the step-by-step instructions to set your IM preferences and add Zopim Chatbots to your IM Clients. To ensure this feature works well, please ensure the following:

  1. You must be logged in to your IM Client before enabling this feature.
  2. You must be able to see the Zopim Chatbots on your buddy list.
  3. The Zopim Chatbots must be online.

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Qing-Ru Lim

VP Customer Experience and Cofounder at Zopim
Qing Ru leads the customer experience team at Zopim. A natural at social hacks, she careens towards customer engagement and market understanding, and never fails to provide a positive image for Zopim.

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