đź’¬ Using Chat on Keen
Chat on Keen is a real-time instant messaging system that lets you connect with customers quickly and privately. Once a chat session begins, both you and the customer can exchange messages instantly, just like other live chat platforms.
đź”” Receiving Chat Requests
When a customer initiates a chat with you:
You’ll receive a real-time on-screen alert with an audible notification.
Customer details will appear on your Call/Chat Monitor.
Click Accept to begin the session.
If you decline
Selecting Decline keeps you logged in, but the customer will be notified that you're unavailable.
If you don’t respond
If you do not accept or decline within 60 seconds, the request will automatically decline and you will be logged out of Chat.
Using the Advisor App
For mobile chat and notification settings, see the Notifications article in the Advisor Mobile App section of the Help Center.
📡 Chat Message Status Indicators
Each message you send will show a status so you know whether it has reached the customer.
Sent
Your message is on its way to the customer.
Delivered
Your message has reached the customer’s device and is visible in their chat window. This means the customer hasn’t yet opened or viewed it (they may be in another tab or app).
Read
The customer has opened and viewed your message. Once marked "Read," the status will stay that way for the remainder of the chat.
âť“ Chat FAQs
Are there rules for using Chat on Keen?
Yes. Please review the Chat Policy for full guidelines.
Are payment policies different for Chat?
No. Chat sessions follow the same pricing rules as Calls. See the Payment Policy for details.
Do I need special software to use Chat?
No downloads are required. Chat runs directly in your web browser. Please ensure pop-ups are enabled for Keen.com.
Does Chat work with dictation tools like Dragon NaturallySpeaking?
While we don’t test or support specific dictation software, most tools that work with your browser should work within Keen Chat.
Can customers leave feedback for Chat sessions?
Yes. Learn more in our Feedback article.
Can I chat in other languages?
Yes. Keen Chat supports all languages, as long as both users have the appropriate language settings on their devices.
Can advisors initiate chats with customers?
No. Only customers can initiate chat sessions with advisors.
Can advisors initiate chats with other advisors?
Yes. Advisors may initiate paid chats with other advisors.
Is Chat compatible with SMS or external messaging systems?
No. Keen Chat is a private, proprietary system and does not connect to third-party messaging apps (e.g., SMS, AIM, Yahoo Messenger, MSN, ICQ).
Am I required to offer Chat on Keen?
No. Offering Chat is optional. Learn how to manage your availability in the Availability Manager.
Can customers use free minutes for Chat sessions?
Yes. New customers may use their introductory offer on Call or Chat.
Can customers use free minutes sent via Offer Mail?
Yes. Customers can use those minutes for either Chat or Call — but the free minutes can be used only once.
Need more help?
Contact Us — we’re here to support you!