How can we help?
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Live Chat provides a powerful real-time communications tool allowing you to successfully engage with your end users in a more personal way than the usual communication methods of e-mail or raising a request in Self Service.
Features
These are the main areas of Live Chat that are accessible from the Live Chat application icon in the left-hand application bar. Visibility and access to these different areas are dependent on your level of access.
- Real-time notifications.
- Manage chat sessions.
- Engage in a chat session.
- Self Service.
Administration
- Managing Chat Desk
- Roles
Plug-ins
With Service Manager installed alongside Live Chat, it is possible to raise requests from a chat session, directly linking the request to all of the valuable information captured in the chat session. When a request is raised from a chat session, the transcript from the chat is added to the request. The transcript is displayed within it’s own section on the request. This allows users who don’t have a Live Chat subscription the ability to still see the transcript. For Live Chat subscribers, an additional option is available to update the transcript on a request if additional entries to the Chat have been added after the request was raised.
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