Setting up and using Chat is very simple.
This section discusses how to use the Chat section from with TeamSupport. Click here to learn how your Customers will use Chat from the Customer Portal.
You must first setup Customer Chat – click here to learn how.
To begin receiving chats, you must first sign on. You can toggle between Online and Offline from the button at the top right hand corner of the TeamSupport window:
Below is what the main form looks like:
The box in the upper left hand corner called “Chat & Transfer Requests” is where you will see a request which you may choose to “Accept”. The lower right hand box called “Active Chats” is where you can switch between any chats you have accepted. You may accept any number of chats at one time. The main box is where the chat history for the selected chat will take place.
Some key features you can do with chat are:
- Leave Chat: Disconnects the chat session with the customer
- Invite: Invite co-workers to a customer chat. This is great for group chats or a warm handoff of the customer between TeamSupport users. To use this, simply click this button while in a chat. Type in a co-worker’s name and invite them in. They will receive a message letting them know of the invite. You can invite as many co-workers as you wish. Once the other TeamSupport user is in the chat with you and the customer, you can simple click the Leave Chat button. This will leave your co-worker and the customer in the chat for completion.
- Open Customer: When your customer fills out the chat form on your website, an email address is required. If this customer is identified as a record in your account, clicking this button will navigate your directly to their record in TeamSupport so that you can view additional information about them.
- Create Ticket: A very powerful feature is to tie chats to tickets and customers. Clicking this button will open the new ticket window and allow you to create a ticket that will capture the chat session. It is important to note that you CAN create a ticket while in an active chat and toggle back and forth between them. This way, if you continue to chat with the customer, the ticket will also update the ongoing conversation.
- Add to Ticket: If you already have a ticket created and want to add a chat conversation to an existing ticket, select this button. Doing so will open the following where you can type in a keyword or a ticket number. Any conversation you have in this active chat will update the ticket.
- Open Ticket: View the ticket that was created via the chat. Clicking this button will open the ticket in question in a new tab for you to view the details.
Need more help with this?
Don’t hesitate to contact us here.