Live Chat

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Index

Introduction Live Chat provides a powerful realtime communications tool allowing you to successfully engage with your end users in a more personal way then the usual communication methods of Email or Raising a Request in Self Service.

Related Articles Managing Live Chat Sessions Engage in Live Chat Sessions Live Chat on 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 dependant 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

• Service Manager

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 that 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 had been added after the request was raised.

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