Within Teamwork Desk, you can use
live chat to instantly engage with your
customers to improve your waiting times and
resolution rates.
Note: The Live Chat feature is available on Pro subscriptions and above.
Once enabled, a live chat subsection will be
added to the
main Tickets area, accessible
from the left navigation pane.
Each live chat conversation will be listed in
the
Conversations column of the Live
chat view. The number of open
live chats will be indicated by a number count
to the right of
the Live chat menu item in the
left sidebar.
There are two statuses for live
chats.
- Active - open conversation
- Closed - closed conversation
From the Conversations column, click
the relevant chat to view the conversation
thread.
You can add your reply to the customer in the
message field at the bottom of the thread.
Clicking the paper clip icon will allow you to
browse your computer files to add an
attachment to your message.
Note: There is a maximum
file size limit of 20MB for
attachments.
Once
your message is complete, click Send.
Once a reply has been sent, the
conversation will update to show the avatar of
the agent who most recently responded to the
customer.
When your interaction with the customer is
completed,
you can choose to close the conversation.
Select Close conversation in the
conversation
header to close the live chat.
Note: The customer will
also have this option to close the
conversation. When a customer closes a chat,
they will be given the option to request a
transcript.
The conversation status will then
update to Closed.
Converting a live chat to a
ticket
After closing a conversation,
you will see an additional option to
convert the live
chat into a ticket.
You will be required to enter a
subject before choosing a company to associate
with the ticket. Click Convert to
convert
the live chat into a ticket.
Once a live chat have been converted
to a ticket, responses are no longer possible
in the live chat thread. You can view the
related
ticket via the Open ticket option.
Collision detection
When multiple agents are viewing or
responding to a live chat, their profile
avatars will display next to the customer's
profile picture in the conversation
column.
You will also see a note within the
live chat thread indicating other agents
viewing and/or replying
to the customer.
Alerts
When a new live chat is received, an
alert
sound will be initiated in Teamwork Desk.
You can disable these sound alerts by
clicking the notification
bell beside the Live chat menu
item. Clicking the bell again will
re-enable sound
alerts.
If you see an exclamation
icon overlaying the live chat bell,
you may need to adjust your browser
notification settings.
You can also choose to enable/disable both email and mobile notifications for when a new live chat is created via your notification settings.
Delete a
conversation
You can delete a live chat
by hovering over over the conversation
and clicking the trashcan
icon.
Deleted
conversations will be
accessible via the trash can
for 30 days, after which they
will be permanently
deleted.
For more information,
see: How Your Customers Use
Live Chat