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.

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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 

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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.  

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Once a reply has been sent, the conversation will update to show the avatar of the agent who most recently responded to the customer. 

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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. 

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The conversation status will then update to Closed

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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.

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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. 

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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.

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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. 

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You will also see a note within the live chat thread indicating other agents viewing and/or replying to the customer. 

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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.

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Delete a conversation

You can delete a live chat by hovering over over the conversation and clicking the trashcan icon. 

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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