Live chat

Live chat lets a signed-in client message your desk from the client portal. Use it for quick questions. Anything that needs follow-up becomes a ticket.

Set your chat hours

Open the live chat settings in the admin portal and set:

• Days and hours the chat is staffed. The default is Monday to Friday, 08:00 to 18:00.
• Always on, if your desk covers chat around the clock.
• The closed message clients see outside those hours.
• The alert address that is emailed when a new chat starts. Without one, your company email is used.
• The on/off switch, if you do not offer chat at all.

Outside your hours, clients see your closed message and the hours you publish.

When a client starts a chat

1. Staff get an in-app notification, and the alert address gets an email, titled "New live chat" with the client's name and the first line of the message.
2. The first technician to reply owns the conversation. Their name is shown to the client.
3. If nobody answers, the desk is reminded at most once every ten minutes while the client keeps writing.

Replies appear on both sides straight away, without refreshing the page.

Working the chat queue

Support › Live Chat shows open conversations and the ones assigned to you.

• Pick up within a minute or two. Quick answers are the reason clients use chat.
• Say what you are doing during a pause. Silence in chat reads as being ignored.
• When the question needs real work, turn the chat into a ticket and give the client the number. Each chat can become one ticket. A second attempt returns the ticket that already exists.
• Close the conversation with a short summary of what was agreed.

Chat transcripts are kept for the period set in your retention settings, 365 days by default.