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Helpdesk: Live Chat

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Live Chat is one of the channels we offer to provide support to your customers. It is a great way to interact and assist your customers in real time.

To get to Live Chat, you’ll click My Helpdesks (Marked #1 Below) in the sidebar menu to the left. At the very top, move your cursor to hover over Live Chat in the top menu and click Chats (Marked #2 Below) in the dropdown menu that appears.

 

 

How do we navigate Live Chat?

Navigating Live Chat

 

You can search for specific support tickets several different ways. You can filter your searching by Helpdesks (Marked #1 Below), Departments (Marked #2 Below) and Staff Accounts (Marked #3).

You can also search for keywords when you click the grey Search button located on the far right-hand side in the image above.

NOTE: You can search for chats by using the customer’s name and email address.

To enter a Live Chat, you’ll click the blue Chat Bubble icon located on the far right-hand side under the Actions category.

Answering A Live Chat

Once you’ve entered the room for a Live Chat, the image below is what you’ll see. You’re able to type a unique response to your customer as well as use a canned response (Marked #1 Below). You can also invite another agent into your chat (Marked #2 Below).
 

 

While answering your chat, you’re able to keep track of the other chats on your dashboard. You can keep track by looking at the grey box to the left of your chat as shown in the image above.

NOTE:

  • The Chat icon = the number of open chats on your dashboard
  • The Orange icon =  the number of new answers received
  • The Red icon = the number of new chats
  • The Blue icon = the number of invitations you’ve received to join another agent’s chat

Changing Your Live Chat’s Status

You can change the status of your Helpdesk’s Live Chat support channel to either online or offline. You’ll first need to determine which Helpdesk your Live chat supports (Marked #1 Below).

Next, you can switch the toggle from online to offline (or vice versa) for the separate Departments set up to support Live Chat (Marked #2 Below).

Finally, click the green Save button to save your changes (Marked #3 Below).

 

 

NOTE: Green means your Live Chat status is online. Red indicates your Live Chat status is offline. Please be sure to switch your status to offline after hours.

Online Live Chat Status

The image below shows what your customers will see, when your Live Chat’s status is online.

 

 

Offline Live Chat Status

The image below shows what your customers see when your Live Chat’s status is offline.

 


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