Show 

Home > Customer Portal > Menu > Chat

Chat

The system's embedded Chat facility allows Customers and Technicians to interact in real-time in relation to Customer requests. When the Chat facility is activated for the application, and if a Technician has enabled their availability for chat sessions, Customers with an active request can initiate a chat with the Technician assigned to the Customer’s request. Or, if the Privilege is selected within the application Set-up, the Customer can chat with any Technician within the Team assigned to a request.

Initiate a Chat Invitation

When a Technician or members of a service Team are online and available, Customers can access a real-time update by initiating a chat session through the Customer Portal.

 

To initiate a chat:

  1. Select the Chat option in the Menu list

    customer_chat.png

    The Technicians' availability window is opened

    image77.jpg
     

  2. Select a Request ID# to join the Technician Chat queue
    A chat browser window opens, with a message acknowledging the chat request and the Customer’s place within the chat queue is displayed. Click image86.gif to exit the chat queue.

    When a Technician accepts the chat invitation, the browser window updates to become a chat room

    image78.jpg

  3. To exit the chat, close the browser window.
    The chat transcript is automatically stored within the Notes tab of the request.

 

Request Note

A chat session Request Note is created when a chat commences. The Note is continually updated as messages are posted by chat members. When the chat ends, a chat transcript is accessible to Users and the Customer within the Notes tab of the Request.

 

If the Technician selects the Email option when a chat is ended, Customers receive an email containing a transcript of the chat session.