Live Assistance › How to Provide Live Assistance to End Users › Initiate a Chat with the End User

Initiate a Chat with the End User

You can chat with the end user during a live assistance session. The chat displays inside the Support Automation Analyst Interface. End users can see the chat in WebChat or in the end-user client executable.

To chat with the end user

1. Open an assistance session.

   The assistance session appears.

2. Do any of the following:
   • Enter text in the chat window.
   • Whisper a message to the end user.

     This message is private and not seen by the other analyst logged into the assistance session.

   • Push a specific URL to the end user.

     The end user can manually open the link by clicking it, or you can open their browser automatically, depending on the administrative settings.

   • Send a preset response to commonly asked questions and common situations.

     Presets can consist of text messages or commonly pushed URLs.

   The message appears in the chat window.

More information:

Support Automation Chat