The analyst, administrator, or tenant administrator creates chat presets that you can use in assistance sessions, such as greetings. You can chat with the end user during a live assistance session. While you can use live assistance concurrently with telephone conversations, the interactive chat tool lets you communicate using instant text messages.
The chat displays directly inside both the end user and Support Automation Analyst Interface windows. The chat notifies you that someone joined your session, someone is initiating a new chat, someone left a session that is still in progress with other participants, and someone has ended a session.
You can also use the following chat functionality:
Sends private messages to selected members. Analysts you invited to your assistance session cannot see these messages.
Note: Whisper messages do not appear in the Session Log. You can only use whisper messages when more than one analyst handles the session.
Directs the end user to a specific URL. The administrator sets whether the URL opens automatically or if the end user must open the URL manually.
Sends preconfigured text messages to commonly asked questions and common situations. Presets can consist of text messages or commonly pushed URLs. Chat presets display in the Preset Tree area of the Chat Tool view.
Chat presets include greetings and typical answers that can be populated automatically with information specific to the current assistance session, such as the names of the participants.
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