Chat Session
Technicians have the ability to accept session requests directly from customers through the Self Service Portal. One of the significant features of this portal is the Chat Session option, which serves as an alternative to starting a full remote support session.
With the chat session feature, technicians can choose to initiate a live chat with the customer instead of immediately launching a remote support session. This allows real-time interaction to gather necessary details and diagnose issues through conversation.
To enable this feature
- Navigate to Settings > Remote Support > Self Service Portal > Preferences.
- Under Settings, enable the checkbox Allow tech or customer to initiate a Chat session before the remote support session.
Client Portal Form
Customers can raise support requests through the Client Portal Form and select the department from the dropdown menu where they need to raise the request.
Once an inbound request is raised, a Request in Queue dialog appears on the customer’s side.
The raised inbound request will be listed on the Service Queue page. To accept the request, the technician must hover over the inbound request and click Accept as.
The technician can choose between Chat Session or Remote Support Session options based on the problem description or severity.
Chat Session Initiation
Selecting the Chat Session option opens a dedicated chat window for both the technician and the customer, enabling real-time communication. Through the chat session, the technician can ask clarifying questions, offer step-by-step guidance, and share links to help the customer resolve simpler issues without remote access.
If needed, the technician can opt for a remote support session by clicking Initiate Remote Session, which will start a remote session for both the technician and customer.
After initiating the remote support session, the customer should click Install Agent in the prompt shown and double-click the downloaded agent to start the session.
Accessing Webchat Reports
- Webchat reports can be accessed by navigating to Reports > Custom Report and choosing the filter for Session Type as Chat Session.
- Alternatively, reports can be accessed by navigating to Reports > Remote Support > Service Queue and selecting the filter for Session Type as Chat Session.
