Chat

Live chat with customers from your website, the customer portal and the tray on managed devices, answered in one console and turned into tickets in one step.

1. 1 Chat overview Where chats come from, how a chat runs from start to finish, and where chats show up across Tenvara.
2. 2 The chat console Find your way around the three panes of the chat console, set your status, and use sounds, notifications and keyboard shortcuts.
3. 3 Answering a chat Take a chat, reply with messages, files and canned replies, add internal notes, bring in or hand over to a colleague, place unknown visitors and end the chat.
4. 4 Chats and tickets Convert a chat to a ticket, add a chat to an existing ticket, make ended chats tickets automatically, and place or dismiss ticket requests.
5. 5 Chat history Search every past chat, filter by customer, channel, technician, status and rating, read transcripts, and see a customer's chat figures.
6. 6 Website widget, portal and tray Add the chat widget to your website or a customer's site, and see what visitors get in the widget, the customer portal and the tray on managed computers.
7. 7 Chat settings Set chat's opening hours and closed days, what visitors are asked, every line they read, the timings and limits, and settings for individual customers.
8. 8 The chat bot Let the AI assistant answer chats first, choose what it may do for people, set approvers and limits, and read its handovers in the console.