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 chat tabs and the three panes of the 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 Raise a ticket from a chat while the chat carries on, 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, outcome, tag, 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, the wrap-up 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.
9. 9 The Teams and Slack apps Let your customers' people chat with you, raise and follow tickets and approve requests from inside Microsoft Teams or Slack, using an app you register in your own Microsoft and Slack accounts.
10. 10 Chat channels and routing Split live chat into Support, Sales, Accounts and your own channels, each with its own people, hours and greeting, route chats by page, words, team and skill, and wrap chats up with outcomes, tags and reports.