Chat

Chat in the app lets you pick up website and portal chats when you are away from your desk. It is the same chat console as on the web, so a customer waiting in the queue can be answered from wherever you are.

On a phone, Chat is under More, with a count of the chats waiting. On a tablet it is in the rail.

Being available#

At the top of Chat is your availability, for example Available with a green dot. While you are available, chats in the queues you serve can come to you, as on the web.

When chat is closed to customers, for example outside your opening hours, a banner at the top says so and when it opens again, such as "Chat is closed to customers, and opens tomorrow at 09:00."

Who is waiting#

The list is grouped, starting with Waiting, with a count. Each chat shows:

• the visitor's initials and name;
• how long they have been waiting, for example waiting 3m, and the number of unread messages;
• the start of their first message;
• who they are and where they came from, for example Unknown visitor and Website.

Pull down to refresh the list, and tap a chat to open it.

Answering a chat#

The top of a chat shows its number (for example C-1001), its status (Waiting), the visitor's question, who they are and where they came from, and how long they have waited.

• Accept takes the chat so it is yours. Replying takes it too, as the chat reminds you: "Replying takes the chat."
• Make a ticket turns the chat into a ticket, keeping the conversation, when it needs more than a quick answer.
• The ... menu at the top holds the chat's other actions.

The conversation fills the middle of the screen, with the automatic messages the visitor has seen, such as the queue message, in grey.

To write:

1. Choose Reply to answer the visitor, or Note for a note only your team sees.
2. Type in the box, or press Canned to pick a canned response and change what you need.
3. Press the send button.

When you are done#

If there is follow-up work, press Make a ticket before you finish so nothing is lost. Everything said, from the phone or the web, is kept in the chat's history. See Chat history.

Hearing about chats#

New chats waiting in your queues show in Notifications, and the count on Chat under More tells you at a glance when someone is waiting. Where else chat notifications reach you, such as email or Teams, is set in Your profile, security and notifications.

Chat needs a connection: replies to a live chat are sent there and then.

For how chats are routed, and the console on the web, see Answering a chat and Chats and tickets.