LiveChat Training

Date

Mar 23, 2022

Participants

Agenda

In this meeting we will

• Introduce the LiveChat system - 10 minutes

  • Very similar layout to Helpdesk (both are by the same company)

  • Scope of support

    • Practice Test support at launch (sales and troubleshooting)

  • web interface for site visitors

    • View when there is no one available

    • View when there are agents is logged in and available

    • View when there are agents logged in and no one is available

  • how chat assignments work

  • what happens after hours

    • Creates helpdesk ticket

      • These tickets will include a link to open a chat immediately for the user (they do not need to visit our page)

• Learn how to access the LiveChat system - 5 minutes

  • Application

  • Website

• Become familiar with the LiveChat interface - 20

  • Logging in

    • will set you to automatically accept chats when you login between 8 AM - 4:00 PM

    • if you log in before this time it does not move you to accepting chats at 8 AM

  • Changing your availability

  • Accessing & responding to chats

    • My Chats

    • Closing/Ending chats

    • Canned Responses

    • Tags

  • Accessing helpdesk

  • Logging out

• Practice

Action items

Decisions

Supporting Files