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Chat Support

Get immediate assistance from support technicians through real-time chat conversations and automated responses.

Chat Support is a real-time communication feature that enables you to:

  • Get immediate assistance from online technicians
  • Receive automated responses for common queries through the virtual agent
  • Share files and documents with technicians during conversations
  • Access knowledge articles directly through the chat interface
  • Create requests directly from chat conversations
  • Reset passwords if your account is locked or you've forgotten your password
  • Continue conversations even as a guest user
Chat Availability

Chat Support must be enabled by your administrator to be available. When enabled, you'll see a chat icon on the Support Portal home page.

Access Methods​

Chat Icon Location​

The chat icon appears in the bottom-right corner of the Support Portal when the feature is enabled. The icon is always visible and accessible from any page within the portal.

Even if you're not logged in, you can access chat support for basic assistance:

Step 1: Click the chat icon in the bottom-right corner of the Support Portal

Step 2: Start a conversation with the virtual agent

Step 3: Request password reset if your account is locked or you've forgotten your password

Step 4: Get basic help for common issues

When you initiate a conversation to chat with the technician as a guest user, you'll be prompted with options to:

  • Sign Up: Create a new account
  • Login: Use existing credentials
  • Continue As Guest: Proceed without creating an account
Guest User Benefits

Guest users can access chat support for immediate assistance, even without creating an account. This is particularly useful for password resets and basic troubleshooting.

Chat Interface​

This section details the key components and functionalities of the chat interface, enabling you to effectively communicate with virtual agents.

Starting a Conversation​

  1. Click the chat icon in the bottom-right corner.

  2. Type your message in the text field.

  1. Press Enter or click the send button.

  2. Wait for a response from the virtual agent or technician.

Chat Window Features​

The chat window provides several useful features, organized into tabs for easy navigation and interaction:

  • Text field: Type your message in the "Send a message" text field. Also, you can format the text using the options available in the rich text editor. The rich text editor supports the following features:
    • Bold
    • Italic
    • Underline
    • Headings
    • Font Size
    • Alignment (Left, Center, Right, Justify)
    • Numbered List
    • Link
    • Import HTML
    • Separator Line
    • Text Color
    • Text Background
    • Full Screen
  • Send button: Click the send button to send your message.
  • Attachment icon: Click to select and share files and documents from your device (images, documents, etc.). This is available only while chatting with the technician.Once selected, the files will be uploaded and shared with the technician during the conversation.

File Size Limits
  • SaaS version: Files up to 5 MB can be attached
  • On-premise: File size limits are configured by your administrator
  • Blocked files: Files blocked by admin system preferences cannot be uploaded
  • Keywords detection: The system identifies relevant topics.
  • Article suggestions: Helpful articles are displayed in the chat
  • Direct access: Click to view full articles without leaving the chat

Chat Console (For Logged-in Users)​

If enabled by your administrator, you can access the Chat Console to view your chat history:

  1. Click the Chat Console icon in the top header bar

  2. View chat history organized by date and time

  3. Filter by source: Technician Chat, Virtual Agent, Slack, Teams, Telegram, Facebook Messenger, WhatsApp

  4. Review past conversations and responses

Chat Console Availability

The Chat Console icon is only visible if enabled by your administrator in the technician portal.

Chat Types​

The virtual agent provides immediate responses to common queries:

  • Instant answers to frequently asked questions
  • Automated workflows for common tasks
  • 24/7 availability for basic assistance
  • Knowledge base integration for relevant articles

Creating Requests​

You can create incidents and service requests directly from chat conversations:

  1. Start a chat with the virtual agent

  2. Describe your issue or service need

  3. Follow the prompts to provide required information

  4. Review and confirm the request details

  5. Submit the request to create a ticket

Mobile Access​

Chat support is also available through the mobile app:

  1. Open the mobile app and navigate to the Support Portal

  2. Tap the chat icon in the bottom-right corner

  1. Start conversations with virtual agent or technicians

  2. Share files from your mobile device

Mobile Benefits

Mobile chat support provides the same functionality as the web version, allowing you to get help on the go.

Benefits​

  • Real-time responses for urgent issues
  • No waiting in queues for basic questions
  • Instant access to help when you need it

Best Practices​

Preparation​

  • Gather relevant information about your issue

  • Prepare screenshots if applicable

  • Have your request details ready

  • Check if it's a common issue that might have a knowledge article

Troubleshooting​

Common Problems and Solutions​

ProblemSolution
Chat Icon Not VisibleContact your administrator to enable chat support
Cannot Send MessagesCheck internet connection, refresh page, contact support
File Upload FailsCheck file size (under 5 MB for SaaS), ensure file type is allowed
Chat Console Not AvailableThis feature must be enabled by your administrator