Chat works much like popular Live Chat clients such as Google Talk, Facebook Messenger, AIM etc.
You see each message the User types in a grey speech bubble.
Use the reply box at the bottom of the window to send your response. You can use the Send button or just press Enter on your keyboard.
Your replies are shown in yellow speech bubbles.
When a User has read your message, it is marked with a blue double-tick icon, and you can mouse over the icon to see when they read your message.
You can see what what a User is typing as they write to help you to react before they finish their messsage, pages the User is viewing on your Help Center or website this will appear as a Chat notification.
This gives you context for their issue or question: you can check which product they’re looking at, that they are in the right place while following troubleshooting instructions, etc.
You can format your reply in a similar manner to a Ticket. See the Replying to a ticket section for more details. You can attach files to Chat Tickets just as you can with a Ticket reply and Users can send you files.
To end the Chat click on the End Chat button at the top of the Chat.
It can take up to 10 minutes for the transcript to be sent.
Chat Details
In the Chat Header you can see:
Name of the User and email address they provided
Chat ID number
Label
Stars
Chat User Information
During the Chat you can switch between the Ticket information and Chat tabs in the Ticket properties pane to get details about the User:
Ticket Information - Information about the Ticket, Agent assigned to the Chat, User Name and Email, Ticket Ref, Department, Language, etc.
Chat - Information about the User, Agent, Duration of the chat, User IP Address, etc.
Block User
If a Chat User is abusive, trying to waste your time, or should be excluded from Chat for some other reason, you can click on the the Block button on the top of the Chat window.
Enter a brief description of why you chose to block the User, then click Block. The User will be blocked for the next 24 hours.
You can optionally select Block IP address. This prevents all Chat attempts from that User’s last IP address.
If the User was chatting from a shared network (such as a business, university or wi-fi hotspot), blocking their IP may prevent all Users on that network from chatting.
Also Users accessing the internet from home or mobile broadband may not have fixed IP addresses.
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