Create Chat Rooms for Agent-to-Agent Chats

SmarterTrack's agent messaging feature gives agents the ability to chat with each other without using third-party instant messaging software, ensuring that all communication stays internal. In addition, all communication is recorded for future reference.

Applies to SmarterTrack 6.x - 12.x

Follow these steps to create a chat room for agent-to-agent chats:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Live Chat icon.
  3. Click the Chat Rooms in the menu in the navigation pane toolbar and click New in the content pane.
  4. Click the Options tab.
  5. In the Name field, type the name of chat room. To make the chat room available for agent use, select the Enabled checkbox.
  6. Click the Permissions tab.
  7. Click Add Permission to add all or specific groups, department, or users, and specify their access. NOTE: At least one Allow permission must be configured for the chat room to be created.
  8. Click OK.
  9. Click Save.

For more information, please refer to the Chat Rooms section of the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.

Add Feedback