SmarterTrack's live chat feature gives businesses the ability to reduce phone calls, capture information on website visitors, and assist more customers concurrently.

Enabling live chats consists of two main steps: First, the administrator will need to enable the live chat feature for the desired department(s). Then the administrator will need to edit the desired group(s) within the department and enable live chat for each agent that will be participating in chats with customers.

Applies to SmarterTrack 12.x

Follow these steps to enable live chat for the department:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane and click Live Chat.
  4. Click on the Departments tab.
  5. Select the desired department and click Edit in the content pane toolbar. The department's settings will load in a modal window.
  6. On the Options tab, change the New Chats in Portal permission to the appropriate role. All other settings are optional.
  7. Click Save.

Follow these steps to enable live chat for each agent that will be participating in chats with customers:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane and click Groups.
  4. Select the desired group and click Edit in the content pane toolbar. The group settings will load in a modal window.
  5. Click the Agents tab. Add an agent to the group or select one from the list and click Edit. The agent-group relationship settings will load in a modal window. 
  6. Select the Enable live chat checkbox. All other settings are optional.
  7. Click OK.
  8. Click Save.
NOTE: Although live chat is now enabled, only agents actively accepting live chats for the group will be able to receive and participate in live chats. For more information, please refer to the KB article Change Agent Status.
 

Applies to SmarterTrack 11.x

Follow these steps to enable live chat for the department:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane and click Departments.
  4. Select the desired department and click Edit in the content pane toolbar.
  5. Click the Live Chat tab.
  6. Make your desired selection from the New Chats in Portal menu.
  7. Click Save.

Follow these steps to enable live chat for each agent that will be participating in chats with customers:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane and click Groups.
  4. Select the desired group and click Edit in the content pane toolbar.
  5. Click the Agents tab and click Edit.
  6. Select the Enable live chat checkbox.
  7. Click OK.
  8. Click Save.
NOTE: Although live chat is now enabled, only agents actively accepting live chats for the group will be able to receive and participate in live chats. For more information, please refer to the KB article Change Agent Status.

 

Applies to SmarterTrack 6.x - 10.x

Follow these steps to enable live chat for the department:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments.
  5. Select the desired department and click Edit in the content pane toolbar.
  6. Click the Options tab.
  7. Select the Enable live chat checkbox.
  8. Select Save.


Follow these steps to enable live chat for each agent that will be participating in chats with customers:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Groups.
  5. Select the desired group and click Edit in the content pane toolbar.
  6. Click the Agents tab and click Edit.
  7. Select the Enable live chat checkbox.
  8. Click OK.
  9. Click Save.

NOTE: Although live chat is now enabled, only agents actively accepting live chats for the group will be able to receive and participate in live chats. For more information, please refer to the KB article Change Agent Status.

 

For more information on these settings, please refer to the SmarterTrack Online Help.

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.

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