Get Assistance from Another Agent

SmarterTrack's instant messaging feature gives agents the ability to seek help from a co-worker or supervisor while working on a ticket or live chat. A link to the specific ticket or live chat will be provided to the other agent, allowing for quick assistance. NOTE: Agents can only request assistance from agents that are logged in to SmarterTrack.

Applies to SmarterTrack 8.x-12.x

Follow these steps to get assistance from another agent while you are working on a ticket or live chat:

  1. While viewing the ticket or live chat, click the Assistance menu and then click Instant Message. A popup window to start a new instant message will load.
  2. In the Agent field, select the agent that you want assistance from.
  3. In the Message field, type your message to the agent.
  4. Click Send to send an instant message invitation to the assisting agent.

 

Applies to SmarterTrack 7.x

Follow these steps to get assistance from another agent while you are working on a ticket or live chat:

  1. Click the Actions menu and then click Get Assistance. A popup window to start a new instant message will load.
  2. In the Agent field, select the agent that you want assistance from.
  3. In the Message field, type your message to the agent.
  4. Click Send to send an instant message invitation to the assisting agent.

For more information, please refer to the Instant Messaging section of the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

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Not all users are able to see the instant message. What could be wrong?
Roland Eteri (March 10, 2015 at 2:47 AM)
Roland, I apologize that your question was unanswered until now. If your agents are unable to see the Instant Message option, it may be because instant messaging is not enabled. To resolve this in the latest version, log in as the System Admin and click on Settings > Configuration > Live Chat > 'Enable employee instant messaging'.
Andrea Rogers (March 14, 2016 at 12:58 PM)

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