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One of the things we're looking to do in SmarterTrack 13 is improve how live chat works. This is NOT ONLY user-to-agent chat that you use for conversing with customers and users, but also the internal chat features: chat rooms and agent-to-agent chat.
With the changes we made in SmarterMail 16 to group chat and the introduction of Team Workspaces, plus the use of newer technologies, such as SignalR, we feel now is a good time to re-visit chat in SmarterTrack as well. So, we're looking for some feedback. Do you use the internal chat in SmarterTrack? (Agent-to-agent and/or Chat Rooms.) If not, why not? If so, what could we improve upon? What about user chat and live chat links? Integration steps/process?
We have a framework for how we use live chat in SmarterTrack internally, and have some ideas on how to improve upon it, but we also wanted to get YOUR feedback as well and get a better understanding of how you use live chat and what you like/dislike/wish/want/desire...