This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

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 System Administrator will need to enable the live chat feature for the desired Department(s). Then the System Administrator will need to edit the desired Group(s) within the department and enable live chat for each Agent that will be participating in live chats with customers.

Follow these steps to enable live chat for a Department:
 
  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Live Chat.
  4. Click on the Departments tab. All Departments will be listed in the content pane.
  5. Select the desired Department and click the Edit button in the content pane toolbar. The department's settings will load in a modal window. (Alternatively, you can double click on the Department name.)
  6. On the Options tab, change the New Chats in Portal permission to the appropriate Role. All other settings are optional, but you may have a custom live chat template to use, especially if this Department is new to live chats. 
  7. Click the Save button.

 

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 on the Settings icon.
  3. Under the Manage header, click Groups. A list of available Groups will load.
  4. Select the desired group and click the Edit button in the content pane toolbar. The group settings will load in a modal window. (Alternatively, you can double click on the Group name.)
  5. Click the Agents tab. A list of the Agents who are part of the Group will load.
  6. Add an agent to the group or select one from the list and click the Edit button. The Agent-Group Relationship settings will load in a modal window. 
  7. Select the Enable live chat checkbox for the Agent. All other settings are optional.
  8. Repeat these steps for all Agents who should be participating in live chats for the Group.
  9. Click the OK button.
  10. Click the Save button.
NOTE: Although live chat is now enabled, only Agents who are Active in 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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