This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 14.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 chat for an agent can occur one of two ways: Either from the Agents tab when editing a Group, or editing an Employee and modifying their Agent-Group Relationship. 

Follow these steps to enable live chat for an Agent within a Group:
 
  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.
  4. Either double click on the Group you want to edit, or click its checkbox and click the Edit button in the content pane toolbar.
  5. The Group's settings will load in the content pane.
  6. Click on the Agents tab. All Agents assigned to that Group will load.
  7. Double click on the Agent you want to start taking live chats. The Agent-Group Relationship modal will open.
  8. Find the Chat Handling line item. By default, it will be set to Disabled. 
  9. Using the dropdown menu, select the distribution method for live chats. If you want to use Round Robin distribution, select either the Primary Group or Secondary Group for the agent. If you do not want to use a Round Robin distribution for live chats, select Pull from Queue. 
  10. Click the OK button to close the modal window. Then click the Save button to save your changes.

 

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 Employees. A list of agents will load.
  4. Select the desired agent and their settings will load in the content pane.
  5. Click the Groups tab. A list of the Groups that agent is part of will load.
  6. Double click on the Group you want the agent to start accepting live chats in, and the Group settings for that agent will load in a modal window. 
  7. Find the Chat Handling line item. By default, it will be set to Disabled. 
  8. Using the dropdown menu, select the distribution method for live chats. If you want to use Round Robin distribution, select either the Primary Group or Secondary Group for the agent. If you do not want to use a Round Robin distribution for live chats, select Pull from Queue. 
  9. Click the OK button to close the modal window.
  10. Repeat these steps for all Agents who should be participating in live chats for the Group.
  11. Once all Agents have been edited, 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.