Enabling Live Chat for a Department

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.

Follow these steps to enable live chat for the department:

1. Go to the Settings area.
2. Select Live Chat from the tree menu.
3. Click on the Departments tab.
4. Select the desired department and click Edit in the content pane toolbar. (Or simply double-click the Department name.) The department's settings will load in a modal window.
5. On the Options tab, change the New Chats in Portal permission to the appropriate role. For example, All Users will let anyone visiting the Portal to start a live chat with that Department.
6. Select the Live Chat Template you want to use. There is a default template that you can use initially. 
7. Set other items as you see fie: Auto-deletion settings, survey to use, etc. 
8. Once you're finished, click Save to close the modal
9. Click Save on the Departments tab as well before moving on.

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

1. Go to the Settings area.
2. Select Groups from the tree menu.
3. Select the desired group and click Edit in the content pane toolbar. (Or simply double-click the group name.) The group settings will load in a modal window.
4. 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. 
5. Select how you want the agent to accept chats: Pull from Queue, or assign them to a particular group. Other settings are optional and can be adjusted as needed.
6. Click OK on the modal.
7. Click Save on the main page to save the changes to the agent.