Chat Desk User Guide

Quick start guide

Summary for using Chat Desk

  1. 1.
    Activate Chat Desk as a product on your Clickatell account.
  2. 2.
    Link Channels - activate and configure the channels your customers can use to interact with your agents.
  3. 3.
    Launch the Chat Desk Dashboard - view summary data around Chat Desk activities, manage Chat Desk settings and preferences, create and manage departments, download transcripts, and launch the Supervisor and Agent Desks.
  4. 4.
    Launch the Supervisor Desk - this is the supervisor's view, used to monitor and manage agents and customers.
  5. 5.
    Launch the Agent Desk - this is the web interface that your agents use to interact with your customers.
  6. 6.
    Add agents - add additional agents/supervisors to Chat Desk.
  • When you activate Chat Desk, you automatically get one free agent seat to use with all channels. You can add as many agent users as you like, but only one agent can log in per agent seat at any given time. Upgrade your account to allow multiple agents to log in simultaneously.
  • When adding new users, you can specify their permissions to either be a Supervisor (with access to the Chat Desk Dashboard and Supervisor Desk) or an Agent (with access to the Agent Desk only).